we_can_help generally does not respond to emails. What they do is pass on the information to someone in your local area/region. That person should call you. That person is usually a supervisor higher up on the Comcast food chain.
When they do respond to an email it is not with a canned reply.
FWIW, I have used we_can_help several times. Each time the complaint was given to someone who did call me. Each time, the problem was resolved to my satisfaction.
we_can_help is not a waste of time. Many others have also reported getting issues resolved after emailing that team.
Tell your sister to email them again and explain that it is "simply yes or no question that no Rep at the 800 number could answer".
You, or she, could also post her question here in the forum. There is a chance that someone may be able to answer it. If not, someone can escalate it to the forum admins or ask one of the employees who regularly post.
We do have a few employees who know their stuff.
Canned speech for emailing them:
You can send an email to
Comcast corporate customer service (we_can_help@cable.comcast.com).
For the quickest response, please include:
Your full name;
Service address;
Phone number & an alternate number if possible; (best contact number/time to call)
Account number;
A link to your post. (click edit in your post, choose Highlight. Copy, then paste the URL which will open directly to your post) NOTE: She will not have to include link to post because there isn't one
Or you can ask for help in the Broadband Reports Comcast Direct Forum or via Twitter.
You will not hear from a team member. One of them will contact the right person in your area and that person will call you.
It generally does not take long to get resolution when the we_can_help team gets involved.
reasd may be thinking of the email Contact Us link. Using that one does result in a canned reply.
Comcast employees must be authorized to post in the forum. Employees posting here have their names in red and are designated as employees. Names not in red are customers.
