Issues with account out of contract and securing new contract.
A couple months ago, my monthly payment doubled. No warning of any kind - no mail, no email, no texts, no communications at all. Overnight, my internet costs went from over $200/month to over $400/month. This is for a connection that averages 160mbps down and about 20mbps upload, under a plan that advertises 250mps download speeds.
I've been a Comcast Business customer for years, so I'm aware of the fact that my contract needs to be renewed from time to time. A few weeks before my bill increased, I got a calendar alert I'd set at the time of my last contract. So, I sent message to the agent I'd worked with for two previous contracts. Upon searching my emails when I'd found out about the increase, I found that this agent had not responded. In fact, I didn't have a response of any kind, from anyone at Comcast Business.
Over the last several weeks, I've called the only number available, gone through all the prompts, waited on hold and attempted to get in touch with someone who can help me to resolve this situation. The last three calls ended with "We'll have someone with retention calling you soon." Followed by a week or more of no calls, no emails and no attempts to resolve the situation.
Meanwhile, I have incurred two months of billing at a rate that nobody should ever have to pay for any internet connection, regardless of speed or quality. So today, I took time out of my schedule - time I do not have - and called again hoping to get a direct connection with retention. This time I did, but the agent I spoke to seemed to have made up his mind about my options before the conversation had even begun. I mentioned the increase, and that before that I'd been paying over $200/month for a connection that should never cost more than $150/month after fees based on what colleagues in the area with similar connection speeds are seeing on their bills. His response seemed to imply that I was being unreasonable. He even went on to claim that all internet connection costs from Florida to Michigan are the same per MBPS, per person.
I reiterated the issues with my connection speed (over ethernet, with up to date equipment) - and that I pay for the "300" plan that provides 250mbps download while getting barely 65% of that. I mentioned how, despite numerous calls in recent years, and a few visits from techs, my experience repeatedly follows the same pattern: my connection quality gets better, then like clockwork deteriorates over time, and lags out at times when I need it most - independant of what server or website I'm accessing. Then the cycle repeats by me picking up the phone and calling support. This ended up being nothing more than a diversion in the conversation, where it was made clear that this was all my responsibility, and that it's my fault that I didn't keep calling support and having the connection monitored over a period for analysis (which I've done in the past - who has time to do this over and over again?). I was told that no matter how long my connection didn't measure up to what I was paying, my bill is still due and I've agreed to pay it by contract.
There's really no other options in my area. The only "competitor" offers much slower speeds, if you could even call them competition. It seemed I had to bite the bullet, so I relented. However, I didn't think it fair that I'd have to pay a doubled rate for the past two months. For obvious reasons - particularly because no effort is made to notify me that my bill is going to suddenly double, as well as how difficult it's been to get in touch with someone who can resolve the issue. Maybe that's a feature of this service?
So I did what I thought would be reasonable. I offered that we reinstate a similar contract and that the last two months of billing be adjusted to that rate. I was immediately and summarily rejected on this point. As with all other points in this conversation, the finger was pointed to another department, myself - anywhere but here and now, with anyone who could potentially resolve the situation.
At this point, the agent seemed to have developed a tone of impunity, despite my attempts to remain professional. I told him that I wasn't trying to be difficult and that I didn't want to insult him or his team, but I needed to speak to a manager to see if anything could be done beyond the strict protocol he had in mind. He proceeded to inform me (barely concealing his satisfaction at the thought) that he was the only manager available in his department, and that no matter who I spoke to, nothing could be done beyond signing a new contract and paying whatever I was billed to bring the account current. Full stop. No concessions, no tangible solution had been discussed at any point in the conversation - other than a potential upsell to a higher tier. I was left empty-handed, and had to end the call without resolution.
Over the years, whenever I've had issues, Comcast support has been professional and responsive, and they've managed to resolve any issues I've had with reasonable solutions. However, all through the last two years of this most recent contract, every time I made a payment, I felt like I was paying about 15-20% more than I should. I've done my best to be cordial and respectful, to go with the flow, but now I feel like I'm being taken advantage of.
If anyone on these forums has found resolution to a similar set of issues, I'm open to your council. I'm not trying to get something for nothing. I just want to follow through with due diligence, and do everything I can to avoid a mark on my credit in the event that I have to close the account and refuse payment.
All I want is the following, and I don't think it's unreasonable:
- A new contract that's similar, or slightly less than the previous one, for the same speed.
- Any existing unpaid billing to be adjusted to reflect that same amount so that I can bring the account current under reasonable terms.
- The same professional and attentive service I've come to expect from Comcast Business so that i can continue with business as usual.
Is this really too much to ask?