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Business Internet Service down since September 9th

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brownljk
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Business Internet Service down since September 9th

 

 I am now taking this to writing so i have proof of reaching out for assistance because my countless calls have apparently no value.

 

On September 9th Irma hit and obviously i had lost connectivity at that point.  I gave Comcast a week to restore service before calling.  As of the following week i still had no service i went on the business site and saw the "We know there are imapcts post Irma please be patient" so i waited a few more days assuming the repair efforts were underway.

 

I then called in, explained the above and was told "yes, but your area is fine so they aren't working over there" to which i had him check the line and he did in fact detemine i had a line issue and he would dispatch a tech between the hours of 3-7 that same day.

 

At about 4:30 (on September 18th) Hamiel Rodriguez (he left his business card) showed up and spent about two hours going through his troubleshooting process and determined everything was fine at the house and this was a 'line' issue and proceeded to tell me that he needed to open a ticket with the line team (ticket # JB19079012) and that it would be fixed (his words) "in a couple of wee... i mean days". and if i wanted an update "just call the 800 number".

 

So 4 days later I call the 800 number and once again go through the process and provide them the line ticket number Haniel gave me and the response is "yea, that's an internal ticket i dont have much visibility to:" to which i respond "let me get this straight, you work for Comcast and cannot see an internal ticket status?" he replied "nope: just if it's open or closed and if it's still being worked" so i pause waiting for the status and i get "so what can i help you with?" holding what frustration i could in "ok, well it's been 4 days, what's the status?" and he replies "it's open and still being worked" and i ended the call.

 

So here we are 3 days beyond that, no idea what's happening and of course when i log in to check the status on my comcast business acocunt page it states "your internet is connected".  and it most certicantly isn't, and i can prove that in many ways...

 

here's the deal, comcast service the past 15 months has been so unstable i have to have AT&T internet in my home for fault tolerance.  Myself and My wife both work from home so I need a rather robust service and unfortunately AT&T is only able to provide 24mbps in so i have Comcast 75 coming in.  I dont have an official business, i am paying extra for the Comcast business service so i can take advangtage of the stability and SLA to repair, to which, unfortunately there isnt either.

 

AT&T was up 2 days after Irma, Comcast is still down going on 3 weeks, with continual issues over the last 15 months; at this point what would you do?  not to mention AT&T is a fraction of the $200/mo i pay Comcast.

 

i get it i'm one of 6 people that have Comcast in this area so i'm sure it's not a priority (needs of the many vs needs of few) but i signed a contract with Comcast and promises were made and they've not lived up to them regardles of how many people in my area have comcast.

 

the really funny part of this?  I have residential comcast in my condo in Key Largo and it's been GREAT! and more STABLE than my business service 35 miles away, go figure...

 

So i'm beaten and broken and just want internet so i can work without smoke and mirrors; i just called AT&T to boost my service to the max (still only 24mbps) and it will be in place by this afternoon, can i please ask if someone will look into my "internal" ticket and tell me the actual status and when i can expect service to be restored?

Accepted Solution

Re: Business Internet Service down since September 9th

@ Phil - just sent you a private message.  called customer service today, now it's my modem despite me telling him it's not so another tech will be dispatched tomorrow and i'm sure they will create an "internal" ticket for the line team and i will have been without service for 21 days.

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Re: Business Internet Service down since September 9th

Pharmer
New Member

Re: Business Internet Service down since September 9th

I've got the same issue. Business that HAS to use hard line internet! Plus, no phone since Irma hit! Every estimate is just moved forward 12 hours! Comcast can't set up a temporary phone/tower?? We went without power for 7 days- I would've thought that would be the hardest, but getting phone service is asking too much! As soon as I do get a phone- I'll be changing my $500 months account to Centurylink. My home has had internet since the power came back!
Official Employee

Re: Business Internet Service down since September 9th

 

Hi brownljk and welcome to the support forums.

