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user_a6af1b
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Thursday, November 6th, 2025

No support is being offered for comcast internet business via chat anymore?

Hello, hope all is well.

I recently had an issue with the internet connection and reached out to Comcast for support via chat. I was surprised when the customer representative, Alla, informed me that she could not assist because our account is an "Orion Ethernet account" and directed me to call the business line instead.

As a loyal Comcast Business customer since 2014, this is the first time I've been completely denied support through the chat function. I was simply hoping for help to diagnose the modem, restart, or schedule a technician.

Due to the nature of my business and juggling a second job, I've been on meetings and unable to make a phone call at that time—which is precisely why I was trying to multitask and use the chat support. I would have called earlier if I had the availability. I always reached out to support in the past via chat and never had any problem.

Just wondering what's going on Comcast? Why "Orion Ethernet account" is not being supported through chat anymore? Can we have support for Orion Ethernet account via chat again? I've been using chat support a lot and this is really a setback. 

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28 days ago

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Comcast_Linda

Official Employee

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36 Messages

28 days ago

@user_a6af1b Thank you for communicating with us here in our community. Sorry to hear about the trouble getting assistance. I can see how you've been too busy to call in. I would recommend attempting it once more through chat. If you don't get support, we can get a ticket open for you and have someone contact you directly. Sound like a plan? 

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user_a6af1b

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@Comcast_Linda​ Hello, thanks for your reply. I already called after work before writing the feedback above. Will you be able to answer my questions above? Thanks.

(edited)

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28 days ago

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Comcast_Linda

Official Employee

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36 Messages

@user_a6af1b We'd be able to access your account, and run diagnostics. If we can't assist, we'd get a support ticket open for you. If we may help, please send a Direct Message with your full name, Business name, address, and phone number. 

 

To send a "Direct Message" / "Private chat message" message to "Comcast Business":

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon
  • or https://forums.businesshelp.comcast.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 "Comcast Business" there
  • - As you are typing a drop-down list appears. Select "Comcast Business" from that list
  • - An "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"

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28 days ago

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user_a6af1b

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@Comcast_Linda​ I already called and had the issue resolved by scheduling a visit with a technician tomorrow.

The questions that I need answers publicly: Why "Orion Ethernet account" is not being supported through chat anymore? Can we have support for Orion Ethernet account via chat again? (Also, why is our account is marked as "Orion Ethernet"?)

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28 days ago

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