Comcast Unresponsive to unauthorized disconnection and porting out of our phone number

On May 13th our phone number, which has been assigned to our business since inception, was disconnected with no notice. After numerous phone calls we were told that someone called and cancelled our service January 25, 2017 and reassigned to a residential account. This was not done by anyone associated with House of Steep and was unauthorized. There was no recording on the number it was merely reassigned and we were told there was nothing that could be done. We have called customer service, technical support and the representative within Comcast assigned to our account. No one was helpful, could tell us why the phone was disconnected or offer any resolution. We were finally able to speak with Robert Britt who was the only person within Comcast that was able to research the problem and trace the information on what had occurred. Mr. Britt has since been trying to contact the new owner of the number and get it reassigned back to us.

We have lost a significant amount of business due to this error. It seems unfathomable that anyone can call and disconnect a number and reassign it to another account, that there is no verification by Comcast that this is authorized. This number is published on numerous websites, publications and all of our literature. To have this changed is a major undertaking and expense for a small business.

Comcast needs to rectify the situation that they created and reassign the phone number to our account immediately. Every day we receive complaints from customers who have tried to contact us to make appointments.

Responses

CCMichael

Gold Problem solver

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575 Messages

8 years ago

Hello houseofsteep and welcome to forums,

I am sorry to hear about your recent experience with customer service on getting your account fixed. Typically when making a change on a voice account it will require access to the Customer Proprietary Network Information PIN (CPNI PIN) This is a 4 digit pin code that we mail to your location or email to a qualified email address. Rules with how the CPNI is sent via email are as follows.

•If your voice service is less than 30 days old and there is an email address on file, the system will allow us to send notification by email.

•If your voice service is more than 30 days old and the email address is less than 30 days old, the system only allows notification by US Mail.

•If your voice service is more than 30 days old and the email address is more than 30 days old, the system will allow notification by email.

With all of this we require that you setup a security question to ensure the safety of your PIN. Do you recall if you setup your security question for your account?

I would like to investigate this issue more thoroughly, would you please send a private message with more details so I can investigate for you.

Thank You

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