07-08-2012 01:49 PM - edited 07-08-2012 01:49 PM
First of all, I have an ongoing issue with Comcast here.
Then we just moved... but apparently, moving does not mean that anything is transfers, even though they call it a transfer.
They open up a new account and they do not transfer over any emails nor people that can access the account.
What the heck is a transfer then????
If we could leave Comcast in the dust I'd do it today, I am absolutely furious right now.
analyst Xxxxxxx has entered room
Xxxxxxx: Hello Seena, Thank you for contacting Comcast Live Chat Support. My name is Xxxxxxx. Please give me one moment to review your information.
Seena: My Issue: We recently moved and someone came in on Friday to set us up, but our bill is still showing the same address.
Xxxxxxx: My pleasure to have you on this chat! I always remain committed and focused to provide you quality customer service at my fullest effort. Please allow me to assist you with your concern for today. I hope you are doing well today.
Xxxxxxx: I understand that you want to get the online account registered under your new address, is that correct?
Seena: HI when the cable guy came in to set us up, he thought we needed new boxes and did not know it was a transfer. That's correct. It wtill shows our old address.
Xxxxxxx: I know how important it is for you to get your online account under your new address. I can check on that for you.
Xxxxxxx: May I have your new address and your new account number please?
Seena: He didn't give us a new account number
Seena: Address is
Seena: 4631 247th Pl SE Issaquah WA 98029
Xxxxxxx: Thank you for the information.
Xxxxxxx: Seena, may I have the name on the account please?
Seena: Cameron Shinn
Xxxxxxx: Seena, it is possible that the reason why you are still seeing your old address is because you are still logged in using the Username from your old address.
Seena: We weren't told that anything changed.
Seena: It was supposed to be a transfer.
Seena: My husband and I both want the same usernames.
Xxxxxxx: I understand that. Seena, it can be transferred however the one requesting for it should be your husband because he is the account holder.
Seena: Don't I have unlimited permissions on the account?
Xxxxxxx: I apologize but you are not an authorized person on the account.
Seena: On the new account you are saying correct?
Xxxxxxx: Yes that is correct.
Seena: So let me get this straight.... Comcast yet again screwed up, opened up a new account instead of transferring. I am an authorized user on the old account, but because you all opened a new account instead of transferring it over and we now have 2 accounts, I cannot correct the situation.
Seena: Do I have that straight?
Xxxxxxx: Seena, if you transfer your account, you still get a new account number.
Seena: Why wouldn't permissions be moved as well?
Xxxxxxx: Everytime there are changes made on the account like transfer or reconnection, a new account number will always be generated. And then the account holder should be the one requesting to have the email address moved.
Seena: Why would I need to ask you to change an address after we do a transfer if we've already given you the address since we clearly have internet and cable TV here?
Seena: So th whole, "Making moving easy, transfer your account" is actually just a lie.
Xxxxxxx: Seena, I am not asking you to change anything/.
Seena: Since what you are actually doing is opening up a new service in the new residence, and even though I had permission on the old account, I cannot do anything with this one.
Xxxxxxx: I am just saying that your account number changed and the reason why you are still seeing the old address is because you are accessing the username registered to your old address.
Seena: It's a new account, we didn't actually "transfer" anything.
Xxxxxxx: As I understand correctly, you told me you recently move, correct?
Xxxxxxx: Can you please verify if this is a new account, meaning you never have a Comcast service before or you transferred your Comcast service to another address?
Seena: Seena: HI when the cable guy came in to set us up, he thought we needed new boxes and did not know it was a transfer. That's correct. It wtill shows our old address.
Seena: As I stated, it was a transfer.
Seena: We moved down the block, took our modem and cable boxes with us from the old address.
Xxxxxxx: Ok, so now we have established that this is a transfer account.
Seena: Seena: We weren't told that anything changed. Seena: It was supposed to be a transfer. Seena: My husband and I both want the same usernames.
Xxxxxxx: That means you get a new account number since it was transferred and if you want to use the username that you are using before then it can be done by requesting to have it transferred to your new address too.
Xxxxxxx: It is just normal that an account number is changed for transfer of address.
Xxxxxxx: Since you are not an authorized account user, it should be your husband that should request for the transfer of your username to your new address.
Xxxxxxx: By the way, what is the username that you are using on your account?
Seena: Right and I'm asking why if I was an authorized user on the previous account, why that does not carry over.
Xxxxxxx: It is because the account number changed for the reason that you address changed.
Seena: So again, you really didn't "transfer" anything.
Xxxxxxx: Your services were transferred to your new address.
Seena: If it was "transferred" everything including permissions would be transferred over.
Seena: Anyway, this is a waste of time, Comcast has the worst customer Service of anything that is out there.
07-08-2012 04:01 PM
When services are transferred, a new account is set up at the address, then the customer information is transferred over. This does not include authorized users because often the person transferring service would not want to keep the same person(s) authorized to make changes on the account.
Email addresses should be asked if they want to be transferred, then transferred when the new service is activated. If the email addresses are not transferred, then we can get them transferred over.
There is really no one-size-fits-all transfer, which is why the agent who you spoke to and set up the transfer should have asked those questions to make sure everything was set up on the new account correctly.
07-08-2012 06:05 PM
That is certainly not what happened in this case.
Now I have to inconveninece my husband and have him call in.
Nothing as far as I can tell is transferred except that things are working here. EMails were not transferred over, authorization was not transferred over, I cannot access any of the new boxes online because apparently we have a new account which was not given to us.
Poor poor service.
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