Comcast adds ‘virtual hold’ to service offerings

Residents in Frederick and Warren counties started spending less time on hold with Comcast this month.

The company has announced a series of customer service improvements, including “virtual hold,” which gives customers the option to use their XFINITY My Account application to schedule a 15-minute window for a customer service representative to call back. Customers can also tweet to customer service representatives as well.

Jamie Debole, a public relations manager with Comcast, said the options are another way the company is making service more accessible for customers.

“We are re-imagining the customer experience,” Debole said. “The new option in the My Account app for customers to schedule a time for a Comcast representative to call them to resolve an issue is just one example of the work Comcast is doing to make customers’ lives easier.”

Debole said the Twitter option can be used either through public tweets to Comcast or through the private messaging function.

“It really depends on what the customer wants to do,” Debole said.

Comcast is also offering XFINITY customers the option of taking their equipment to the nearest UPS Store to send back to the company, free of cost. The company is also testing another feature for the My Account app in Boston, where customers can track a cable technician’s progress in real time, as well as receive alerts for how close the technician is to arriving.

Contact staff writer Henry Culvyhouse at 540-465-5137 ext. 184, or

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