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New Member

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1 Message

Wednesday, December 29th, 2021 5:22 PM

Cannot enter E911 information....

I start the desktop application. I sign in and can see all the details in the background behind the E911 popup and it is all good. BUT

I CANNOT CONFIRM MY ADDRESS WHEN ENTERED INTO E911......

I have called in about this previously. I am stuck on multiple users accounts. I am not DAFT as I am 30 year I.T. vet. I know how to type in an address too being 51 years of age and having done this once or twice in my lifetime.

No matter what combination / trick / voodoo / or chicken blood I use your app will NOT confirm the address as entered IDENTICALLY as my account shows in the website. We do exist at the given address..... the given address is REAL and we pay handsomely for it.  

ZERO response to my original ticket and now I have multiple users who cannot use their application because your app denies that our address is valid - and I cannot bypass it to just use the phone app in the meantime.

BTW..... before you tell me to login to my admin account online and fix it there..... the tech on the phone tried that on the original ticket and it also does not allow us to enter E911 information.


I want EVERYONE to know this is a bad safety issue as it pertains to my users being able to call 911 in case of an emergency. This is required by law and it is BROKEN AF on Comcast Business Desktop App.

I NEED A SOLUTION TODAY NOT TOMORROW.

Official Employee

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33 Messages

3 years ago

Hi, @user_c69db2. Thank you for bringing this to our attention. I appreciate the effort you've put in so far to resolve this issue. Since you've already had tickets opened, I want to look into your account specifically and see what steps if any have been taken on those tickets. I'll ask that you send us a private message including your name, business name, and address to start.

Steps to send a Private Message:

Click "Sign In" if necessary

Click the "Peer to peer chat" icon or https://comca.st/3EEUFFw

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there

- As you are typing a drop-down list appears. Select "Comcast Business" from that list

- A "Comcast Business" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

New Contributor

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3 Messages

2 years ago

We are having the same problem with a user's new laptop. How is it helpful, Comcast_Christina, to solve user_c69db2's issue through private chat? What is the point of this help forum if not to provide answers so we don't have to call in?

New Contributor

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1 Message

2 years ago

Having this same issue on macOS Monterey, the app will not get past the E911 confirmation rendering it unusable. I tried on the same Macbook through Windows (via Parallels) and it confirmed the address just fine. I also tried on an older iMac running High Sierra and it also confirmed the E911 address just fine. So, it appears there is some kind of bug preventing this from working with Monterey specifically. If you could look into this and try to provide a fix I would appreciate it.

Thanks

Contributor

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8 Messages

Hello there, and thank you for bringing this to our attention through our Forums! I understand you've been experiencing trouble, while trying to secure your E911 settings, and I can imagine the urgency behind this. Rest assured; you're with the pros, and our Digital Care Team is here to help, every step of the way! 

 

Before we begin, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

I no longer work for Comcast.

New Contributor

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1 Message

2 years ago

Was there ever a confirmed solution for this? My company is having this same problem today and I have a ticket open with support. They are escalating to the Tier 2 team.

All of our accounts in the BVE Manager portal show the E911 settings as active. Setting the softphone E911 settings to match and it fails to verify. The only options the error gives are to either retry or edit the address. This renders the softphone useless.

New Contributor

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2 Messages

2 years ago

Having the same problem, right now. This app is such a joke.

Official Employee

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26 Messages

@user_2ebef4 Hello! We are very sorry that you are having the same issues. We will need you to send us a Private Message with your full name and address so that we can take a look at what is going on. Here are some instructions on how to send us a PM in case you need them:

 

Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

We look forward to speaking to you there.

New Contributor

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1 Message

2 years ago

having the same issue

Trusted Forum Contributor

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57 Messages

We'd be happy to help and look into this for you @user_00e191. Please send us a DM with your name and address to begin. 

 

Click "Sign In" if necessary

Click the "Peer to peer chat" icon or https://comca.st/3EEUFFw

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there

- As you are typing a drop-down list appears. Select "Comcast Business" from that list

- A "Comcast Business" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I no longer work for Comcast.

New Contributor

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9 Messages

2 years ago

same issue  15 users

Official Employee

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33 Messages

Hello @Rick1. We appreciate you taking the time to reach out to our team on Forums. We know the importance of getting this resolved, when trying to add/update the address do you get an error message?

New Contributor

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2 Messages

2 years ago

Also having this issue . .  E911 address was previously verified but now I can't get past the address verification screen.  I'll post back if I get a useable answer.  

New Contributor

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1 Message

2 years ago

Same issue here as of this morning. Android app is functioning normally, but Windows program is broken. At least it's not just me...

(edited)

New Contributor

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2 Messages

@Kevin_B​ You've been more helpful than the Comcast representatives, thank you. I can use the app on my phone as well. At least work won't come to a complete standstill until they fix the issue...

New Contributor

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9 Messages

2 years ago

Just got off phone is tech support, they said its an issue they know about and "are working on it"................   phone app works tho

New Contributor

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2 Messages

@Rick1​ thanks for that update! 

New Contributor

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9 Messages

2 years ago

also the tech said its about the 10th call this morning he has gotten about this,     i thought the comcast forum techs might want update since they seem out of the loop

New Contributor

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4 Messages

2 years ago

This app is ridiculous, having the same issue here. Anyone get any actual help on this???

New Contributor

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9 Messages

@zachary_poirier​ its not us, its them.......all we can do is wait

New Contributor

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4 Messages

@Rick1​ this is just nuts, if it's not one thing its something else. 

New Contributor

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9 Messages

@zachary_poirier​ yeah,  it's very hard when you have 50 people looking toward you for an answer and all you can say is "they are down and no eta"

New Contributor

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10 Messages

Same issue here.  Tech support escalated to engineering...good grief

New Contributor

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4 Messages

2 years ago

Piling on. Having the same issue as well...

Contributor

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3 Messages

Hello @user_c44625, thank you for reaching out to the Xfinity Communities team for support via our Comcast Business Forums. We appreciate you bringing this E911 concern to our attention so that we may find a resolution for you. Safety is always a priority here at Xfinity and we want to ensure that your E911 service is working properly in case there is ever an emergency. To get started, can you send me a private message with your full name, service address, business name, and phone number, please? 

 

To send a direct message [private message]:
 •    Click "Sign In" if necessary
 •    Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
 •    Click the "New message" (pencil and paper) icon
 •    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
 •    - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
 •    - An "Xfinity Support" graphic replaces the "To:" line.
 •    Type your message in the text area near the bottom of the window
   Press Enter to send it

I no longer work for Comcast.

New Contributor

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4 Messages

It looks like it has resolved. Able to complete E911 verification. 

Official Employee

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43 Messages

This is great to hear, and thanks for the update. Please reach out to us for any future issues or concerns, we're here to help! 

New Contributor

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2 Messages

2 years ago

Same issue for all of our users as well.  Hopefully they find a fix soon!

New Contributor

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1 Message

2 years ago

You can add one more to the list.

Contributor

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18 Messages

Hi, @

Can you please closeout all tasks in task manager and try again? 

 

I no longer work for Comcast.