Comcast/Xfinity
Bundle Order Mixed Up Between Downstairs and Upstairs Residents

Dear Miss Brooks,
I am writing to see if you can help get our problem addressed and handled.

Comcast called the downstairs resident to offer a phone, cable and internet bundle package. The resident downstairs thought it would be a good thing to bundle his services and would still have his old phone number of nearly fifty years. He waited for two weeks and no one came to set things up. Then one day he got a call a technician would be coming by with a router box to hook up for the bundle service of the cable and internet. The technician came, never rang the door bell, no one heard a knock either so the technician just left and cancelled the order. That's when the first calls to Comcast started and the nightmare got worse. Comcast said they were not able to port over his old phone number because his service had already been disconnected from his previous carrier. So again it cost the old gentleman more money to reestablish his old service to have his number ported to Comcast, which still to this day has not happened. Mind you it has been three weeks now the old guy had no phone service. More calls to be made to Comcast. It took three calls before anyone realized when the bundle order was placed it was never sent to the department to do the work. A supervisor stated she would have it fixed right away. Instead of bundling the service of the correct person who lives in a downstairs apartment it was bundled to the resident upstairs who already had Comcast phone service. At that time the resident downstairs had no phone service and his number was coming up on the upstairs residents phone when they would make a call. Comcast switched the downstairs number to the upstairs people's phone. Comcast admitted they did not look at the accounts correctly and just applied service to the first name at the address listed. Then when Comcast tried to fix the mess the upstairs people lost service for almost three weeks. Again Comcast was notified (call #4) the service was not corrected. The supervisor said she would send out a technician to get things set up correctly, which didn't correct the phone problem only the cable problem. Which is all messed up also because the resident downstairs had up graded his cable approx 1 1/2 years ago to get more channels which he has been paying for, but actually still received the basic cable service. Lost money there also. Would not have known this if it weren't for the cable technician who came out. He had to come to the house to remove the basic cable box that prevented all the channels from coming through. Should be a credit come back for all the time a service was paid for and was not receive. This bundle mess also interrupted the phone service for the upstairs people for two weeks. The downstairs person has not had his old number and service activated since 11/13 to this day as was promised by Comcast. Call number five made today, 1/10, to again ask what is going on and once again my call was transferred to all over the world with no one able to explain why this is still not fixed. To say the least this has become a nightmare for all of us. The man downstairs is an older man, 84 years old. His enjoyment in life is his TV, computer and talking with his friends and family on the phone. He is in a wheelchair and cannot drive any longer. I am hoping you can help with this situation since Comcast doesn't seem to care about customer service. Thank You

Company: Comcast/Xfinity
Country: USA
State: Pennsylvania
City: Philadelphia
ZIP: 19103-2838
Address: One Comcast Center
Phone: 2156651700
Site: comcast.com

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