Phone Issues

Dedicated Support

How can I obtain my Comcast phone records?

How can I obtain my Comcast phone records?

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.

How can I report annoyance or harassment calls?

How can I report annoyance or harassment calls?

The following types of calls are generally considered to be "annoyance calls"

Threatening 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:

  1. Hang up the call. Pick up handset again and listen for the dial tone.
  2. Press *57 to activate Customer Originated Trace, (or dial 1157 on a rotary phone) to trace the originating number of the last call you received. Detailed information about call trace is provided later in this brochure.
  3. Notify your local law enforcement agency if you feel threatened
  4. Direct law enforcement to contact the Comcast Legal Response Center by calling: 1-866-947-8572.
Obscene Calls

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.

Abusive, Harassing, or Nuisance 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.

  1. Hang up the receiver after saying "hello" one or two times
  2. Do not stay on the line with a silent call.
  3. Do not continue to answer the phone if you have received several hang up calls.
  4. Add a deterrent message to your answering machine or voice mail, such as, "We are experiencing annoyance calls, and we are working with law enforcement to determine the source. Please leave your name, phone number, and time of your call after the tone."

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.

  1. If the caller asks, "Who is this?" you ask, "Who do you want to talk to?" or "What number did you dial?" If the call is not legitimate, these questions will normally end the call.
  2. Never give personal or credit card information over the phone on a call that you did not initiate. Personal information includes, among other things, your social security number, date of birth and bank account information.
Survey and Telemarketing Calls

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:

  1. Calls for the purpose of a survey: be very direct and inform the caller you are not interested, then hang up.
  2. Calls for the purpose of telemarketing: advise the caller that you are not interested and ask that your number be placed on their NO CALL LIST.
  3. Add your phone number to the Federal Trade Commission's Do Not Call list.
  4. Never give personal or credit card information over the phone on a call that you did not initiate.
Telemarketer's Auto-dialers

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.

Calls from Incorrectly Programmed Fax Machines or Computers

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.

Call Tracing Procedures

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.

Customer Originated Trace (*57)

What to do when an annoyance call is received:

  1. Hang up the call. Pick up handset again and listen for the dial tone.
  2. Press *57 to activate Customer Originated Trace, (or dial 1157 on a rotary phone).
  3. Stay on the line.
  4. Listen for a short recorded message confirming activation of the Call Originated Trace feature.
  5. Hang up the phone.
  6. If the call is threatening, notify your local law enforcement agency.
  7. Create a call log by writing down the date and time of the call and any details relevant to the call (dialog, sound of caller's voice, accent, background noise, etc.).
  8. Report your trace activations to the Comcast Legal Response Center by calling 1-866-947-8572. The Legal Response Center will require your name and the name of the account holder if different, the telephone number that the annoyance calls are being received on, your law enforcement case number, the name of the law enforcement officer handling the case, and a contact telephone number and fax number for law enforcement. The Legal Response Center cannot open a case without this information.

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 (*77)

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:

  1. Lift the receiver and listen for the dial tone.
  2. Press *77 and listen for a confirmation tone that the feature has been activated
Call Screening (*60)

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:

  1. Lift the receiver and listen for the dial tone.
  2. Press *60.
  3. A menu of options will guide you in managing this feature

Additional information regarding features is also available through the FAQ's on Comcast.com.