 

I would like to assist with your service issues and review the area. Please remove your name and address from your original post and send me a private message with your account number and the name on the business account.

jhl-BCFC
New Contributor

Re: Business Internet Service down since September 9th

Same story here, but...no "natural disaster" to blame it on.  Comcast apparently isn't prepared (or willing) to make EVERY customer important.  Forcing their solutions (which don't work) on customers isn't a good business model.  Charging more for their solutions and providing less and less support, isn't "aligned" with the business portal claims.  Even when a customer in good faith tries to research ALL available info via the websites and online chats, the end-result is a mish-mash of mis-information, old information, and just plain false promises.  Very. Very. Disappointed. 

 

Willing to wait in line, but totally will not be surprised if this blows up into a class action lawsuit.  Hard to believe there are businesses out there (so much larger than mine) who could be totally ignored like this.  Unbelievable.

 

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brownljk
Visitor

Re: Business Internet Service down since September 9th

@ Phil - just sent you a private message.  called customer service today, now it's my modem despite me telling him it's not so another tech will be dispatched tomorrow and i'm sure they will create an "internal" ticket for the line team and i will have been without service for 21 days.

jhl-BCFC
New Contributor

Re: Business Internet Service down since September 9th

Got a call from Cloud Solutions today (yay).  This was in response to yet another voicemail plea left two days ago.  Thankfully, they were able to reach me on my cell phone.  30 minutes into the call, the Tech Help asked "Can I put you on hold for a sec.?" and then I got shunted back into the black hole of muzak and waiting "for the next available service rep" ... same as if I'd called Cloud Desk in the first place!  Thanks a lot.  Big help.... not.

 

Rinse. Repeat.  Same old story...same old song and dance.  :-(

 

Only thing I did learn, from the brief service I got was this:  Comcast's rationale for bumping UP the bill seems to be "Well, Microsoft won't discount their service for us, so we have to pass that (new) $5.95 per inbox cost on to the customer."  AND that apparently Comcast no longer provides the old "EIGHT free email inboxes" because they "no longer provide email, just internet"... Ha Ha Ha...that's pretty funny, isn't it.

 

Next step, for Business Customers, seems to be "sit back and wait" for A) another call from the 24/7 "business support" people, which should come in anytime at their convenience, tomorrow or the next day, ... and B)  another service to be dropped from your account while your comcast bill goes up.

 

Congratulations, Comcast, on the biggest display (of disdain for the clients who feed you) that I've seen yet!  Thumbs down. 

 

 

brownljk
Visitor

Re: Business Internet Service down since September 9th

**Update**

 

Still haven't heard from Phil in this forum but a tech did come out to my house yesterday.  Spent about an hour looking at the outside and then told me the same thing that the others said "there's a problem with your line".

 

he had me sign a an authorization form (first time this has happened) that said "reported to tap service" and told me "no more than 72 hours" and promptly left.

 

on my account status it states the ticket is completed and i now have no idea what is going on, no way to see a status or any way to see if they are truly working on anything.

 

21 days without service officially and i'm no further along than i was the last 11 times i called in for support, i can't believe any company can be this negligent.

jhl-BCFC
New Contributor

Re: Business Internet Service down since September 9th

"negligent" is a very charitable term to be using.  You are to be commended for your restraint.  Have been with Comcast for a dozen years and have no such charitable terms left for the arrogance of this kind of treatment of loyal customers.

 

:-(

jhl-BCFC
New Contributor

Re: Business Internet Service down since September 9th

I'd be really interested to hear HOW this works out for ya...  been at it for 2 months now... and have attained the immense honor of a "Tier 2" ticket!   This must be pretty big, cause it still "shows up" as an un-closed ticket on my account window.  All the others were "closed" immediately whether a call got dropped, the issue was resolved, or nothing was accomplished.  

 

It is such a dismal display of Customer Service that it has now become a form of dark entertainment.  ;-)

 

 

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