Early termination fee (reps extend agreements to make ETFs more painful)
In July 2020, we converted our residential Comcast service to a business account to get static IP addresses that was required to connect to client servers for a project that we were lucky to get during COVID last year. At that time, we signed a 1-year contract and leased the Comcast provided modem/router. After the project ended in Sep 2020, we called to remove the static IP address package. During this time and for several months after, we had horrendous service interruptions and were routinely thrown off video calls and after multiple calls to customer service, a tech came to troubleshoot and ended up changing the modem. 8 months later with no new projects coming through, we call to cancel our business account with the intention to switch back to a residential service and we are told that we owe $1,650+ in early termination fees. When I told the agent that we ought to have less than 2 months left in our service agreement, he pointed that we had signed a 2-year agreement in Sep 2020. We now realize the rep who helped cancel the static IP package also renewed our service (for no obvious reason and just 2 months after original contract was signed) and in fact made it a 2-year contract instead of just processing a service request to cancel the static IP address package.
I guess the reps work on commissions and are paid to “upsell” anytime a customer calls. Also, the 3-page contract we signed has no mention of ETFs and neither do the reps mention this. This is deceitful and absolutely needs to change. As of right now, we are disputing paying future bills until we can come to an agreement on what we owe to leave Comcast Business. Can we get some help here on how we can resolve this termination fee?