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New Contributor

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23 Messages

Mon, Feb 28, 2022 4:50 PM

False statements on service availability

I am a Comcast business customer and have been looking for a new property. Im my search, the criteria has been availability of Comcast services. I recently found a property and checked availability online for the address and was presented with service options. Prior to going under contract for the property, I called Comcast Business directly and was assured that the address was serviceable.  With this assurance, I committed to the property. 
I then called back to Comcast Business to set up the order for 30 days out. At this time, I was told the property was NOT serviceable and that the nearest pedestal was 2000 feet away (6000 by road) and that it may cost me $80,000 to get service, if it was even possible.  Imagine the situation this puts me in.
This is the second time I have experienced this. I was assured coverage for a property back in June only to find out after signing a contract that it was not. I was able to gracefully exit that contract, but that is not the case here. 
I contacted executive escalations and was assigned a case worker. A site survey was scheduled for 2/26 from 8 am to 10 am and I was a assured a call back that day. I received no call. I called executive escalations today (Monday) and was rerouted to the general support line. I called executive escalations again and was told my case worker was not working and that the case could not be reassigned. I was assured a call back for Tuesday. I have learned that being assured a call back does not really mean anything. 
I have researched and found articles indicating that Comcast Business has an issue with erroneously verifying service availability, often costing customers thousands of dollars and ultimately never providing the service, or forcing lengthy and expensive court action to get their money back. Once case goes back to 2016.  This seems like a very long time to tolerate issues like this within a company. It gives me little confidence that my issue will be resolved at all.

Official Employee

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49 Messages

4分前

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I would like to look into the ticket for serviceability. Please send me a Direct Message with your name, business name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

New Contributor

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23 Messages

@Comcast_Dena​ are you going to be able to get my executive case escalated? 

Official Employee

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49 Messages

What I can do is look into updates for you on what is going on with the address. Have you been keeping in contact with your case manager? 

New Contributor

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23 Messages

@Comcast_Dena​ you obviously did not read my complaint. If you look at the second paragraph, your question about my case manager will be answered.
This is why I hate your company. Nobody can read or listen.

New Contributor

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9 Messages

Typically once a case is assigned to executive escalations, they will be your primary contact. I understand there have been some delays in them getting back to you, and I could imagine the frustrations that cause. 

If you like, we can check your account, check the ticket for any updates, and relay what information we can find. When it comes to further escalation, we would need to take a look at the ticket before we could determine if there are is anything we can do to further escalate/expedite the process. 

New Contributor

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23 Messages

"Some delays" does not equal promising a call and not calling. Again, this is such a gross failure in reading comprehension. If I jump through yet another hoop of logging in and direct messaging, I have to explain everything all over again, with the same limitations of comprehension.