New problem solver
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17 Messages
3rd party account access?
Our business account package promotion has, or will soon be, expired. We have contacted a Sr Customer Account Manager that said they would have someone reach out to us with a new promotion. It has been a month and we are still waiting. Is someone reaching? I don't know.
The other day, I took a call from someone who announced that our Comcast account has been flagged since our Comcast Business Account promotion was about to expire and they would like to help us explore our options for better pricing. Great, I thought. After a few simple exchanges, they mentioned that they could possibly offer something better, with Comcast or somewhere else. I ask if they are an employee of Comcast and they claim they are not. ..!!
This person said they are with Converge Cloud Services (or similarly named). I asked if Comcast is wanting to dump us and contacted them to offer the lead. All they said was our account was flagged due to promotion ending.
Any one else have a similar experience?
If this is not normal Comcast behavior, I can only assume one of two scenarios: Comcast Business account(s) security has been compromised or someone within Comcast that has access to customer account information passed our contact information on to this (and other?) businesses, maybe getting a finder's fee?
There is, at least, one other reason for this that is more exploratory from Comcast, but I would like feedback first from any possible customers who had similar "offers". I would also like a reply (here) from a Comcast rep to explain this and then ultimately contact us offline with a new promotion (unless Comcast really does want to drop us...).
Comcast_ThomasC
Official Employee
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78 Messages
6 hours ago
Hello, @PaulK if a new service agreement is needed I can assist with getting you in contact with a sales representative. As far as the third party reaching out, by analyzing your internet traffic metadata, speed, and timing, they can guess your general service package tiers etc. If you suspect that your account has been breached we can submit a ticket to our Cybersecurity Operations Team.
To get started could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Comcast Business" there. A drop-down list appears. Select "Comcast Business" from that list (an "Comcast Business" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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PaulK
New problem solver
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17 Messages
5 hours ago
Hello @Comcast_ThomasC and thanks for your reply. We would like someone to contact us to explore our options. At this time we are not looking to make any service changes if we can find an acceptable package promotion. I am not in that department, but can also assist in making the connection.
As far as the 3rd party, although I can understand using available metrics to guess some variables, the timing of a promotion-ending contract seems suspect. As far as submitting a ticket, I am only assuming without facts. There are other ways for someone to gain information outside of Comcast, too (compromised email account, etc).
(edited)
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