3 days with no service - ABSURD

Question

I am about to explode. Long story short: - Tuesday I noticed lost of connectivity. Happened to look out the window and saw a crew is in my front yard. Asked what was going on and they said 'you'll have no connectivity for a while'. It ended up being out for 1 hour. Thanks for the head-up Comcast! Once they left I noticed a cable running from my neighbor's - Wednesday morning another crew shows up and basically destroys my front yard burying that cable. Now I have NO CONNECTIVITY. Called support and they set an appointment for a tech to stop by Thursday between 10-2pm. - Thursday - no service all day. Got a call confirming appointment for 10-2pm. the window goes by, no tech. He showed up at 3PM arguing the window was 1-3 pm. Ridiculous. Called support and they provided a credit. That does nothing for me. - Friday - still no service. Called support at 7AM and got the 'outage in your area, it should be back in 1 hr, we can't provide any further info'. It's 10AM and service is still down. So I've been with no service for 3 days, no one can do anything, no one can provide answers. This doesn't sound like 'built for business' to me. At this point they are toying with my business and therefore my ability to provide for my family. Does anyone have any idea how to escalate crap like this?

kraze · Answer

That's definitely sad to hear. Your best bet is to call the 800 number and ask that they send a request to level 2 about you having no connectivity and ask that they roll another truck, then tell them to escalate it.

If you can get a tech at your house, ask him for his supervisors name and number. Allow the tech to do his thing and if you are still offline with no valid reason provided, call the supervisor.

CyberGuyPR · Answer

New discovery: it appears my account was shut down. I talked to a 'sales executive' a month ago and informed him I wanted to move my service, but keep service active at both location until June. He said it was no problem, that he could initiate a move request and I could keep both lines active as long as I wanted but would get two bills. He also said I could cancel the old account once I permanently moved. Someone messed up good. Either what he said was wrong, or someone interpreted the move request wrong and kille dmy service. So long story short, 5 days with no service, no one could figure out what the heck happened until late last night, support said it's a Sales matter and they can't help. Let's see what the day brings today before I get a coronary thrombosis.

stevet · Answer

I have the same problem with getting service turned off after 30 days of a transfer.

I told the sales guy we'd have a prolonged move and would need service at both locations for a couple months and I'd pay for the double service. We are waiting for ComEd to upgrade power in our new building before we can move over the last 40% of our production machinery so I have been running a VPN between the 2 locations for access to our computer systems.

After they turned off internet at our old location I went around in circles for 3 days with support and sales trying to get it turned back on. Every time someone promised to get it back on I'd wait a few hours and call back and find out they can't because of the 30 day limit. I'd have to talk to sales and the only way thay can turn it back on is with a new one year contract.

That is insane since I'll only be in the building a few more weeks.

I find it incredible that something touted as Business service that you can rely on is so inflexible that they cannot figure out how to sell me another month of internet service even at double the price when they have the equipment all in place and the only thing needed is some router configuration in their office to turn it back on.

As soon as this new contract is over I'm gonna be searching for a new provider. Maybe Google will have their network installed here by then.

THIS IS INSANE.

CyberGuyPR

3 days with no service - ABSURD

kraze

CyberGuyPR

stevet