How can I call you if my phone doesn't work?

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Grant Ritchie

Dependable adequacy :-)
Oct 1, 2014
1,592
1,020
113
#1
Hi guys,

Well here's something I've never done before, but customer Carole Lisacek sounded so exhausted that I thought, "What the heck."

Ms. Lisacek has been getting danced around by Comcast over a nonworking Comcast phone. I asked her to post her case here, and here's the email she sent me:

"Been on the phone since 3:15. I just can't do anything more now.
Can you post it for me?
Comcast lied to me blaming my cell phone carrier and it's not."

How could I say "no"? :) Next, is an email Ms. L just sent to one of the Comcast secondary contacts, Mike Decandido, Senior Vice President of Call Center Operations:

***

Dear Mr Decandido
My Comcast phone is not working; Comcast originally said it was an internal issue and a data specialist would work on it. I have been on the phone since 3:15 pm. It is now 6:55 pm.
A very nice gentleman named Dave called me and said it was my cell phone carrier at fault. I cannot get Comcast on the phone again to explain this to them. I transferred my house phone to a NON-Comcast customer's cell and it worked, but it will not transfer to my cell. I call my carrier and there is nothing wrong on their end. It is a Comcast issue
Can someone please fix this issue for me.
I transfer my home phone to my cell every day and cannot do that now, and must do it because of security issues
Comcast said it was them and then said it was my cell carrier. Since I forwarded my cell to a NON-COMCAST CELL, I now know it is definitely Comcast, not my carrier.
Thank you for answering my initial letter.
It is now 7:48 PM, and I began this at 3:15 PM.
I would appreciate all the help you can give me. I am extremely anxious over this due to health issues
Thank you in advance

Carole Lisacek

***

Any advice or support you can offer to Ms. Lisacek will be appreciated.

Ms. L... for my own self, I'd say you've made the right move in retiring the phone for email. Please make all of your future communications with Comcast by email, and save copies of all your correspondence.

Now, I'm going to copy in a bit of boilerplate that I send to folks with Comcast troubles:

***

If you wish to pursue an appeal, here's how.

With most companies, at this stage, I recommend that you complete and submit the company's Customer Help form. Unfortunately, this is Comcast, so they don't offer that option. What they do offer is this, a link to a blank page mockingly pre-addressed to "we can help." Well... they can help, but don't hold your breath that they will help. If you feel lucky...


Give them a week to get back to you. After that flames out, escalate your appeal to the executives you'll find listed here:


Send short, polite emails to, one at a time, with a week between each, the Primary Contact, both Secondary Contacts (in your case, only Mr. Sacunas, since you've already tried Mr. Decandido), and the Chief Executive.

Save all your correspondence and if you don't receive satisfaction, feel free to complete and submit the Elliott.org "Help" form you'll find here:


***

All that being said, maybe it won't be necessary. Maybe Mr. Decandido will come through for you. And maybe my 65-year-old self will grow a full head of hair, too. We'll see. :p

Feel better, Ms. L... you've got the A-Team on your side now.


(And me, too!)

Grant ;)
 
Likes: AAGK

Carol Phillips

Moderator
Staff Member
Advocate
Dec 28, 2014
1,232
1,686
113
Coastal South Carolina
#2
Ms Lisacek -- That was nice of our Grant Ritchie to pitch in and help you out. I hope Comcast takes note and fixes your issue!!

**NOTE** The Elliott.org site is scheduled to be down for maintenance tomorrow (Friday) from 11AM-5PM. So if you can't get through to us during those times, that'd be why. Just wanted you to be aware.
 
Aug 28, 2015
3,729
2,896
113
New York
#4
Ms, L: just to clarify, you normally are able to forward your home Comcast phone calls to a non Comcast cell, right? And suddenly The process no longer works? Is the cell device and/or cell carrier the same one that worked effectively in the past?
 
Jan 8, 2015
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#5
If I am reading right, Comcast offers cell service? I'm very confused about the whole non comcast cell service statement.

From the look of things the customer has a land line with Comcast and transfers it to her cell when not at home. For whatever reason, the transfer no longer works to her cell, but does work to at least one other cell on a different carrier?
 
Aug 28, 2015
3,729
2,896
113
New York
#7
I don't think Comcast offers cell service so I understood it as she had Comcast for land and she had been able to forward the calls to her Verizon wireless cell, for ex, but that no longer works.
 
Sep 30, 2015
9
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#8
I can certainly help a little, maybe a lot. I work for a telecom provider that sells equipment to companies such as Comcast and Verizon.

There are one of two ways calls are forwarded to a new number, for ease of explanation I will call it (a) hairpin and (b) diversion. Hairpin is when a call actually enters the switch that the called number belongs to, it sees the forwarding, then proceeds to send the call back out the same switch. Diversion is when the call never enters the switch and the inbound call is told to send the call a different way. Hairpin is much more common, and I am unsure if Comcast could even do a diversion or not. I will ask some friends of mine at Comcast, but it might take a day or two.

