Comcast is a major provider of Internet, cable and telecommunication services in the United States. These services are sold under the Xfinity brand name in the United States. Since Comcast is the largest provider of home Internet and cable services in the United States, it is not surprising that the company gets a lot of requests for phone-based customer service.
People call Comcast for many reasons related to their Xfinity cable television, telephone, and Internet services. These reasons include
There are several ways that you can get in touch with a Comcast representative by phone:
The Comcast voicemail system will direct your call to the appropriate department. Current customers will have to input the last four digits of their Social Security number to move forward in the system, non-customers can hit "0" to eventually be connected with a live Comcast customer support representative.
When contacting Comcast/Xfinity, keep in mind that it has separate customer support systems for business and home customers. Ensure that you have the correct phone number for the division you need before calling.
Many customers have expressed dissatisfaction with Comcast's customer service. These complaints cite long wait times, unhelpful agents and difficulty in getting representatives to cancel services when requested. It should be noted, however, that others have had positive experiences with Comcast as well.
Consumers have sometimes noted that they've received inconsistent service from customer service representatives, with representatives making promises that aren't kept by the company. Keeping a record of calls and discussions, as well as bills and receipts, can be helpful when dealing with Comcast customer service.
Noteworthy Customer Service Cases
In 2014 a journalist and his wife attempted to cancel their Comcast Internet service. The customer service "retention specialist" refused to cancel the service when the journalist's wife asked him to do so. Eventually, the journalist got on the phone and spent a long time trying to get the Comcast representative to agree to cancel the service and give him a cancellation number.
Unfortunately, the representative was less than helpful and repeatedly ignored the couple's pleas for a cancellation. The journalist recorded the call and uploaded it to the Internet so that others could listen. The recording went viral and many other people posted stories about their own negative experiences with Comcast.
It should be noted that Comcast media reports of this case seriously and pledged to do a better job with training its customer service team.
Most customer care issues can be resolved over the phone, including:
Issues that can't be handled directly or immediately with Comcast customer service include issues with malfunctioning or outdated equipment that needs to be repaired or replaced. When customers discontinue their service, they will need to return or mail their equipment to a Comcast office. Customer service agents can schedule repair appointments and direct customers in returning equipment, however.
While calling Comcast customer service usually results in the consumer getting the result he or she wants, there are situations that aren't' easily resolved by phone, at least not during the first call.
If you find yourself frustrated by Comcast phone-based customer service, consider taking the following actions: