Comcast Digital Voice Service / comcast customer service nightmare!
I have a major complaint with Comcast digital voice service. Last month someone called into them and impersonated my wife, gave our home number, address, and had our phone service disconnected! That was easy! It then took us 5 days to get our service restored. This after several calls to their "customer advocacy specialists" and escalations.
Next, this past Friday, our phone service mysteriously stopped receiving incoming calls. We can make calls out, but when dialing our number callers get the famous "You have reached a number that has been disconnected or is no longer in service." I called them on Friday and was told 24-72hrs for repair. So that time speeds by, and still no incoming calls. So I called on Monday and was told by a "customer advocacy supervisor" that the trouble ticket would be escalated and most likely repaired that evening. He also offered me a $25.00 "customer satisfaction" credit on our account. Monday evening comes and goes, and still disconnected, so I called them again yesterday and was told that it has been escalated to Verizon, and it is out of their hands! Estimate: 48-72hrs. I was also told by another "customer advocacy specialist" that there was none else I could speak to beyond her, they don't have a consumer affairs hotline (just a PO Box in Texas), and there was no more information she could provide me. She won't give me her last name, number (understandable I suppose), or even which office she works out of (that's less understandable). Her supervisor just does "administrative things", and her supervisor's supervisor also just does "administrative things". She also told me she would be happy to take a disconnect order from me. Nice people! Talk about no accountability, no responsibility and the burden of getting something done squarely on the consumer.
By the way, because of the security issue with the first incident, I asked at that time to have a security password put on our account so that random people who happen to know our address (which unfortunately is listed) can't mess with our account. You would think that after what happened they would ask me for that password, but I have yet to be asked for it once during any of my calls in to them. Each time I ask about that I am told, yes, the password is noted on the account and, yes, they "should have" asked me for it. Wow...
So we're going on day 6 of disconnected phone service, Comcast has no information and no way to voice a complaint, and we are running up our cell phone minutes taking calls on those. It seems like a $25.00 credit is just not enough.
In my opinion, Comcast digital voice customer service is just about the worst out there. I've already got an order in with Verizon to port our number over, but that will not likely occur until Monday. I'm also switching over from Comcast cable internet to Verizon high speed DSL at the same time, just out of principle!
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