I was a customer for 15 plus years. I have moved to an area of the country where Comcast is not available and they have cancelled my email account. Everyone I have talked to in the last 15-20 years knows my email - now it is gone. Below is the conversation I had with them.
Customer: My Issue: I want to talk to a manager!
analyst Nonalyn has entered room
Nonalyn: Hello Customer, Thank you for contacting Comcast Live Chat Support. My name is Nonalyn. Please give me one moment to review your information.
Nonalyn: Hi there! Let me give you a warm smile to make your day even brighter! I look forward to helping you today.
Nonalyn: Customer, I understand you want to talk to a manager.
Nonalyn: I always remain committed and focused to provide you quality customer service at my fullest effort. Before anything else, I want to extend apologies for any trouble, inconvenience and frustration your issue has brought along your way. I still honestly hope you're fine.
Nonalyn: May I know what is bothering you?
Customer: Are you a manager?
Nonalyn: No Customer, I am not but while I am checking if a manager is available, I would like to know what the problem is so that I can inform this to a manager once one is available.
Customer: Please have a Manager talk to me - I mean no disrespect - Thanks you
Nonalyn: Okay, I understand Customer.
Nonalyn: Please give me 2 minutes to check for a manager who is available to attend to your needs.
Customer: I appreciate you help
Nonalyn: You are welcome!
Nonalyn: Thank you for waiting patiently. We are proud of our Customer Guarantee, which includes being here for you, 24/7! You have reached the right department to help you with the login concern.
Nonalyn: Please give us 2 minutes more Customer.
Nonalyn: I am still waiting for a manager.
Nonalyn: By the way, do you know that aside from having email access, your Comcast username has a lot more capabilities? You may actually do online billing using it via Customer Central. You may also add up to 6 email secondary accounts to be used by your loved ones and friends. Furthermore, you can use it to download the latest version of Norton Antivirus for free via http://security.comcast.net
Customer: Please quit with the sales stuff. I'm not very happy with Comcast at this point....
Nonalyn: Okay, I understand. No worries, they are free features and not meant to sell. I will transfer you shortly Customer.
Nonalyn: Would there be anything else I can assist you with before the transfer?
Customer: no thanks for you help
Nonalyn: You are most welcome!
Nonalyn: It was a pleasure assisting you today. The transfer will only take a few seconds. Thank you for choosing Comcast where we always value your business Customer!
Nonalyn: Please wait, while the problem is escalated to another analyst
analyst Raymond has entered room
analyst Nonalyn has left room
Raymond: Hello, Customer.
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Customer: Hi Raymond - Are you a manager
Raymond: Yes I am. How may I help?
Customer: I need to understand why my email account has stopped. Just because I have moved to an area where Comcast isn't available. I was in Spain for six months and I used Comcast. I have been a customer for over 10-20 years. Why would you cancel my email account?
Raymond: Thank you for the information, Customer. The Comcast email account is a added feature of the Internet service and once the service for Internet is disconnected, the email account will be made inactive. The Email Username needs to have an active internet service to be active.
Customer: That is the Comcast's answer to keeping a customer? Thanks Raymond.
Raymond: I see that you have recently disconnected the Comcast service. I you need to continue using the Comcast email, your Username can be fostered on a friends or family members Comcast Internet account as a secondary email account.
Raymond: For this to be processed, we need to have permission form the account holder that will accept your Username. Also the disconnected account needs to be cleared form any balance that is reflected on the account.
Customer: Are you telling me I can retrieve emails sent to an address I've had with Comcast for years? How?
Raymond: Until we move the Username to an active account, we will not be able to reactivate the username, Customer.
Customer: After all the money I've spent with Comcast you are not going to keep my email account open. Even though you can see I move a lot? Do you think I will let my friends know? Hello!!!
Raymond: If you have friends or family members with Comcast that will agree to add your username on their account, the Username will be usable.
Raymond: In that way, even if you no longer have a Comcast service of your own, the Username can remain active.
Customer: Raymond, thank you for the insight. Can I speak to your boss?
Raymond: Currently we have no one higher than I in the office that you can speak with. However, if you are planning to send your email from the Comcast account to a non-Comcast, I may be able to leave this open for approximately 24 hours. Will this work for you?
Customer: Hi Raymond, Sorry 24 hours is not long enough. I have been using this email for over 15 years. Everyone I talk to knows this email. Give me 3 years and I'll change over to another email provider and I will be happy. Ok 3 months. but be assured I will never be a Comcast advocate. I have never had this kind of issue - WHY THE CHANGE?????
Raymond: As mentioned earlier the Email Username is part of the Internet service. Without an active internet service a Username will eventually be removed from the system automatically. The work around to keep the username active is to move it to an account with an active internet service. This is the option that we have for customers that want to continue to use the Email Username even after the account has been closed.
Raymond: This process has been around for some time. This was made to give consideration to the customers that want to continue to use the Email.
Customer: Thanks for nothing Raymond! Why doesn't Comcast allow a forwarding email when you are no longer a customer? Love the customer service and retention program. don't worry I'll post this on the net and let current customers be made aware
Customer: good day sir!
Customer: Raymond why don't you add me to your account?
Raymond: I am sorry for the situation, Customer. We have a work around for your request, all the is needed is someone that will take your Username. I am sorry; however we cannot use our account for this purpose.
Raymond: I advise for you to ask someone with an active Internet service with us to allow you to add your Username under their account.
Customer: Do you have an active account? Why don't you add me to your account?
Customer: Comcast is not available in my area....
Customer: Step up Raymond be the guy that goes the extra mile. Why should I ask someone I don't know to carry my email??????
Raymond: The account that we have is for business use and we have no way of attaching a customer's email to that. The Active account does not need to be in your area, you will only need permission form a friend or a family member to add the account.
Customer: Well, ask your mom if she can carry me? Does that make sense? me either....
Raymond: We offer the option above for this kind of situation. Without an active account, there is no other way to keep an email username active.
Customer: I can't believe this is the best answer you can provide. The key in your response is "CUSTOMER" although it is sorry customer; find someone else to carry you while you don't have a current account. But if you come back next year we'll be happy to take your money.... GOOD DAY SIR