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Administrator

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1 Message

Wed, Jun 9, 2021 8:41 PM

Support for the Deaf and Hard of Hearing?

Our Comcast bundle died a month ago and I have been trying ever since to change our business service to a new bundle.  The problem is that I am deaf and everything points to me calling in. 

After some time, I tried the online chat, but was told that a salesperson was assigned to our account and we would have to work through them.  I was told that they could have the salesperson text or email me.  After a bit, the salesperson contacted me via text and asked if that or email would be preferred.  I told them that text was fine.  He asked for my name and our account number.  I provided both and haven't heard back since.

Having been deaf a while now, I knew to ask the chat operator what to do if nobody contacts me... and they said to email them (the chat operator) back directly and provided their email account.  So, after I didn't from the salesperson for week, I sent the chat operator an email as I had been instructed... and I haven't heard back from them either.

After another week of waiting, I went back online and engaged customer service through chat again.  They took my information and said they would file a help ticket for me #CR969387300 and that someone would contact me soon to resolve our issues... and I haven't heard back.

Today yet another week later, not having heard from anyone at Comcast Business for 3+ weeks, I tried the chat again to at least get a status on my help ticket.  I was told that they couldn't give me a status, couldn't escalate the ticket, couldn't give me any solution other than calling 800-391-3000 (and, no, there isn't even a TTY line available), but I did get another help ticket #CR970502499.

Really, Comcast?  It's 2021 and I can take care of every aspect of my business and commercial life without having to pick up a phone and actually talk to someone.  After all, the Americans with Disabilities Act (ADA) was signed into law in 1990 and includes making reasonable accommodations for those who are deaf and hard of hearing.

All I am doing is trying to change my business internet/phone plan and remain a customer, after all.  Please help?

Responses

Official Employee

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3 Messages

7 d ago

WOW! Thanks for taking the time to reach out and for being apart of the Comcast family. First of all, thank you for taking the time to sharing your story. That's definitely not the experience we want you to have so on behalf of the Company I'd like to apologize for the miscommunication and confusion. That's as unacceptable to us as it is to you and definitely not normal practice for us. I'll do everything I can to help. In order to get started can you please click the chat bubble in the top right corner and send a message to our "Comcast Business" handle?