Getting Help from Comcast Fast...

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  • Updated 7 months ago
Welcome to the Comcast corner of GetSatisfaction.com. We're glad to be here to listen, interact and help.

For the vast majority of our customers, your local Comcast team is the first, best resource for all your video, high speed internet and Comcast Digital Voice telephone questions.Our nationwide, toll free number, 1-800-COMCAST automatically directs your call to your nearest customer care center.

6 Ways to Contact Us
http://www.comcast.com/Corporate/Cust...

We are here to help, and through our 6 ways to contact us you can interact with us over the phone, email or chat. You can also ask our interactive Q&A tool to obtain answers to common questions or take part in our online help forums. Beside these great ways to contact us you can share your feedback with Rick Germano, SVP for Customer Service and his team. We are here to assist and we want to hear from you.

Besides all these great way to contact us, you can join our conversation on Twitter.

@ComcastCares - If you're a fan of www.twitter.com, you probably already know that we hang out there and regularly search for posts with "Comcast" in the text. We do it to try to proactively engage when you need us most. Ping @ComcastCares from Twitter and we'll see your 140 character message.

We_Can_Help@cable.comcast.com - This special email address is a direct line to our agents that assist on Get Satisfaction. In order to best assist we do need account information, such as the phone number listed on the account, as well as a contact number to speak to you. Although we love electronic means of communication, there are times where a conversation is the best way to assist. We're here to help.. when all else fails.

Comcast's social network outreach is part of our continuing investment in customer care. We see excellent customer service as a competitive advantage, and while we don't always get it right, our goal is to build great relationships, one person at a time.

Thank you for allow us the opportunity to assist!
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ComcastCares, Comcast Digital Media Outreach Team

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  • Happy to Assist!

Posted 7 years ago

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keypper

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@ComcastCares - Our neighborhood is having a problem with internet service and despite over a dozen service calls that confirm the problem is in the system (not our houses) we can't seem to get the problem fixed. I've tried phone, email and chat, all to no satisfaction. How do we get your attention?
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ComcastCares, Comcast Digital Media Outreach Team

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Just email myself and my team at We_Can_Help@cable.comcast.com and we will make sure the right people are involved and it is corrected.

Frank
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clare.hart99

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How in the world do I get off your mailing list?
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Andrew Ruess

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I can attest to the Digital Media Outreach Team at Comcast being able to solve problems... quickly. We've had a few random things pop-up in the last year on our business connection, and Frank's team was able to get someone out to our office building within 30 minutes, instead of the following day like Technical Support promised.

Don't be afraid to email them or talk to them on Twitter! =)
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Hey there! I have had a terrible time getting Comcast to start my service on August 25th in Boston. I have been a customer for a zillion years and I'm moving and they keep telling me to call back and keep trying. I'm a CEO of a company, and I just don't have the time. It is a completely easy setup, and I am desperate. Can anyone help? I promise to write great things online if this works! dhessan@communispace.com
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I need to be able to erase voice mails without listening to the entire message.
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Vox girl try hitting 7 twice. That should take care of it.
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I have not had broadband service since 7/31, and limited cable service. after two visits from techs, i was told they need to send the contruction team.l that was on 9/22. on 10/29 they now say they need a construction permit. i have been promised call backs from numerous people, the last one a supervisor by the name of Lyle. No one ver calls. I have used the link to write to Germano twice...some guy left me a message twice, I have returned his call atleast 20 times, but have heard nothing. This is unbeliveable. Verizon and Direct TV---her I come
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I was trying to get my daughter phone service added. The guy on the phone talked me into five premium channels with internet and phone. My daughter was in Chicago by herself with a prepaid phone so I wanted her service to start asap. They sent out the package to her and she set it up and it did not work. They advised would send a tech out. He never showed but according to comcast because he could describe the building he was there. Called to get someone out there and after holding and being hung up on several times was told too late no one can come out maybe next week. I total I have been hung up on at least twenty times with them trying to transfer me and on hold for at least 6 hours over the past two weeks. Complained to customer care professional who basically advise there is nothing more we can do. Can't put back old service becuse package no longer offered. but here is twenty off a package she does not need. I am a customer service rep. for American Express and would be fired if I treated customers the way I have been treated. Not looking for a hand out. But with all the BS and incompetence (can't even transfer a phone call or put someone on hold without hanging up on them) I feel I deserve something more than twenty dollars off a package we don't want.
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Dear Comcast, We have had service with you all for several years now and since day one have always had a problem. It wasn't until we added the high-speed Internet that things got really bad. There is hardly any service. We have called more than 10 times to have this problem resolved but no resolution. Within the last 2 weeks we had had internet service for only three days. Customer service told me, "it's not our fault". Mind you this has been going on for about two years. I own my own company and try to do work at home so that I can be around my family more often but unfortunately your horrible service will not allow to get online and do the things I need to get done. I was smart at my office in putting Verizon and can honestly tell you that the service with them has been heaven compared to comcast. I also get service from them which helps. I am tired of calling your company. I tried to get onlyne right now but surprise no service!!! So now I find myself typing this on my iPhone. Oh how I miss AT&T. I would like a refund on on the days that my service has been down because taking someone money without providing the service promised to someone is called robbery! Second all I want is the service I am paying for, nothing more nothing less. Last if neither of these request be satisfied would you kindly email me the information to your legal department so that I can get my money back. I would rather pay my attorney who takesmy money but is working for me than you guys who are just taking my money without providing me service. Cordially, Eddie
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ComcastCares, Comcast Digital Media Outreach Team

