Customer Service

[lalalee]

When I log in at comcast.com to view my eco-bills, I get a message that states, "In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed.  This will only take a few moments.  Thank you." When I click on the "Update Account" button right underneath it, I get a message that says, "Comcast requires you to update your account information at this time. Please chat with a Comcast representative." I have tried chatting with a rep, VERY unhelpful. They just try to reset my password but all that does is make it so I am unable to log in at all. I have tried calling but the agent only reset my password and modem (several times) which again did not help. What can I do?? Is anyone else having this problem? I have spent about two hours on the phone with reps, and at least another hour or two chatting but the reps seem to mess my account up even worse each time I try to contact them. Help!!

(screenshots are uploaded into my image gallery)

[CCCarole]

Are you sure that you are signing in with the Primary username and password?  Please read this link in the Billing Forum: LINK 

Also note this link which contains more helpful information regarding your bill: LINK

[lalalee]

Yes, I am sure I am signing in with the primary username etc. I had this verified about 45 minutes ago when speaking with yet another unhelpful rep.

[Queen-Evie]

lalalee, the FCC regulation applies only if you have Comcast Digital Voice phone service.

If you do have CDV, a PIN should have been sent to you via US mail. If you don't have CDV, a pin is not needed and there is a glitch in the system.

What I will do is alert a forum Admin to your post, and one of them will assist you.

[CCRodney · Accepted solution]

This issue has been resolved. Should you have any issues regarding this pin feel free to email me.

[lil_traviesa]

Hi.  I was looking to see if someone had my same problem. And I found it!  I have encountered the same thing and have chatted with reps too.  I DO NOT HAVE VOICE. I NEVER HAVE.  Please fix the glitch on my website too. Please!  Thank You!

[CCRodney]

Lil_traviesa,

Your Issue should now be resolved. If you still have this issue please send me an email.

[lil_traviesa]

Thank You so very much!  It works great! God Bless You!

[cujo31]

Hi ROdney

I too am having this problem and have spoken twice with customer service on the CHAT but have had no resolution. I am the primary account holder...help. Many thanks for your assistance!!

[CCCarole]

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cujo31 wrote:

Hi ROdney

I too am having this problem and have spoken twice with customer service on the CHAT but have had no resolution. I am the primary account holder...help. Many thanks for your assistance!!

---

I have notified the Adminstrators of your post.

CC

[CCRodney]

Hello Cujo31,

Sorry to hear you've been affected by this problem. I would love to help, Please send me an email @ Rodney_Urquhart@Cable.comcast.com with your account number and/or Account phone number. I'll get it fixed as soon as possible.

[william_latimer]

I need my account correted too please

[CCRodney]

William,

Your issue has been fixed.

[JB40]

I get the same message when trying to access the "Account & Bill" or "Users & Settings" section of the website. 

"In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed.  This will only take a few moments.  Thank you."

[RWyatt8282]

Same problem here.  Need help. 

[commanguy]

rwyatt

 A forum administrator has been notified. Please watch this thread for a response. It probably won't be until Monday at the earliest before they will see it.

Thanks

[CC_Dete]

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JB40 wrote:

I get the same message when trying to access the "Account & Bill" or "Users & Settings" section of the website. 

"In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed.  This will only take a few moments.  Thank you."

---

Have you gone through the flow to set-up the security pin?

[CC_Dete]

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RWyatt8282 wrote:

Same problem here.  Need help. 

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Have you gone through the flow to set-up the security pin?

[RWyatt8282]

I do have the PIN from when we set up our Digital Voice.  There is no where on the screen to enter the PIN.  I just get the FCC message and an "Update Account" button.  However, just like the other posters when I click the "Update Account" button it tells me to chat with a representative.  Every representative wants to reset my password.

[Queen-Evie]

RWyatt, is this the procedure you went through? I think you should see the same thing when logging into Customer Central. This is the only thing I found in the Comcast FAQ's concerning PIN's.

Entering a Security PIN

1. Log in to the SmartZone Communications Center (after you have received your Security PIN via USPS)
2. Click the Customer Central login link from the home tab or voice tab message
3. You must re-enter your password for security purposes
4. Enter your Security PIN in the Security PIN field, then select a Security Question from the dropdown and enter your secret answer
   Note:  The Security Question will be used if you cannot remember your Security PIN.
   
