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2 Messages

Thu, Jun 17, 2021 8:37 PM

Need to speak with someone in charge of the Business unit...nightmare installation process for 8 office locations

Does anyone know who I can contact up the "food chain" in Comcast's Business unit about how our installation process is going so far and the problems we are having?  We are half way through an 8 office SD WAN and BVE installation and as the IT Director, I would rather have 4 root canals done at once than to go through this Comcast nightmare again.  Our upper management is so frustrated with the process and the lack of responses from anyone in the Comcast Business division.  Even the Customer Experience team will not return our calls after my only conversation with one of the reps about our experience so far.  Our employees are extremely frustrated of the process they are asked to do to get to any tech support through the multiple ways we have been told that are not the correct processes.  It seems to change daily depending on who answers the call for support in what info they need to assist us. 16 account numbers is too many account numbers for any employee to keep track of just to call support.

If anyone can help point me to the right person(s)/department I can discuss this matter with, I would greatly appreciate it. Thank you.

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Official Employee

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43 Messages

1 m ago

Greetings, user_ctl! Thanks so much for taking the time to reach out to our team today and oh boy, I do truly apologize for the hassle you've been through regarding the installation process at your 8 business locations! I know as an IT manager this weight is ultimately on your shoulders and we really want to do our best to help alleviate some of the frustrations regarding your accounts. I also appreciate you taking a moment out of your day to reach out to us on our Business Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!

 

Going forward, what issues are taking place exactly specifically involving the installation process? Have our techs been able to get your network online at least and to the end devices connecting in your networks? I really once again appreciate all your patience. 

New Member

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2 Messages

1 m ago

The issues we are having mainly come from a very unorganized process for the project manager to get an installation scheduled with multiple services like SD WAN and BVE installs on the same day.  She seems to have to navigate between 4 to 5 different scheduling calendars for all of the different business units to get them schedule just for one day.  We had issues with the design portion and the provisioning team not understanding what the design team was doing which caused our first install to take over 5 weeks to get installed and working.  Thankfully I left our existing provider in place (and they still are until completion) so that we would have something to fall back to while the different teams tried to figure out what the other team was doing.

The install techs have been great and they have complimented me many times in helping in thier installation issues.  They have commented to me that this type of installation for 8 offices over a 150 mile radius is something no one on the install team has ever done.  Our PM is doing her best, but once she closes out an installation for a location, she states we are on our own now as there is no way she can get back into the system to help us.  I kind of thought a PM would be with us until the very end, but I guess no one told us it was just until one location is connected.  Our CEO has repeatedly asked for our account rep and his boss to be on conference calls with us, but we rarely hear from them until our CEO sends an e-mail begging a response from them.  My IT staff is exhausted with the number of calls we get about dropped calls and the soft client not working properly.  When we tell the employees to contact support directly as we were told to tell them, they process for them to contact support seems to change daily on whom answers the call.  Most of the time they tell the employees they just have to go through the training material and figure it out.  We have 4 out of 8 offices done. 

We started this ISP/phone provider project two years ago when I created the RFP for the vendors to use as a guideline for our requirements and services we were looking for in proposals.  We got 9 proposals, and then we narrowed it down to 2, and then ultimately signed a 3 year contract with Comcast Business last June.  A year later and we are only half way done with our PM constantly getting denied resources for her scheduling needs to be completed by our deadline of June 30th.  It would also be nice to have a liaison rep (I know you all do not have one, but you all should) to be our main contact during the whole installation process to assist us with training and getting in touch with the right people to make this installation process be as painless as possible until all of our offices have been completed and our staff trained and feel comfortable with our new services.

The only thing I can state at this time is that the Internet/data connection to the installed offices so far has worked great, once the design team, the provision team, the engineering team, and the install team all got on the same page to figure it out.  There were times I was having to explain what was needing to be done to fix something as I fully understood what the design engineer intended, but no one else understood that.  The BVE phone service is a whole other story at this time.

I would definitely like to speak to people in charge of this whole process because this current business model is not working.  Thank you. 

(edited)