Customer Service

[jheron66]

Getting this error on comcast central,"

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.....But i tried changing it, i went to comcast.com, signed in and went to account and bill and there is no option to change my pin. can't view my billing statement due to this error, please help! don't feel like calling comcast and spending an hour on the phone.

[CCCarole]

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jheron66 wrote:

Getting this error on comcast central,"

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.....But i tried changing it, i went to comcast.com, signed in and went to account and bill and there is no option to change my pin. can't view my billing statement due to this error, please help! don't feel like calling comcast and spending an hour on the phone.

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Are you signing in with the Primary Username & password?  If yes- Do you have phone service or did you recently add phone service?

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.  Please post back & we can notify the Administrator if you do not have phone service.

[Queen-Evie]

IF you decide to call Comcast, please be aware that whoever you talk to will have no idea what you are talking about. If someone tells you to reset your password, don't do it. I will not solve your issue.

[jheron66]

I do have cdv and have had it for a while and I have attempted to call and that's exactly what they told me to do and u r right it did not fix my problem!!! What now?? Thank you!!!

[jheron66]

And yes I am signing in as the primary with my password.

[CCCarole]

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jheron66 wrote:
And yes I am signing in as the primary with my password.

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I have notified the Administrator of your Thread/posts.  Please watch for his reply in the Thread.

Most likely, he will request that you email him your account and personal information.  Please do not post any personal/account information in the Forums.

[CC_Dete]

We will look into this and circle back to you tomorrow.

[CC_Dete]

This should now be resolved. Please let me know what you're seeing.

[jheron66]

I am still seeing the same error, "in accordinance with the FCC you must update your security pin....". This is only happening with the acct number ending in 5002. Please advise. Thx

[CCCarole]

I've notified the Administrator. He will probably reply early business week.

[CC_Dete]

I wasn't aware that you had two accounts. Can you please shoot me an email with the account numbers and the user id's for each?

Thanks

[jheron66]

i just emailed you.

Thanks.

[jheron66]

So now the only thing that has been done is my post was deleted. Will the issue of this message, "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." ever be fixed when i view my account online ending in 5002. I have emailed Robert Detreon back with the information he requested on 3/29 with no response. and calling comcast gets me absolutely no where except asking me to change my password which does not fix the issue.

[CCCarole]

Both Detreon and Rob were notified of your post and have access to the account numbers you posted.

[CC_Dete]

This should be resolved. Please let me know what you are seeing.

[jheron66]

Yay! i just signed on again to comcast.net and I was finally able to view my bill for both accounts! it has been so long!!!! thank you everyone for the assistance - these forums really work! NOW I have another issue - maybe you guys can help? I have downloaded the app on my iphone for xfinity because i want to be able to set my dvr for shows from my phone - i have two DVR boxes in my home - I was getting an error so i logged onto comcast to try and set it up that way but when i click DVR manager i am getting the following error,  

"DVR Manager is available in your area. However, we are
unable to detect a compatible DVR in your household."

i am not sure how it can't detect a DVR box in my home since i have two - one is recording right now....any suggestions on how to fix this?

Thanks again, Jen

[CCCarole · Accepted solution]

Jen,

I would maybe post the DVR issue in the Xfinity TV Service & Equipment Forum.  LINK

See if the Experts can help with that.  If they can't they can escalate it.

[mmaggieteall]

I have the same problem. I am getting this message on my account page:

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 am logged in as the primary user. I know my security pin but there is no where on the site to enter this. I am trying to change my bank account details but I don't seem to be able to access anything - I just get this message. I have called and done live-chat but they don't seem to be able to grasp what I am telling them.

Can someone help??

[Queen-Evie]

maggie, you said you know your  pin, so I assume you have Comcast Digital Voice.

See if the information here helps you

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

[mmaggieteall]

Thanks but these are the instructions on  the link you provided:

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 drop-down menu and enter your secret answer

I cannot find the Security Pin field. Can you post  a screen shot too show where this is?

[Queen-Evie]

Unfortunately that was the only photo of any kind I could find when the sticky was composed.