   
   
5. Click Update - you can now access your online voice data
   
   

[RWyatt8282]

There is no place to input a PIN.

The first screen I get is this:

When I click on "Update Account," I get this "Comcast requires you to update your account information at this time. Please chat with a Comast representative":

[Queen-Evie]

Are you signing in as the PRIMARY account holder? That's the only other thing I can think of to ask you while waiting for an admin to reply.

I have informed him of your latest post.

[CC_Dete]

Thanks for confirming - I've seen this before.

I'd like to make sure that you are using an active uid. Can you email me the UID you are using to log in with?

[RWyatt8282]

Problem solved.  Thanks so much.

[commanguy]

Glad to hear it.

Thanks for the update.

[pbwbnb]

I too am having this same problem.  I cannot view my bills and have been unsuccessful with the updating process for the pin and security etc.  Can anyone direct me on how to proceed.

thank you

[LaurelD]

I'm having the same issue.  I've contacted customer service a number of times and no one is able to resolve the problem.  There's no way for me to get to a screen to update my security information.  Once I hit the "Update Account" button, I receive an error that says "Comcast requires you to update your account information at this time.  Please chat with a representative".   What needs to be done to get this resolved?  

[CCCarole]

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LaurelD wrote:

I'm having the same issue.  I've contacted customer service a number of times and no one is able to resolve the problem.  There's no way for me to get to a screen to update my security information.  Once I hit the "Update Account" button, I receive an error that says "Comcast requires you to update your account information at this time.  Please chat with a representative".   What needs to be done to get this resolved?  

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Laurel, Did you try chat?  Click on this LINK and choose Live Chat on the left side under Contact us.

[CCCarole]

@ pbubnb

@ laurelD

The Administrator has been notified of your posts.

[CC_Dete]

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LaurelD wrote:

I'm having the same issue.  I've contacted customer service a number of times and no one is able to resolve the problem.  There's no way for me to get to a screen to update my security information.  Once I hit the "Update Account" button, I receive an error that says "Comcast requires you to update your account information at this time.  Please chat with a representative".   What needs to be done to get this resolved?  

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We've corrected this for you Laurel - please email me so I can share details. Please be sure to also include the a link to this post so I can reference the conversation.

[CC_Dete]

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pbwbnb wrote:

I too am having this same problem.  I cannot view my bills and have been unsuccessful with the updating process for the pin and security etc.  Can anyone direct me on how to proceed.

thank you

---

Hi there - can you please email the telephone number on your account? I would like to look into this further for you. Please be sure to provide a link to the conversation.

[bmparthi]

Hi
 I am having same issue after log in
 "In accordance with FCC regulations, Comcast requires the Primary user enter the Security PIN and create a Security Question and Answer. Please contact the Primary user to update the account status. Thank you"
 Recently i ordered for voice phone,but i didn't received any pin yet.
 My UID is [edited - please do not post your email address or other personal information]
 
 
 Note : I called few times to customer rep and they are not that helpful in solving this issue.
 
Any help is appreciated.
Parthi

[david137]

Hello,

I am having the same problem as well.  I moved a few months ago and started service - I have tried the live chat and customer service over the phone MANY times, but they have all been entirely unhelpful.

I get the "In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed.  This will only take a few moments.  Thank you." message on my account screen, and I cannot view any bills or update any information, and when I click to update the account, I get the same "Comcast requires you to update your account information at this time. Please chat with a Comcast representative." message.

I do NOT have nor have had any voice or phone service, only internet and basic cable. (And have never received or have a PIN)  I am also the primary (and only) account holder for my service.

Thanks for your help in fixing this problem!

[commanguy]

@david137

The forum administrator has been notified of your posting. Please monitor this thread for a response.

Thanks

[CC_Dete]

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bmparthi wrote:

Hi
 I am having same issue after log in
 "In accordance with FCC regulations, Comcast requires the Primary user enter the Security PIN and create a Security Question and Answer. Please contact the Primary user to update the account status. Thank you"
 Recently i ordered for voice phone,but i didn't received any pin yet.
 My UID is [edited - please do not post your email address or other personal information]
 
 
 Note : I called few times to customer rep and they are not that helpful in solving this issue.
 
