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Disconnected phone lines

A brief summary:

In September 2013 I tried to have two comcast phone lines moved to my new office.  Same city, same zip code, same horrible phone company.  I was told that I would have to have two new phone lines installed (installation fee of $59.90).  In addition, I have had to carry four lines for two months when I only needed two.  That has cost me $185.74 in unnecessary charges.  

On October 25th, Comcast finally made time to come install my internet and two new lines at my business address.  I called that day to have to the originally two phone comcast lines 'ported' to my new office.  I was told I needed to fill out a form that comcast would email me.  Days passed, no email.  I called back again (complete with the 45 minute wait/reroute comcast is known for) to request the form be emailed since I had not received it.  The rep said they would have someone email the form. Well, days passed, no email.  I called in for a third time and was told no form was needed since this was comcast to comcast transfer of lines.  I was given an ID number and an email address of a technician that was handling my account.  I sent three emails to this individual.  I have that email address, as well as my repeated emails, if needed.  After not getting a response and getting desperate for something to be done... I called again (complete with an even longer hold time and frustration that will ruin your entire week).  This time I was told, a form was needed and they would send it while I was on the phone.  I completed the form and faxed it in right away.  That was November 20th.  After sending in the form... I did not hear back... until a customer called my cell phone to tell me my BUSINESS LINE WAS DISCONNECTED... no warning, no attempt to make this a smooth transition... just disconnected the phone number I use as my work line.  I am a financial advisor... how do you think my customers will feel when they call my office line to hear it has been disconnected!  

Today is December 2, and I started calling Comcast at 8am this morning trying to get this addressed.  Turns out the numbers are being ported, and as part of that process, they cut them off (without telling me), and scheduled an appointment (without telling me) to have someone come out to my office address.  

Today's experience with customer service has been the worst.  It is now 1pm and I am still on hold with yet another rep who tells me they can fix the problem... only to put me on hold for 30 minutes before hanging up the line.  

HELP!  I have to have this fixed.  

 

Sincerely,

Feeling total disdain for comcast and grossly ripped off!

 

2 ACCEPTED SOLUTIONS

Accepted Solutions
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New Member

Re: Disconnected phone lines

I am having the same difficulties as hardworkinggal.

I ordered my business services in November. I told the sales rep I wanted my phone line taken from my residential to my business account. He said it would be "no problem--particularly since the residential account is with comcast."

My services were then installed on Dec 3rd. I mentioned to the installer that my number is suppose to be ported from my residence. He explained I needed to call comcast to have this done. I have now called comcast 5 times. In one call I was transferred 6 times and spent 1 1/2 hours on the phone. At the end of that the customer service account specialist explained that it would take about a week for the line to be ported. I was not happy at this time frame. Later that evening I did receive a call from comcast telling me it would be done by Thursday December 12th. It is now the 18th and it has not been done. Instead I have now spent two days without a home or a business phone.

 


I have spoken to 2 comcast people today who see that my ticket is being worked on by "tier 2 people", but that they cannot determine who that person is. But once that person gets it completed they will call me (luckily I have a cell phone--however, I'm about to get overage charges since I have spent sooo much time on hold with comcast trying to deal with this problem.) They estimated it might take an hour. it has now been 6 hours and I have not heard from anyone. And I still have no phone!

 

Please fix this issue ASAP.

 

And telling me that my phone is "active" will not be a welcomed response, because clearly since I have no dial tone it is NOT active, it is instead NOT IN SERVICE.

View solution in original post

0 Kudos
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Community Manager
Community Manager

Re: Disconnected phone lines

Hi NoPhone.  We have engaged the Regional Support Center to assist in resolving this issue.

 

Thank You

View solution in original post

3 REPLIES 3
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Community Manager
Community Manager

Re: Disconnected phone lines

Welcome hardworkinggal.  I apologize for the issues with your transfer of service.  Our Support Center reports the service active at this time.  Please let us know if there are additional issues or if further assistance is required.

 

Thank You

0 Kudos
Highlighted
New Member

Re: Disconnected phone lines

I am having the same difficulties as hardworkinggal.

I ordered my business services in November. I told the sales rep I wanted my phone line taken from my residential to my business account. He said it would be "no problem--particularly since the residential account is with comcast."

My services were then installed on Dec 3rd. I mentioned to the installer that my number is suppose to be ported from my residence. He explained I needed to call comcast to have this done. I have now called comcast 5 times. In one call I was transferred 6 times and spent 1 1/2 hours on the phone. At the end of that the customer service account specialist explained that it would take about a week for the line to be ported. I was not happy at this time frame. Later that evening I did receive a call from comcast telling me it would be done by Thursday December 12th. It is now the 18th and it has not been done. Instead I have now spent two days without a home or a business phone.

 


I have spoken to 2 comcast people today who see that my ticket is being worked on by "tier 2 people", but that they cannot determine who that person is. But once that person gets it completed they will call me (luckily I have a cell phone--however, I'm about to get overage charges since I have spent sooo much time on hold with comcast trying to deal with this problem.) They estimated it might take an hour. it has now been 6 hours and I have not heard from anyone. And I still have no phone!

 

Please fix this issue ASAP.

 

And telling me that my phone is "active" will not be a welcomed response, because clearly since I have no dial tone it is NOT active, it is instead NOT IN SERVICE.

View solution in original post

0 Kudos
Highlighted
Community Manager
Community Manager

Re: Disconnected phone lines

Hi NoPhone.  We have engaged the Regional Support Center to assist in resolving this issue.

 

Thank You

View solution in original post