The easiest way to check this is to make sure the Comcast line has call forwarding turned off and call the Verizon mobile direct from that Comcast line. If that fails, open a ticket with Comcast indicating cannot call from Comcast line to Verizon mobile. This will be the most common fix.

However, if it works, turn on call forwarding, call from the Comcast line and call the Comcast line phone number. If it fails, try forwarding the line to a different terminating number and try again. Finally, make test calls from a third line to the Verizon mobile, to the Comcast line, and finally to the Comcast line that is forwarded.

Tell me the results. See chart below.

I also can make test calls that I can see the messaging that the telephone switches see when calls are made to each other. As this is my first post I am unsure how best to do that. I can post my work telephone number, have a moderator send it to the person having the problems, then I can delete it. They can call me direct 09:00 to 16:00 mountain time and I can work with them.

A - third line not the Comcast line or Verizon mobile
C - Comcast line
V - Verizon mobile

1. Turn off forwarding and C call V.
2. Turn on forwarding and C call C.
3. Leave forwarding on and C call V.
4. A call V.
5. A call C (with forwarding on).

Tell me all the results, including if successful, if busy, if fast busy, and any intercept recording messages, especially any "tags" indicated.
 

Grant Ritchie

Dependable adequacy :-)
Oct 1, 2014
1,592
1,020
113
#9
I can certainly help a little, maybe a lot. I work for a telecom provider that sells equipment to companies such as Comcast and Verizon.

There are one of two ways calls are forwarded to a new number, for ease of explanation I will call it (a) hairpin and (b) diversion. Hairpin is when a call actually enters the switch that the called number belongs to, it sees the forwarding, then proceeds to send the call back out the same switch. Diversion is when the call never enters the switch and the inbound call is told to send the call a different way. Hairpin is much more common, and I am unsure if Comcast could even do a diversion or not. I will ask some friends of mine at Comcast, but it might take a day or two.

The easiest way to check this is to make sure the Comcast line has call forwarding turned off and call the Verizon mobile direct from that Comcast line. If that fails, open a ticket with Comcast indicating cannot call from Comcast line to Verizon mobile. This will be the most common fix.

However, if it works, turn on call forwarding, call from the Comcast line and call the Comcast line phone number. If it fails, try forwarding the line to a different terminating number and try again. Finally, make test calls from a third line to the Verizon mobile, to the Comcast line, and finally to the Comcast line that is forwarded.

Tell me the results. See chart below.

I also can make test calls that I can see the messaging that the telephone switches see when calls are made to each other. As this is my first post I am unsure how best to do that. I can post my work telephone number, have a moderator send it to the person having the problems, then I can delete it. They can call me direct 09:00 to 16:00 mountain time and I can work with them.

A - third line not the Comcast line or Verizon mobile
C - Comcast line
V - Verizon mobile

1. Turn off forwarding and C call V.
2. Turn on forwarding and C call C.
3. Leave forwarding on and C call V.
4. A call V.
5. A call C (with forwarding on).

Tell me all the results, including if successful, if busy, if fast busy, and any intercept recording messages, especially any "tags" indicated.
Thank you, JCL... this is a wonderfully informative post.

Grant :)
 
Aug 28, 2015
3,729
2,896
113
New York
#10
I can certainly help a little, maybe a lot. I work for a telecom provider that sells equipment to companies such as Comcast and Verizon.

There are one of two ways calls are forwarded to a new number, for ease of explanation I will call it (a) hairpin and (b) diversion. Hairpin is when a call actually enters the switch that the called number belongs to, it sees the forwarding, then proceeds to send the call back out the same switch. Diversion is when the call never enters the switch and the inbound call is told to send the call a different way. Hairpin is much more common, and I am unsure if Comcast could even do a diversion or not. I will ask some friends of mine at Comcast, but it might take a day or two.

The easiest way to check this is to make sure the Comcast line has call forwarding turned off and call the Verizon mobile direct from that Comcast line. If that fails, open a ticket with Comcast indicating cannot call from Comcast line to Verizon mobile. This will be the most common fix.

However, if it works, turn on call forwarding, call from the Comcast line and call the Comcast line phone number. If it fails, try forwarding the line to a different terminating number and try again. Finally, make test calls from a third line to the Verizon mobile, to the Comcast line, and finally to the Comcast line that is forwarded.

Tell me the results. See chart below.

I also can make test calls that I can see the messaging that the telephone switches see when calls are made to each other. As this is my first post I am unsure how best to do that. I can post my work telephone number, have a moderator send it to the person having the problems, then I can delete it. They can call me direct 09:00 to 16:00 mountain time and I can work with them.

A - third line not the Comcast line or Verizon mobile
C - Comcast line
V - Verizon mobile

1. Turn off forwarding and C call V.
2. Turn on forwarding and C call C.
3. Leave forwarding on and C call V.
4. A call V.
5. A call C (with forwarding on).

Tell me all the results, including if successful, if busy, if fast busy, and any intercept recording messages, especially any "tags" indicated.
Thank you so much for taking the time to give such a thoughtful reply. Cell phone contracts are beyond confusing. I'm filing this away for sure!
 
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