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tonyschaps-mn's profile

New Contributor

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3 Messages

Monday, January 23rd, 2023 4:00 PM

disconnected early, horrible way to end it.

Hi, 
We're closing our office for good, so I had to terminate our Business Class service effective 1/31/23. I called last Thursday, 1/19, and spoke with a nice, helpful rep (Travis L. Carter was his name or pseudonym) and explained the situation. He tried, of course, to make sure he couldn't keep us somehow, but we're going to a full-time work-from-home with an optional co-working space we can visit for meetings, Internet already provided. 
I was very clear that we need internet while closing the office, so I needed it to terminate on/after 1/31/23. He clearly understood and send me a docusign doc. I noted that the disconnect date was not on it, he said that it was in the system for 1/31, no worries. 
The next morning (1/20) after working for an hour or so, the internet dropped. Modem shows connected, but no traffic passing beyond the modem to the next hop. Reset everything of course, and finally accepted that you cut us off early, despite all my efforts to make sure that didn't happen.  I was able to connect to my hotspot and login to my Business Class account, and it showed we have no current service with you. I initiated a support chat with "Jesus" (chat ID 331687245185424690), and after checking many things over the course of an hour or so, he said he'd have to escalate it, and "The Tier II department will contact you within the next 4-8 hours to continue with this process."
No one called, texted, or emailed, the weekend came and went, I came into the office this morning, no changed. I reset the modem just for good measure, still no IP traffic. 
This was not a 'goodbye,' just a 'until we meet again." I have had generally good service and have recommended your service many times. But I guess crappy Comcast/Xfinity Home service has finally caught up with the Business Class division and infected you. Mistakes happen, but to not even acknowledge this all day Friday or over the weekend? I can imagine that your rep, as nice as he was, perhaps made a mistake in the system. But if so, and if you don't see that as YOUR problem that I should not have to deal with, there's no hope for you. 
We'll have multiple people here over the next week working on the closure, and if everyone has to use a hotspot and can't print to the networked printer, what a sour taste this will leave in my mouth as well as that of my co-workers. Many years of good service at this and our previous office wiped out by an unnecessarily bad "breakup" at the end. 

Sincerely pissed long-time ex-customer (since ~2004 at various jobs),
Tony 
<Edited: Personal Information> 

Official Employee

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13 Messages

9 days ago

I appreciate you sharing all this information with me, Tony. Thank you for reaching out to us through our forum. I'm sorry to hear that you are having troubles with your Business account. In order to further assist you, you would need to call our business number at 1-800-391-3000. They are experts in this matter and will be more than happy to assist you. -KimberlyB

New Contributor

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3 Messages

9 days ago

Who's got fricken time to sit on hold only to provide the same information already provided in order to be told I'd be contacted and then forgotten, only to be told I'd be contacted and forgotten again?  I certainly don't have more time to waste.

Your support has all the information in the chat ID I provided (transcript of which I will gladly forward to someone but not going through all that again). If someone can't click a button to restore IP connectivity to the still-connected modem until the end of the month to correct your mistake, then your company is even worse off than I thought, and I'm cutting my losses and writing you off completely.

Official Employee

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13 Messages

9 days ago

I truly do apologize for all the aggravations you have encountered. I would love to be able to assist further, however I do not have access here on this platform and you will need to reach out to our Comcast Business phone number to have the account connected again. -KimberlyB

New Contributor

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3 Messages

@Comcast_KimberlyL​ Thanks for replying and trying. If they don't provide you with any official conduit of communication except to refer people to call themselves, then I am sorry for you. Several devices are using my phone's hotspot right now, I'm not going to overtax it trying to make a phone call at this time. I already did a chat with Business Class support, it looks like all that time spent doesn't create a support ticket, as none shows in my account, so if I hadn't clicked to request an email transcript, I would have nothing at all to show for the hour I spent on chat, and so this and that all adds up to a epically screwed up support system. 

If there's nothing further you can do or refer on, then you can close this thread, and I am, as promised, finished with all of Comcast. Comcast Home lost me (a 20-year customer) last year to incompetence.