Visitor
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2 Messages
Unable to add services
I created an account here JUST to post my experience.
goal: add one additional phone line to our existing 5 lines.
tried:
1. calling 800-391-3000 - annoying harp music and dead-end phone tree.
a. entered main phone number, confirmed yes it's correct
b. more harp music, entered 'business' when prompted
c. more harp music, 15 seconds later, hung up on.
2. ok, let's go online and see if we can chat with them like timewarner has
a. contact us = go to our forums where the average response is FOUR DAYS
b. burried 15 links deep i find "add a line" under "phone service" - GREAT, i thought
c. that link directs me to call 888-849-1742, so i do
d. relatively quickly i get a human... now we're cooking - i thought.
e. the representative tells me she has no idea how i got to her, and 888-849-1742 has nothing to do with adding a line
a. i beg to differ, as advertised:
3. that rep directs me to call GUESS WHAT: 800-391-3000
a. i told her NO WAY, dead end, you do it.
b. she called it, and got hung up on, then she hung up on me
SO HOW THE %^#$ DO I ADD A LINE?
HELLO? Do you actually WANT any business??
Seriously, this is the absolute worst support i've ever seen - the only recourse i have is to post on a community forum, wait an average of FOUR DAYS to maybe get a response if i'm lucky.
UPDATE: i called back to 888-849-1742, in hopes to get someone else who knows how to add a line... and was told by the recording "please leave a message after the tone". Guess what my message was.
Anyway, i'm starting to think comcast doesn't actually exist and we're all just imagining this "service" - but the bills keep coming on time, so someone must be at the helm.
UnhappyInIL
Visitor
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2 Messages
9 years ago
Just updating what i've been thru the last few hours, to add to this "support theater" commedy.
4. Found a 7 year old email referencing an old account executive who surely doesn't work for comcast anymore - called that number and actually got a live person (866-647-6516, listed as "sales").
a. we kicked around the idea of entering into a new contract for a better rate, i declined
b. he added himself as our account representative (without asking or telling me)
c. he said since i didnt want a new contract, he has to forward me to "base management" and did
5. got the next live person (person #2) pretty quickly, but after looking at everything he said he can't add a line because [the first guy] claimed our account ownership, only he could. (but [the first guy] forwarded me because he can't do it without a new contract)
Update - DAY 2
6. remember guy #1 couldnt add a phone line without a contract extension (we're month to month) so forwarded me to guy #2
a. guy #2 comes back and finally says yes no problem. sends me a docusign contract for a THREE YEAR term....
b. arranged a 2 year contract, both parties signed.
update 24 Feb - TEN DAYS later... still no new line on the horizon. Now told the original contract (signed) showed one voicemail that shouldn't be there (actually it should) so we were given a new contract showing zero voicemails. We advised that yes we do need one voicemail, install the line.
UPDATE (day FOURTEEN) 29 Feb - finally have a scheduled install day, but they removed our currently static ip address... working to get that restored onto the new order.
All of this time and effort to add one phone line is rediculous.
...waiting for a line to get added still....
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CC_Jacob
Official Employee
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869 Messages
9 years ago
So sorry for the delay. Do you still need help adding the line? I was having issues pulling your account information so if you could please send me a private message with your account number, if you still need a number added.
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