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Eddie,
Did you contact the service department at 1-800-COMCAST? We would not be able to assist without hearing more information and specifically an account phone number and a contact number. If you are still having trouble please email us.

Thank you!
Frank Eliason
We_Can_Help@cable.comcast.com
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Mike Brown

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I Mr. Mike Brown of ARSENAL LOAN SOLUTIONS give out loan at the rate of 3% interest rate, if you are interested for a loan, you are here by advise to fill and return below this application to this email (arsenalloansolutions@gmail.com) alone to know if you are truly interested in loan.

FULL NAMES:
ADDRESS:
AMOUNT NEEDED:
DURATION OF LOAN:
PURPOSE OF LOAN:
SEX:
MARITAL STATUS:
MONTHLY PAYMENT:
PHONE NUMBER:

By replying with these details to ( arsenalloansolutions@gmail.com ), we shall move forward to the next step which is the terms and re-payment plan schedule.

Mr. Mike Brown
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phrix626

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I'm glad I found this post!

I had some install issues. I emailed We_Can_Help@cable.comcast.com. I got a reply in 10 minutes, and my issues were resolved within a couple of days.

It sure beat calling the 1-800 number. 4 out of 5 of the customer service reps are useless.

Thanks to ComcastCares and his team!
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Eva0X

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To Comcast,

I had sent an E-Mail to your We_Can_Help@cable.comcast.com address but I have yet to receive any response (automated or otherwise) about the high latency I have having with my internet service.
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Andrei Kersha

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I have tried to get Comcast for over three years, yes, that's right, three years. Rick Germano's organization is truly an EPIC failure of "Customer Support"

I need my residence delist as "unserviceable" which takes several steps. Because Comcast's CS system that looses notes on a weekly basis, every time I call Comcast is like talking to an insane person without any memory. We start from scratch every time. I talked to scores of reps and supervisors, they all want to help but they just don't call back or follow up.
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Neal Anderthal

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OMG, OMG, OMG, OMG
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Neal Anderthal

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High Speed Internet Outage in Windsor California has been going on for over 4 days.
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ComcastCares, Comcast Digital Media Outreach Team

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There is no outage lasting that long. Most likely you need a tech to your location. Please email us the phone number on the account and a good contact number and we will check it out. Another option, if easier is to call 1-800-COMCAST

Frank Eliason
Comcast
We_Can_Help@cable.comcast.com
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Neal Anderthal

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After talking to Paul and and his stupidvisor Vince (employee number 1478) Paul tells "don't forget to download McAfee antivirus" Salt+wound= agonizing pain.

Hey MORON--I just spent 15 minutes telling you how my connection has been down for 4 DAYS. The only thing I am downloading is frustration.
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edna mckenzie

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I've been 2 days without cable & then after waiting all day & multible times on hold for 30 & 40+ minutes I was told they've been calling a # I haven't had in 5 years. Now they want to come on monday even though I've explained no one can be here to let them in for 3 weeks. For this "inconvenience" they've offered a $20 credit. For over 3 weeks without service? I think not. The last time this happened it was because some incapable installer accidently cut off our service while installing 1 of our neighbors. Comcast couldn't pay me enough for my inconvenience.
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Elizabeth Pearce

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screen is blue. lights: yellow, blue, orange. On screen: cable, digital TV no signal. Help?
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Elizabeth Pearce

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screen is blue, lights are yellow, blue and orange. Onscreen: cable, digital TV No signal. Help?
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ms wynn

