PTR/rDNS Record Needed

Good morning, thanks so much for taking the time to reach out to the Digital Care Team here through the forums. I know how important having your PTR record right and you have reached the right team to help get this taken care of for you. We do see that you have been with us since 2017 and we are so lucky to have you! 

I am going to submit a request to our advanced repair team so we can get this taken care of for you which we should be reaching out within 24-48 hours. 

Before I get this request submitted, the phone number you provided does not match what we have on file. Can you confirm the phone number on file or the mac address of the modem so I can fully authenticate the account? I really do appreciate your time and patience with us. 

Thanks for your help!

I'm not sure why the phone number doesn't match, could it be for another of our locations? This account is for:

10 Strathmore Road, Natick, MA

The phone number is:

508-655-8008

Our account number is:

939106821

Our service is 

Interface:

New Ciena3916 Port 1 RJ45 handOff

EVC ID:

20.VLXP.081651..CBCL

UNI ID:

20.KRGS.033773..CBCL

Please let me know if this information isn't what is needed. 

I appreciate your detailed reply, Liza. I apologize for the inconvenience, but I will do everything I can to help and get you all the information you need. Your address and account number 939106821 help us start working on your account that has Ethernet service. The other account number is associated with a different account and the phone number does not match. I will need the phone number associated with this account since your name is not listed as an authorized contact. Do you use the Comcast Business app? If you open the app select the three lines on the left and then go to Account Details to see information on file. I hope this can help! 

There is no phone number listed in the Account Details.

The other names on the account are:

Sharon Cardellicchio

I am investigating if we are able to use your EVC ID or your UNI ID as verification. I also want to see if we can fulfill a reverse DNS request with this type of service. Thank you very much for all your time and patience. I know you have been waiting for a while now.  Once I have an update I will send you a message right away. 

I sincerely appreciate all your time and patience. What I have discovered is you will want to call our designated team at 1-800-741-4141to fulfill this request. Even if we find your account phone number or verify your account with additional information, this team will need to be involved in creating the reverse DNS. I hope this can help. I'm sorry about the curveball but this is the right direction to follow.