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Comcast_Jessie's profile
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Administrator

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146 Messages

Wed, Jun 6, 2018 9:00 AM

Comcast Business Phone Issue

**UPDATE: 06/08/18 - 06:30 PM EST**

 

Outage update: Here is an explanation of what happened - Our engineers immediately began troubleshooting and found a failure of a sub system in our voice infrastructure. Our national voice infrastructure is fully redundant and our backup systems normally operate successfully when unexpected issues happen. This specific issue has never occurred and restoration took longer than expected. We will be reaching out to customers who were impacted to give them more information and to apologize directly.


  

 

 

 

Responses

New Member

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1 Message

3 years ago

switched to comcast business about a year ago to save money and get free long distance. Took about a week to firgure out that none of my customers were answering my calls because the caller ID said unavailible. Tried to straighten out thru comcast and kept getting " give it a little while, it takes time" after about 2 weeks I finaly had no other place to go so I complained to the FCC. Within a couple of days Comcast was taking a personal interest in my problem and solved it right then. The biggest problem up untill now, since switching, has been that the amount of spoofed numbers and cold sales calls has gone thru the roof. Before when I had att hard wired phones we got a few but nothing like what we get now. I don't know if that is because we are using voice over internet now which makes it easier for the scammers, but I do suspect it. I suspect it because my phones have been down all day with no end in sight but I am getting calls from numbers I blocked on my on phones and cold sales calls, no customers though. I was told that comcast had the ability to send my calls to a cell phone if my service was interupted, jusy like att could before. Didn't happen and can't get to place on web site where it is could be done. Comcast told me no problems, we got a place on the web where you can just change anything anytime. That don't work either. I guess you could say I was penny wise and pound foolish. As soon as my phone starts working so I can make a call I am going back to them little copper wires. Lost enough money today to pay ATT double for the next 10 years. Won't happen again.

New Member

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1 Message

3 years ago

We are also having problems in Portland Oregon. Is it the Russians?

New Member

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1 Message

3 years ago

I know this stuff is complicated, but Comcast is killing its business customers with these massive outages.  When they do happen, the Comcast support site crashes and we cannot find out what is going on.  When we call, we are on hold for 30-45 minutes, with no help in sight.  This is far from the first massive outage you guys have had, and the same issues Comcast Business Support services had last time...they still have.  There seems to be no plan to get ahead of future issues and protect/help Comcast Business clients.  The website for support has not been bolstered to accommodate a large outage, the call centers have not been fortified to help us, and there is absolutely no indication via the comcast main website that there is a national outage happening.  We're forced to log-in to a website that is crashing due to capacity issues, to check our service.  Be proactive!!  Put a scrolling banner at the top of whatever functional Comcast webpage you guys have during one of these massive failures to let customers know, "Hey, it's not just you, it's everybody, and we're working on it as quickly as possible...".  If this were the first nationwide outage, I'd understand, but this is becoming a routine, and nobody at Comcast seems to want to get in front of the customers to let them know when it happens...again, and again, and again.  Customers would be much more understanding when they're losing thousands of dollars a day due to a Comcast failure, if Comcast would make some effort to reach out to them BEFORE they have to wait for an hour or more to get an answer, or try dozens of times to log in to an overloaded website to see what's going on.  I know my office has had enough of this.  Not because we expect 99.99% uptime, but because it appears that Comcast doesn't have our backs as business customers.  Not even a little bit.  Outage, after outage, after outage...same, "We'll just fix it and nobody will notice (until next time)" attitude.  I don't know if you don't want to try to help customers during outages because of PR, stock price, or just apathy, but since it keeps happening and nothing is being done to accommodate existing customers, it looks like the latter. 

New Member

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2 Messages

3 years ago

Yes, and not only was that happening yesterday, but my service is inturrupted today too! Now my customers have had two days of that message and will think I don't pay my phone bills or that I've closed up shop. Of course no compensation from Comcast on this either.....

 

The call forwarding feature that I input this moring isn't working either, so that was a waste of time and effort on my part. 

 

Visitor

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2 Messages

3 years ago

I am a Comcast business customer who was one of many affected by the wide service outage on Wednesday June 6, 2018. People who tried to call my business during the outage were hearing this message: "The number you have reached has been disconnected or is no longer in service..."
What a TERRIBLE message for customers to be receiving during a temporary interruption in service! Unless they know about the service outage, they will think I have gone out of business. This HAS to be changed. Something like "We are temporarily experiencing a loss of service. Please try your call again later" would be just fine. Did anyone else experience this? The same thing happened to us during the last outage. 

New Member

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1 Message

3 years ago

Same issue here. Day two again no phone service. Apparently there fix yesterday is as good as their phone service. 

New Member

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2 Messages

3 years ago

Yeah same here in PA.

How much business have I lost?

I have no idea.

No talk of reimbursement from them.

 

New Member

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1 Message

3 years ago

Ridiculous service. Is comcast going to be reimbursing us for all our lost customers and money these outages have cost our business? we will be switching carriers. 

New Member

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2 Messages

3 years ago

Well here we go with day two of outages and a crappy message notifying my customers that the call cannot be completed as dialed and call forwarding NOT forwarding. 

New Member

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1 Message

3 years ago

It now says "your call cannot be completed as dialed".  Still makes it seem like there's a problem with us as the business, or our clients, when in fact Comcast should take responsibility and provide a message that says .  But don't worry, the business you are calling is still operating and is activley searching for a NEW provider that will be more reliable and provide the service its custmers deserve.  Don't bother calling Comcast as you will NEVER be bale to talk with a live person, or if do after an hour and a half of holding, that person will "accidentally" hang up on you." 

New Member

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1 Message

3 years ago

The website is down as well, so you can't even forward calls to your cell phone?  And of course on hold forever.  This is totally unacceptable!!!

New Member

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1 Message

3 years ago

Our systems is down for the second day in a row.  This is a business plan and I need to do some business.  Please help.

New Member

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1 Message

3 years ago

RIDICULOUS! Two days and no help from anyone.. they betterbe issueing some massive credits for all of the issues and clients I have lost.

 

 

New Member

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1 Message

3 years ago

We're having the same problem in New Haven, CT.  This is a doctor's office and not good for our patients.

New Member

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1 Message

3 years ago

Phone service was down about five hours yesterday, then came back until early this afternoon, now no outbound or inbound calls but our Comcast internet is working. Can't get through on the customer service telephone line and the Account signin keeps shutting down when we try to look up current status.