If you have questions about your phone usage, you can find the answers fast. We provide call records and billing details online for your convenience. You can also get telephone support by speaking to a Comcast Customer Service Representative.
Comcast provides three months of call records as a customer convenience through XFINITY Connect; accessible from Xfinity.comcast.net. Customers can also access one year's worth of non-local call records through the XFINITY Voice Details in the "View My Bill" section of Comcast.com.
These records would only include outbound calls terminating outside the customers local calling area, international calls and directory assistance calls. For further assistance with accessing your account on the Comcast websites, please call 1-800-COMCAST to speak with a Comcast Customer Service Representative.
Any additional call records maintained by Comcast are company business records requiring legal process such as a subpoena or court order.
The following types of calls are generally considered to be "annoyance calls"
Calls within this category may require intervention by local law enforcement. These calls include, in extreme cases: threats to life and property, threats of kidnapping, robbery, or bodily injury to you or members of your family, or bomb threats. If you receive a threatening call:
Obscene calls are most often made by strangers. Unless something is actually said that could only pertain to you, the caller may be bluffing to make you believe that he/she knows you. The local telephone directory is a common source for obscene callers to find your name and number. Husband and wife listings and a woman's full listed name are prime targets. Listing your initials in place of your first name is one potential way to discourage these types of calls.
Often, abusive, harassing or nuisance calls are received several times in a row or very late at night. Through control and non-emotional interaction, you can help minimize repeat calls.
You may receive calls from people trying to obtain information about you. If you do not know the caller or why they are calling, there is no need to stay on the line. Remember, you do not need to answer any question asked.
Residential and business customers often believe survey and telemarketing calls to be a nuisance. Generally, calls of this nature represent legitimate use of the telephone network and are not classified as annoyance calls by Comcast or law enforcement agencies.
Suggestions for handling these calls:
Sales organizations use auto-dialer systems in an attempt to make contact with potential customers. An auto-dialing system is typically pre-programmed with telephone numbers and will dial at random. Once the call is answered, there is sometimes silence or a delay on the line. This is caused by the auto-dialing system. While you are hearing a silence, the system is ringing back for an available telemarketer. If a telemarketer is not available, the auto-dialer will disconnect. You may hear a series of clicks. Many of these systems will store numbers and may re-dial at the same or different times of the day until the customer and the telemarketer speak.
More information about how to receive fewer telemarketing calls can be found by going online to the Federal Trade Commission's website at www.donotcall.gov or by calling 1-888-382-1222. An additional source of information is the Direct Marketing Association's website at www.the-dma.org.
Businesses frequently use fax machines or computers to transmit documents or data. Occasionally, calls may be generated to incorrectly programmed numbers. Upon answering such a call, you may hear beeping or high pitched tones. Facsimile machines and computers are generally set to re-dial the programmed number multiple times. Although annoying in nature, these calls usually stop after a short period of time. Comcast considers this type of call to be "misdirected," not harassment.
In many cases, misdirected faxes can be forwarded to a known fax machine that you have access to using the 3-way calling feature. Once the fax is received, information to contact the sender should be available on the fax.
Should all attempts to end the problem be unsuccessful, a number change may be in order. Please contact your local Comcast Customer Care Center for assistance with telephone number changes.
The following information is provided to help Comcast voice service customers trace nuisance or annoying calls. By using these procedures, the Comcast Legal Response Center and your local law enforcement agency can effectively help to minimize the problem
A pattern of annoyance or harassment must be shown before deterrent action can be taken. A pattern is made when you have traced three (3) calls within a 30 day period of time coming from the same telephone number or location.
Traced information is not released to the public. The telephone number(s) that was collected by the trace(s) will be released to a law enforcement agent only. You must file a complaint with your local law enforcement agency before they will pursue any action.
What to do when an annoyance call is received:
Customer Originated Trace (*57) is automatically a part of your telephone service.
Some calls may not be traced by activating the Customer Originated Trace feature. An untraceable call originates from a number that is not compatible with Comcast's telephone network system. The most common calls that are not traceable are long distance calls from areas that do not have the same network service or phone systems that are compatible with the Customer Originated Trace feature.
For general questions about the Customer Originated Trace (*57) feature, please call your local Customer Care Center.
Anonymous Call Rejection announces to callers who block the display of their name and number that you are not accepting blocked calls and instructs them to unblock their information and dial you again.
To use Anonymous Call Rejection:
When you don't want to be interrupted by certain callers, Call Screening allows you to create a list of up to 12 numbers that will receive an announcement indicating you're not presently accepting calls.
To use Call Screening:
Additional information regarding features is also available through the FAQ's on Comcast.com.