Customer Service

[AQueenB]

That is dumb! Sorry, but it is. All i want to do is set-up an additional e-mail undr my existing account. If I had known this was going to be such a hassle, i would never have switched to voice. My new e-mail isnway more important than the voice. So now i am going to be at least week or more waiting for snail mail to arrive. I got rid of all my verizon accounts 7 of them because of their bureaucracy. I am beginning to think comcast is not much better.

[CC_Dete]

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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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Please shoot me an email with the telephone number on your account, and the email address you use to log into Customer central.

[CC_Dete]

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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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Please shoot me an email with the telephone number on your account, and the email address you use to log into Customer central.

[xaliceee]

I am having a problem with this too.

[mejilla1531]

I am having the same problem. No voice service, only tv/internet. Please help!

[rpinellimv]

Hello,

  I am having the SAME PROBLEM as everyone else and the "live chat" has been an exercise in abject frustration.

  I (supposedly) have only internet and voice, no TV service.  However, my bill this cycle is high and I suspect I am being charged for TV when I did not request it.  I want to see my bill but I get this FCC PIN nonsense every time.  There is no way to request it, no field in which to enter it.  Someone PLEASE help me log in to see my account!

Sincerely,

   Rob

[CCCarole]

Please see this information regarding what to do if you receive the FCC Notice. Clickable link

[rpinellimv]

Hello,

 Thank you for the reply, but this is NOT HELPFUL.  I have voice service and have had it for about a month now.  I HAVE NOT received a PIN in the mail, and there is NO PLACE TO ENTER THE PIN ON YOUR SITE, EVEN IF I HAD ONE.  I do not receive the screen referenced in your link where I may enter the pin.  Please help, this is extremely frustrating!

--Rob

[rpinellimv]

Another piece of information: Although I have voice service, it does not show up when I login to SmartZone.  Even though it is telling me I need a PIN (but won't let me enter one), it does not seem to think I have digital voice service when I in fact do.  There is some sort of glitch on my account causing this issue, it would seem.

[CCCarole]

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rpinellimv wrote:

Another piece of information: Although I have voice service, it does not show up when I login to SmartZone.  Even though it is telling me I need a PIN (but won't let me enter one), it does not seem to think I have digital voice service when I in fact do.  There is some sort of glitch on my account causing this issue, it would seem.

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I am escalating this to an Administrator for review. Have you called 1-800 comcast and asked them to check your account yet?  There does appear to be a problem with your account and you should have received your pin number via snail mail as well.  Please watch for a reply as your account and personal information will be needed, which cannot be posted in this public forum... Only via a PM (Private Message) or email to the Administrator.

[rpinellimv]

Ok, I will be watching (in my email account, presumably) for contact from an administrator.  Thank you for your help.

[CCCarole]

Please understand that we are fellow customers that monitor the Forums and try to help fellow users.  I understand your ffrustration with this.  We do not work for Comcast.  Right now, there are quite a few customers waiting for help by the Administrators too -So while we can report them, we can't be sure how soon you will receive a reply..

In the meantime, please do call 1-800 comcast and see if they can get your account corrected, and send out your pin number for digital voice.

You can also send an email to: We_can_help@comcast.com

Include all your information:  Full name, service address, a phone number where you can be reached easily, your Account number, and a detailed description of your issues too.

CC

[rpinellimv]

I have sent an email to we_can_help as well, and I do understand it may be some time before an administrator contacts me. As for calling 1-800 Comcast, I've already wasted a couple of hours of my life dealing with Live Chat on this issue and, from reading the forum posts, phone support has generally not been helpful for users either, so I am not going to waste more of my time on the merry-go-round there. The only thing that seems to get the issue resolved is an administrator on these forums. I do appreciate your assistance on this; I will wait to see if an administrator can help me. Thanks, Rob

[CCCarole]

Rob, I understand, but IMO, calling a CSR gives better results than Live Chat.... Here's hoping this is resolved for you soon tho.

CC

[ComcastSteve]

I fixed it on my end. Can you try and see if it works?

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rpinellimv wrote:
I have sent an email to we_can_help as well, and I do understand it may be some time before an administrator contacts me. As for calling 1-800 Comcast, I've already wasted a couple of hours of my life dealing with Live Chat on this issue and, from reading the forum posts, phone support has generally not been helpful for users either, so I am not going to waste more of my time on the merry-go-round there. The only thing that seems to get the issue resolved is an administrator on these forums. I do appreciate your assistance on this; I will wait to see if an administrator can help me. Thanks, Rob

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[rpinellimv]

Hello Steve,

  I can now log in to customer central without it prompting me for a PIN, and see my bill and manage my account.  However, it still is not showing that I have any digital voice services on my account.  I hope my phone service has not been deactivated as part of this fix!

  In SmartZone, it shows my email account.  however, under "My VoiceMail Accounts" it just says "Not a digital voice subscriber?" and has information on signing up.  If I click on the Voice tab, it takes me to an advertisement where I can learn more about voice services.  In short, it looks as if your site does not know that I have voice service through you.  I cannot control my voice features via SmartZone.  It is better but still appears to be broken. :-/

[ComcastSteve]

Ok, I'll take a look at the VM portion of the issue.