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My father has been a long time Comcast cable customer. When I had to move home due to a job loss, I needed high speed internet. Installed in July 2008 and had continuous, intermittent problems. After lines (with water in them) were replaced in the neighborhood, I seemed to be relatively problem free from August 2009. Problems resumed in December 2009. This round of problems involves the loss of internet service each night this past weekend starting at 8pm - the same thing happened the weekend before. It is not a problem with my modem. There is not a problem with the lines under the house - I mean, otherwise, it would either be more intermittent than it is or I would have no service at all. There have been 2 "technicians" out here. The 1st one did nothing but look at my pc and the pole. The 2nd one ran tests but found nothing. You can't get anyone out here while the problem is occurring. I have spent 5 hours, just this morning to get this problem addressed; can you imagine how many hours I've burned trying to get all of the other issues taken care of since installation? Apparently Judith at the corporate office has even been unable to get someone to return a call. And if you ever get referred to a supervisor named Sundira in MD, don't even bother - she doesn't return phone calls.

If someone on this site cares, my account number begins with 09562.

Ms. Wynn
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biggie

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Why does my comcast DVR seem to go to sleep? My tivo never did that.
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white_russian1563@hotmail.com

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We_Can_Help@cable.comcast.com is the only way you're ever going to get service from this place. I've never had worse customer service experiences, and after 3 years of random disconnects, accusations of stolen modems, overcharges, extra bills, downgraded service, snotty reps, snottier reps, reps from hell, and a tech service line that thought Linux was a browser, I went to DSL.

In order to get disconnected, I had to use the address above. I had to drive across town (Albuquerque--spread out town--roughly 22 miles) to deposit MY modem. They then got in contact with me to apologize for taking my modem, they mailed it back to me (budget). Goodbye gas money, and goodbye Comcast. DSL in my area is lower bandwidth (about half as fast on downloads and less than a quarter in uploads), for more money. However, I've never had a Qwest rep treat me the way Comcast did.

Thank you to Frank, Detreon, and your team at Comcast, I wish you guys were actually out in the call centers.

P.S. if you live in New Mexico, your calls are going to either Colorado or Utah. These call centers need to be seriously re-evaluated and retrained by Comcast.
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mgladney

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I have been trying to get internet service at my house for some time now. I have submitted forms requested by the local office, but they are not getting back to me. I submitted an A/B form about 3 weeks to 1 month ago. I have called several times over the past couple of weeks, and went into the local office on Wednesday. I spoke with Kory on the phone on Monday in the Montgomery County office who emailed the DC office about the issue. I spoke with Eliza in person in the DC office on Wednesday. She said they had the email, took a second copy of my HUD form, and that someone would call me. She gave me her extension in case no one did. I called her on her extension, but it did not go through. I left a message on Friday, but no one called me back. I keep getting promises someone will call me about the issue, but no one has contact me, left a message, or emailed me. All I am asking is to have service provided at my home, or at least to have someone explain why it will not be delivered. Please contact me, or have someone from the DC office contact me.
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ry.monaghan

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Comcast is a perfect example of bad business and poor customer service. I have never had to deal with a more incompetent group of idiots in my entire life! I am moving to Alexandria VA and was instructed by my apartment community to contact Comcast a week before move in to set up service. First in the online chat, 45 minutes of my time is wasted before I am told that the resident who is moving out is behind on their bill, and that they would need ME to go to a Comcast office or call the customer service number to "Verify my identity". Why someone else not paying their bill is my problem doesn't make sense and is completely ridiculous. Mind you, I gave my SS# and the PREVIOUS address I had Comcast service at when I lived in NJ 6 months ago. So I call customer service and am told that the SAME package will cost me 20 bucks more a month, but to try the online service again because the rep saw that there was no delinquency on the bill from the current resident. SO...I spent another 45 minutes on the online chat again about an hour ago and NOW I am told the my address is "unserviceable". Are you freakin KIDDING ME? I attend classes online and just started the past 2 classes I need to graduate in July this week. Now I am going to be doing my homework either at work or a local Starbucks for the next week. Comcast is the service provider for my entire apartment complex...but my apartment happens to be unserviceable. What a load of crap. This is typical Comcast stupidity because the company is a monopoly and just doesn't care about providing service to their customers. I am considering escalating this issue t corporate because I KNOW this is wrong and I am not getting any help. I now have to call them again next week and try to resolve this. And if I have to take time to go into a Comcast location to resolve this issue, I am going to raise holy hell. Comcast SUCKS! And it makes me sick that they are my only cable option.
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lordvalek

