Comcast has no commitment - cut service with no previous communication - cause we use our own modem

On Friday, we have our internet service cut and we didn't received a communication about the reason.

We waste ours talking with customer service and they were so rude and didn't help,in fact today we still have no service.

Has anybody face a situation like that because you were using your own modem?

We are a small company and have few customers engage with our servers, we can lost them because this unilateral decision of Comcast.

Gina, a Comcast supervisor was such a bad customer service person, we tried to escalate to her manager but we never received his call, we don't know if she never pass the message or all the people in customer service is like that.

We appreciate any advice from the community on fixing this or were we can escalate at a goverment level to avoid companys like comcast do this practices against small companies. We are located in Miami Florida

We sent a letter to the manager Gina said will call us, below the copy

Thanks for any help someone can provide and also appreciate if all of you can spread the word.

Dear Michael Foster,

I am writing to you after wait almost 48 hs for your call.
On Friday at around 10am, with no communication someone at Comcast business cut our internet service (despite the commitment in Comcast Web Page -> Comcast Business is committed to delivering on the promise of providing customers the most reliable data, voice, and TV services that consistently exceed expectations. - If your service is interrupted, we promise to resolve it as quickly as possible.)

After hours of talking with support, the supervisor Gina told us "because we have a modem we bought at Amazon" despite it was working for the last 4 month verified and programed by Comcast and against the commitment of the company, "there is no way for her to authorize reconnect the service to our company."

I don’t know who has the true ( I will check with Florida State authorities later) but what is unbelievable for me, is a Company like Comcast with a commitment to have a great service cut our Internet service without providing any communication first, it is unbelievable Comcast don’t care about the situation of our company and how is hurting us this unilateral decision.

Since Gina was so unhelpful I am asking to talk with a manager, she gave me your Name Mister Foster and I was kindly waiting for your call, this one never happened so I decided to look for your contact info and writing what it should be our conversation on Friday and I am committed to escalate this issue to where is necessary to avoid Comcast do this kind of things to any other small business like us.

Several month ago, in a conversation with Comcast Help desk we asked how we can lower our monthly fee.
They said, the only way for you to get a lower monthly rate, could be buying a modem and cut this recurrent cost from your bill.
We didn’t know about it, until have this conversation and we are a customer since 2012.
Then we check the Comcast web page (mention for help desk) to see what are the modems we have to use.
We noticed there is a link to Amazon there to buy those devices, we found a used one and bought it in a good fait and it is register in our accounts this expense.
Since that purchase we connected and we pass the information to Comcast to verify if it is a good modem, next step it was configured by Comcast people and was up and running until Friday as I explained above.

Trying to solve the issue as soon as possible, I went to Best Buy and bought a Motorola Modem, so there is no doubt about the origin of the Modem, but Tier 2 support told us they don’t have the passwords to access this modem remotely, you have to buy a Comcast modem.

With all that said, we still having no service from Comcast, we don’t have our Statics IP working and we are not able to continue servicing our customers, this is a huge damage to our small company.
We didn’t try to do anything wrong, we just trying to cut some expenses and doing it in a good way.
We had a really bad experience with Comcast acting this way, like our business means nothing.

I hope you can understand my words in a good way, stop this procedure from Comcast cutting service with no communication and we can get our modem running again as it was working before Friday.
We can provide all the information about how we get the modem, and you can check also internally that we provide the information and no one alert us, this is not a good modem.
Please HELP!

Thanks and looking forward to hear from you soon
 
Alejandro Migliora