[rpinellimv]

Have you been able to figure anything out?  I dialed *99 from my home phone to try to set up voicemail, hoping it might help.  I get an announcement saying the "mailbox is not in service, goodbye."  I wouldn't mind so much except my calls are getting redirected to this announcment before my answering machine can pick them up!

[WarEagle57]

Sameer1973 posted the following, which has been edited to remove sensitive data:

Hi,

I have the same problem after logging in to Comcast website. I cannot even look at my bil but I can pay the bill How convenient? I only have Comcast internet service. No phone or cable service.

WhenI login I see the message

"n 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."

And if I click on "Update Account" it says "Comcast requires you to update your account information at this time. Please chat with a Comcast representative."

I have tried to solve it with Customer Service who tried to solve it by restarting my modem ...of course it did not work.

Account: xxxxxxx

Account # xxxxxxx

If anybody can solve it it'll be great.

Thanks.

[WarEagle57]

Sameer1973 posted the following, which has been edited to remove sensitive data:

Hi,

I have the same problem after logging in to Comcast website. I cannot even look at my bil but I can pay the bill How convenient? I only have Comcast internet service. No phone or cable service.

WhenI login I see the message

"n 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."

And if I click on "Update Account" it says "Comcast requires you to update your account information at this time. Please chat with a Comcast representative."

I have tried to solve it with Customer Service who tried to solve it by restarting my modem ...of course it did not work.

Account: xxxxxxx

Account # xxxxxxx

If anybody can solve it it'll be great.

Thanks.

[Therapist11]

I saw the thread and my primary account cannot access password changes for my secondary account either, I would greatly appreciate your help with this issue.  The primary account is Therapist11 and the secondary accound is tigersxc17

[top1ace1]

I am having the same issues as everyone.  I moved a little over a month ago.  No pin was ever mailed to me.  I am the primary account holder.

Please help me, the comcast customer support has no knowledge of this screen, and it is very frustrating when they shut off services trying to fix it...

[HH217]

It's July 2011 and I'm having the same problem. Online support does not have a clue. I have been dealing with this problem for over a week. Can somebody help please. Comcast should be all over this. Also this is why customer support should stay in the USA.

[lk4254]

i am having the same issue and have contacted customer care several times. same reply - reset password, reset modem, wait for account to update - all with no results. the last rep told me that i have to wait up to 2 days for this to resolve itself (which i am guessing will not be the case)?
i have had service with comcast for only 3 days now and have had to contact service reps several times for numerous issues! i am hoping this is not a trend...

dont get me wrong - all were very helpful, but i dont have the time to spend almost 2 hours a day trying to resolve problems with my account and services that i should not be having. i am starting to get the feeling that i should be greatful for the 30 day satisfaction policy...?

i left verizon because i had MAJOR billing issues with them every month (where they were applying my payments to the wrong account). i honestly will go without a phone if i am going to have account issues here (as i do have other options for internet providers).
can someone help me with this issue (where i can actually access my account)?

[CCCarole]

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lk4254 wrote:

i am having the same issue and have contacted customer care several times. same reply - reset password, reset modem, wait for account to update - all with no results. the last rep told me that i have to wait up to 2 days for this to resolve itself (which i am guessing will not be the case)?
i have had service with comcast for only 3 days now and have had to contact service reps several times for numerous issues! i am hoping this is not a trend...

dont get me wrong - all were very helpful, but i dont have the time to spend almost 2 hours a day trying to resolve problems with my account and services that i should not be having. i am starting to get the feeling that i should be greatful for the 30 day satisfaction policy...?

i left verizon because i had MAJOR billing issues with them every month (where they were applying my payments to the wrong account). i honestly will go without a phone if i am going to have account issues here (as i do have other options for internet providers).
can someone help me with this issue (where i can actually access my account)?

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I have notified the Administrator of your post.  Please watch for his reply here. 

CC

[johnandjo]

I'm also having the same issue. Three chat sessions and two phone calls have failed to resolve this. Could an administrator please take a look at our account and fix this problem. Not having access to the online services is cheating us since we are paying to have these.

Thanks,

John

[siege0187]

i got the same problem... have had it for MONTHS. multiple chat sessions. multiple phone calls. ....

i don't even carry phone service...

help...anyone....please....

[alti_arun]

Hi there,

Iam facing the same problem that a lot of users are facing here. I get this annoying FCC regulations message which has messed up my Account and Bill view. It does not provide me with any option to select a security pin or create a security question and answer.

Also i can no longer look at my current bill. The current balance it shows is incorrect.

I see that some users have got the issue resolved, I dont know how.

Can somebody help me here?

[CCCarole]

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alti_arun wrote:

Hi there,

Iam facing the same problem that a lot of users are facing here. I get this annoying FCC regulations message which has messed up my Account and Bill view. It does not provide me with any option to select a security pin or create a security question and answer.

Also i can no longer look at my current bill. The current balance it shows is incorrect.

I see that some users have got the issue resolved, I dont know how.

Can somebody help me here?

