There's an older thread about this. But I wanted to start a new one because I just had a positive experience regarding the issue. And thought my experience might help others.
About 2 weeks ago - I upgraded my Comcast "triple play package". I didn't make any changes to the phone service. The upgrade went fine. Except that the caller ID on my TV (which had been working fine) disappeared. I finally had the time to call Comcast about the issue on Sunday. And kept going around in circles for a while.
During the course of trying to troubleshoot the issue - I noticed that when I logged into my account and tried to change my phone settings (like call blocking and call forwarding) - my account info said I didn't have a phone! So I speculated that when the account was upgraded - my phone info was somehow "disconnected" from the rest of my account info (I'm not a technical person and don't know why/how this would happen).
So I made one last phone call to Comcast on Sunday. I got a rep named Robin (in Manila). He seemed pretty competent. I explained what I had found to him. He wrote up a work ticket - and assured me the problem would be fixed. Yesterday I got a call from a rep named Rachel (in Philadelphia?). She was working on my ticket - and had "reconnected" my phone with my account info (the phone options were showing up in my account). She told me the account would "recycle" overnight - and the caller ID should be working this morning. And - lo and behold - it's working now.
I realize my experience won't help everyone. But - if you change your service (or even perhaps if your service is "rebooted") - and your caller ID disappears - check that your phone is still there on your account and that it hasn't "disappeared". I can't say that all Comcast reps will understand the issue if you try to explain it to them. But there are at least some out there who will. Like Robin and Rachel (and I thank them for helping me to resolve this issue). Robyn
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