Any help is appreciated.
Parthi

---

Can you please email the telephone number you used to establish your account and a link to this thread?

[CC_Dete]

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david137 wrote:

Hello,

I am having the same problem as well.  I moved a few months ago and started service - I have tried the live chat and customer service over the phone MANY times, but they have all been entirely unhelpful.

I get the "In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed.  This will only take a few moments.  Thank you." message on my account screen, and I cannot view any bills or update any information, and when I click to update the account, I get the same "Comcast requires you to update your account information at this time. Please chat with a Comcast representative." message.

I do NOT have nor have had any voice or phone service, only internet and basic cable. (And have never received or have a PIN)  I am also the primary (and only) account holder for my service.

Thanks for your help in fixing this problem!

---

Please email me a link to this thread and the telephone number on your account.

[mnmplus3]

Hi , I'm also having the same problems that everyone else seems to be having and getting absolutely nowhere in trying to fix it. Everyone posts here describe my problem 100%. Please help thanks so much!

[CC_Dete]

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mnmplus3 wrote:

Hi , I'm also having the same problems that everyone else seems to be having and getting absolutely nowhere in trying to fix it. Everyone posts here describe my problem 100%. Please help thanks so much!

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Please email me a link to this thread and the telephone number on your account.

[cp_billing1]

I, too, am having this problem. Thoughts?

[CCCarole]

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cp_billing1 wrote:

I, too, am having this problem. Thoughts?

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See the post above yours & email Detreon: 

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Please email me a link to this thread and the telephone number on your account.

[david137]

Thanks, Detreon!  Everything's working great now!

- David

[jtorelliewu]

Same issue. I only have digital cable, no voice and getting the same message

[claske]

Let's add one more to this bunch. This is ridiculous that this is such a problem. I have never had Comcast phone service as well and I am getting this same message that blocks me out of viewing anything on my account. Need Assistance Please!

[Queen-Evie]

claske, I am reporting your issue to the forum admin. Please check back here for his reply.

If no reply today, then it will be next week.

[CC_Dete]

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claske wrote:

Let's add one more to this bunch. This is ridiculous that this is such a problem. I have never had Comcast phone service as well and I am getting this same message that blocks me out of viewing anything on my account. Need Assistance Please!

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Happy to look into this. I will need permission to change your password so that I can log in to duplicate the issue. If you'd like to proceed, please email me the following:

Name on account

Telephone number on your account

Physical Address

Primary User ID (primary Comcast email address)

[silkbodycreme]

I rec'd a letter from Xfinity to enter or change my pin#.  I went to the site as stated in the letter but I have yet to find the area that allows me to enter or change the pin#.  HELP.  Thanks

[CCCarole]

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silkbodycreme wrote:

I rec'd a letter from Xfinity to enter or change my pin#.  I went to the site as stated in the letter but I have yet to find the area that allows me to enter or change the pin#.  HELP.  Thanks

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Are you signed in with your Primary Username and password?

See this information about the FCC Regulations & account information: (clickable link)

http://forums.comcast.com/t5/Billing/User-Generated-Billing-FAQs/m-p/902781#M4690

[AQueenB]

Like so many others, I too am having trouble getting past the FCC screen that asks for a pin and security question. I don't even know what the pin is, or where it comes from or even where to put it if I had one! I just changed over from verizon to Comcast voice, did I make a mistake? I am planning on using comcast for my business, but if this is how you operate with no one at your tech support knowing how to handle this, then maybe I should go elsewhere?

[CCCarole]

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AQueenB wrote:

Like so many others, I too am having trouble getting past the FCC screen that asks for a pin and security question. I don't even know what the pin is, or where it comes from or even where to put it if I had one! I just changed over from verizon to Comcast voice, did I make a mistake? I am planning on using comcast for my business, but if this is how you operate with no one at your tech support knowing how to handle this, then maybe I should go elsewhere?

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When you have digital voice (phone service) with Comcast you are suppose to receive a pin number in the mail.  It sounds as though you haven't received it yet.  I will notify the Administrator of your post.  Please watch for his reply in this thread...Probably on Thursday.