---

Please read the information in this post from the Billing Forum FAQ's:  LINK

Scroll down to the information about the FCC Regulations in that thread.

If you need further help, post back again.

[Alphonsis1]

I too have the FCC update error on my account.  I do not have Comcast Digital Voice.  I only have cable TV.  I've spent way too many hours with chat and phone support to no avail.  It seems that this thread has people who can fix it.  

I appreciate any support.

[CCCarole]

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Alphonsis1 wrote:

I too have the FCC update error on my account.  I do not have Comcast Digital Voice.  I only have cable TV.  I've spent way too many hours with chat and phone support to no avail.  It seems that this thread has people who can fix it.  

I appreciate any support.

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OK- I will notifiy the Administrator that you are seeing this problem eventhough you do not have digital phone service.   Question;  Do you also have Internet Service, or just cable TV?  Watch for a reply please.

CC

[bsmith2431]

I am having the same problem.  PLEASE HELP!  I can't see my bill, and I don't know what my PIN is.  How do I obtain it? I do have phone service.

[CCCarole]

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bsmith2431 wrote:

I am having the same problem.  PLEASE HELP!  I can't see my bill, and I don't know what my PIN is.  How do I obtain it? I do have phone service.

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If you do have phone service you should have received the pin number in regular mail.  Please call 1-800 comcast ands tell them you have not received your PIN number and do have phone service.

[ComcastLarry]

Alphonsis1 and bsmith2431-

Both issues have been escalated and currently being investigated. Someone will be reaching out soon.

[ABroncoFan]

I too have the FCC message and cannot update my account. I have opened up a trouble ticket with them to see if they can resolve the issue or take away this message

[ComcastLarry]

ABroncoFan-

They are working on your issue also from the ticket I checked on.

[csmiley3]

This issus is horrible.

I have had Video for six years with Comcast and recenlty upgraded to Triple Play over two weeks ago. Service works good, Router works, phone works, I can *99 to get to my voice mail. 

I can loigin to Customer Central but i get the dreaded FCC message as well.  One 2hr chat session and three differnt calls to reps.  Was told on Sunday someone would call me back in 24-72 hours.  Of course I wasnt around when they did and on several messages all they told me was the issue was resolved.  Last night's sounded very promising. She said she identified that my phone was not assigned to my account and swore she was going to call me back.  Never did.The issue is still there.

So now I can login to Cust Central but it does me no good.  I can't check my bill, I cannot manage my phone including turning off voicemail which my wife doesn't want.  She likes the answering machine, etc. 

And am really getting tired of calling Comcast and getting no service whatsoever. 

Comcast if you are listening - Do the right thing and get this resolved.  $200/mo for service should not  warrant this lack of activity to a resolution.

HELP!!!!

[gamerraf]

Hi I'm getting the same message as others:

"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."

I can't access any of my account information online, even though I'm using my primary comcast ID.

Please advise!

Thanks

[tammyridders]

Im having troubles with the pin

[chari1283]

Hi, I am having the same problem!! the last time I spoke to a rep, he was not helpful with this issue. Please help me fix this. This is a new account and the primary login.

Thank you. 

Chari

[CCCarole]

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chari1283 wrote:

Hi, I am having the same problem!! the last time I spoke to a rep, he was not helpful with this issue. Please help me fix this. This is a new account and the primary login.

Thank you. 

Chari

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I have notified the Administrator for you.  How long have you had this account please?  It usually takes abut a month tpo receive your pin nuimber via regular mail.

CC

[dob402]

I paid bill 1st time and got same error and then I tried to chat but cldnt be connected. Will my payment not go thru? And reason I pay on line is that it is supposed to be easy and quick...  hello, this was neither!

[ComcastLarry]

chari1283-

After reviewing your account I don't see any services for CDV at this time.

[grier123]

I am having the same problem and they're suggestions are NO help. Someone help please!

[chari1283]

So what can I do to resolve this???? I cannot see my account information!!! 

[grier123]

Why is this such a big problem, seemingly with alot of customers. Comcast needs to fix this huh??? And if chatting with support is an option they should be able to help.

[ldanielcwu]

My new comcast account has this problem too! 3-4 hours on live chat have solved nothing. I also had a mysterious extra 100 dollar charge on my account. Live chat claims that it's no problem, my deposit should be $200, which makes no sense for a simple internet service with no digital phone. Can somebody please help? I am the primary user.

[BT1948]

"It usually takes abut a month tpo receive your pin nuimber via regular mail." That is TOTALLY unsatisfactory. Comcast should give the customer the option to choose the PIN so that ALL services are available immediately.  Or mail the pin on the day the order to install is set.  

[hautemess]

I, too, am having this same problem. I have new service that was installed 6/1/12, and still cannot access my account online despite chatting online and 3 calls to customer service. I only have cable and internet service. I do not have voice. Has anyone been successful in getting this resolved?

[cleo5]

This issue is not fixed at all!!!! Liar!!!!! I can't do anything with my account due to this error and I can't fix it!

[CCCarole]

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cleo5 wrote:

This issue is not fixed at all!!!! Liar!!!!! I can't do anything with my account due to this error and I can't fix it!

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Did you call 1-800 Comcast?