I wish I could help you, but I don't have CDV.

The only thing I can do is to let the forum admin know about your issue, but it will be next week before he sees the request for escalation.

To possibly get a quicker response from someone at Comcast

Share your problem with the Comcast Cares team at We_can_help@comcast.com before 3pm EST (weekend only), you may receive a response. (I've contacted We_can_help in the past and have always received prompt replies)

Please include all of the following in your email:

    The full name on your account
    your account number
    the telephone number on file for you, in addition to the best contact number,
    the full address where service is active (or location where service is being installed)
    a detailed description of the problem

when emailing We_can_help@comcast.com

[rouge62950]

I have the same problem with my Comcast account. No resolution after one very long phone call and 3 very long online chats with different people. I use Comcast for my job but if I cannot get bill detail, I cannot get reimbursed for my work. Help!!!!!!!!!!!!!!!!! 

[kathypalmetto]

I am also having this problem. I have called and spent hours on the phone with support people who promise a solution, give me a ticket number, say they will mail me a pin and then nothing arrives and nothing is fixed. I cannot access my account information and I need to be able to do this. This account is for a home we rent out and we live in another state. What can I do to get this resolved? I am just about finished with Comcast!

[CCCarole]

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kathypalmetto wrote:

I am also having this problem. I have called and spent hours on the phone with support people who promise a solution, give me a ticket number, say they will mail me a pin and then nothing arrives and nothing is fixed. I cannot access my account information and I need to be able to do this. This account is for a home we rent out and we live in another state. What can I do to get this resolved? I am just about finished with Comcast!

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Kathy,

Just a long shot here, but is it possible that the pin number was sent to the out of state address by mistake instead of your home?   Is there any way you can check with the renters? I understand your frustration and will notify the Administrator of your post.

Post back please. 

[ComcastLarry]

kathypalmetto-

We will look into this matter for you.

[Disquiet]

I'm having the same issue.  Whenever I go to view my bill or manage my account online it says I need to have the primary user set the security question and pin.  I should be the only user on the account.

[CCCarole]

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Disquiet wrote:

I'm having the same issue.  Whenever I go to view my bill or manage my account online it says I need to have the primary user set the security question and pin.  I should be the only user on the account.

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Do you have digital phone service with Comcast?  If you do that is why the system is asking to set the security question and pin. (IF it mentions the FCC Regulations when you go into Customer Central to manage your account)

If that is what you are referencing, you should have received a pin number in the mail to enter in the system.  Again, IF you have phone service... do you?

If yes, click on this link:  LINK  and scroll down the page until you come to the section titled:

FCC Regulations and Security PIN

[tmchck]

Was there ever a resolution to this?

I'm having the same issues....I get the "FCC requires you to create a PIN and Security Question". There is a link to "update account", but when I click on that, I get a popup telling me I need to update my account and to chat with a customer service rep. There is a link to chat with the rep...who knows nothing about the issue. They did say I need it for digital voice...but I never signed up for digital voice..and when I try to log on to digitial voice, it isn't available. 

But even after reading through all of this, If they did bogusly sign me up for digital voice without my knowledge, I never recieved a PIN. And even if I had recieved a PIN, there is no where for me to use it to log on....because it just keeps telling me I need to create it...and update my account...but update my account gets me back to "chat with customer service"....I'm getting really frustrated. I just want to check on my bill.

[Disquiet]

I resolved the issue,  but it was not a convenient solution.  If you do not actually have a phone-ready cable modem and a phone to plug into such a modem, you will have to call Comcast, wait on hold, tell them you did not receive your pin number, and then wait several days for the pin number to reach you by physical mail.  You will then have to follow the instructions in the pin mailing to configure your account.

A real solution would be for Comcast to segregate whatever data the FCC is restricting so that all other access could be granted sans pin.  I should be able to view my bill without the pin.

[smithhomeschool]

I also have been having the same issue. I have tried the chat option and they do not understand the issue. I have already set up my security question and answer. Please inform me on what I need to do. Thank you so much.

[TheGrafton]

I am also having this same problem, cannot view my bill. I recently got digital voice. Please help.