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Daryl_RL's profile

Visitor

 • 

8 Messages

Tue, Feb 10, 2015 9:00 AM

Business call detail

AFter 4 full weeks of service, I finally received the CPNI number but still can't access call detail records.

 

With our other account, over a week after the CPNI came and after several calls to tech support, a level 2 technician told me we had been given the wrong site (businessvoice.comcast.net instead of businessclass.comcast.net).  I have tried both sites with this new account and still nothing.

 

Help!

Responses

Official Employee

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869 Messages

6 y ago

Daryl_RL welcome to the forum,

 

I'm sorry to hear about this issue. Your login status has been refreshed can you please try to login again and let us know if any issues come up?

 

Thank you

Official Employee

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869 Messages

6 y ago

Can you please send me a private message with your account number, primary phone number, and pin so we can investigate your issue further?

 

Thank you

Visitor

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8 Messages

6 y ago

No change.

 

When I am logged in at businessclass.comcast.net, under "Manager Tools" and "Account Details" and "Phone" it says "0 total phone numbers".  When I click on "Manage my phone" it takes me to "businessvoice.comcast.net".  There I can log in with my account number and CPNI, at which time I see:

 

"Call History
Your call records are not appearing in our system. This may be caused by one of the followings:
  • If you have recently signed up for the service, it may take up to 3 days for files to show up in our system after your billing date. Please check back later.
  • You have no call records to download.
  • You have logged in using a wrong account (please use the account with trunking service).
  • You have not added Trunk Service to your account.
If you feel you are receiving this message error, call the business class support team at 1-800-391-3000. If you do not have Trunk Service and would like to learn more, please go to Customer care or call your Comcast account executive."
 
 
 
The text below "Call History" is green  - one of the many techs I talked to about our other account said that meant good things, although it never meant that I was able to see call detail at that site.
 
 

Visitor

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8 Messages

6 y ago

Anything new?

 

Sorry for being impatient, but EVERY DAY for the last couple weeks I have had to explain what I have done to try and get the call detail.  I was led to believe this would be a simple thing - but after 4 weeks+ of waiting, evidently not.

Visitor

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8 Messages

6 y ago

It appears after spending over 30 minutes on the phone with a tech that the call detail is available if I log in 1 phone number at a time..  If I try to log in with our account number - NOTHING available.

 

CORRECTION:  Logging in 1 line at a time works for some of the lines and not for others.  HELP

Visitor

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8 Messages

6 y ago

Still nothing?  I still have no access to this call detail?

Visitor

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8 Messages

6 y ago

Still no response?

 

After 2 days with no additional response from anyone at Comcast, yesterday I created a ticket via toll free number.  So now 3 days and counting since Comcast_Jacob last communicated and 24 hours since ticket was started.

 

Nothing has changed since yesterday - some detail available, some not.  Oh - and our other account where the detail has been available for a week or so - 2 of the lines disappeared.  They still work but have disappeared from the portal so no way to get call detail.  Separate ticket for that.

Visitor

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8 Messages

6 y ago

A couple different Comcast techs were in touch earlier today, and Comcast_Jacob just messaged me also.

 

We have 2 different Comcast accounts at this location and for some reason they are evidently on 2 different Comcast billing/reporting platforms.  The URL/system and methods of accessing call detail are different for each.

 

I now have access to the records for each account, but both interfaces are clumsy, slow, and inflexible (plus there are inconsistencies in the formatting of the data).   

 

It would take so little to make the call detail/reporting more useable.  Just having the ability to access the call detail at the account level (instead of 1 line at a time) would make a HUGE difference.  Having the data formatted the same on both systems would just be a bonus.

Official Employee

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869 Messages

6 y ago

So sorry for the delay,

 

I have sent you a private message with further details on your issue.

 

Thank you