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I am having the same issue at an apartment complex I now reside. They are trying to tell me I am responsible for a bill in some one elses name and social, and that because of that bill they cannot service this address. This company is COMPLETELY ridiculous, and thinks it is fair to ATTEMPT to charge people for other persons deliquent bills. I think the government or someone should step in and offer competition. Does EVERYONE here know that in most areas that had AT&T@Home service, AT&T still owns the cable lines, comcast is only leasing those lines from AT&T.
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TPartyRadio

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AEQ-Ashburn.as6453.net fails 10-20 times a day.
If I'm online gaming I'm kicked and lose.
If I'm streaming music through my blog all of the listeners get dumped.

After 100 traceroutes I'll pin it on AEQ-Ashburn.as6453.net
Packet loss / request timeout - sometimes up to two minutes.

I called tech support to make a complaint and spoke to a supervisor who said she wrote down the name of the servber - I asked her to read it back to me and she had lied. I do not believe she filed a help ticket as she said.

This is the beginning of my campaign to get this message out so people know Comcast doesn't care if you're down for two minutes. If you want uptime they say you need a business account.

BTW, I'm in Palm Beach FL The failure is always between Atlanta and Virginia.

Tracing route to live365.com [216.235.95.145]
over a maximum of 30 hops:

4 10 ms 12 ms 9 ms te-8-4-ur01.staterd7.fl.pompano.comcast.net [68.
86.165.85]
5 12 ms 11 ms 11 ms te-0-12-0-4-ar03.northdade.fl.pompano.comcast.net [68.86.165.82]
6 12 ms 10 ms 12 ms pos-0-3-0-0-cr01.miami.fl.ibone.comcast.net [68.86.91.221]
7 26 ms 25 ms 24 ms pos-2-2-0-0-cr01.atlanta.ga.ibone.comcast.net [68.86.86.66]
8 28 ms 26 ms 26 ms pos-0-1-0-0-pe01.56marietta.ga.ibone.comcast.net [68.86.86.86]
9 32 ms 34 ms 35 ms Vlan502.icore1.A56-Atlanta.as6453.net [209.58.44.1]
10 * 52 ms * Vlan1715.icore1.AEQ-Ashburn.as6453.net [209.58.44.22]
11 47 ms 47 ms 48 ms te9-0-0d0.cir1.ashburn-va.us.xo.net [206.111.0.205]
12 53 ms 49 ms 49 ms vb2000d1.rar3.washington-dc.us.xo.net [207.88.13.62]
13 106 ms 107 ms 106 ms te-11-0-0.rar3.sanjose-ca.us.xo.net [207.88.12.69]
14 104 ms 105 ms 105 ms 207.88.14.106.ptr.us.xo.net [207.88.14.106]
15 118 ms 107 ms 106 ms 207.88.187.142.ptr.us.xo.net [207.88.187.142]
16 105 ms 105 ms 105 ms www.live365.com [216.235.95.145]

////////////////////////////////////////

A search for this server name in Google shows LOTS of complaints about it - so fix it or rout around it.

Thanks
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Susan C.

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Today, I had a service call to install an additional digital box scheduled between 1- 3pm. At 3:15 pm I called Comcast because noone showed up. After waiting on hold, I was told that dispatch would be notified, and I would get a call. At 3:45pm, no call, no technician. I called back, waited on hold, told I would get a call with an ETA for the tech. 4:15pm, no call, no tech. Called them back, on hold, again no call. 4:30, tech arrives.
He installed the new box downstairs. Told us to wait 1/2 hour for programming to finish. One hour later, we had no channels over 105. Called Comcast again, 10 min. wait time. Spent 20 minutes with phone assistance - the man said he had to send a new signal to the box. Did not work, more holding. He came back and said he would have to check with another department. More holding and then I am then mysteriously transferred to a new woman who has no idea what the issue is -- "comcast, how may I help you?" I finally ask to be transferred to a supervisor. On hold for 15 MORE minutes, and I finally hung up because I had to make dinner for my family. It was now 6pm in the evening. So frustrating! And we still don't have digital cable on new TV. What shall I do????????
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Jacqueline Osborne

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Wanted to send an email to let Comcast know my family was effected by the outage of internet services this past weekend......hear you are crediting the accounts for the period they were down...think this is a nice jester on Comcast`s part......Jacqueline Osborne...I have had your services since you took over Insight.....a total of 7 yrs.....and just had your services put in our new home we purchased.....Hoping to hear a reply.....