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New Contributor

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3 Messages

Tue, May 25, 2021 10:26 PM

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?

Responses

Official Employee

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17 Messages

2 m ago

Hello! Thank you for reaching out to our social media team, it’s great we can connect this way! Our team of Billing gurus would love to research the early termination fees and help determine a solution here. Please send a private message with your name and service address by clicking on the chat icon at the top right of the page. Then select the Xfinity Support tab to start the chat session.

New Contributor

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3 Messages

2 m ago

This is a business account and so would suppose this would go to "small business" and not Xfinity. Also clicking on chat icon starts a peer to peer chat and requires the name of a person to send message. Not sure about the Xfinity support tab!

Official Employee

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17 Messages

My apologies for any confusion when explaining. Instead of typing in a person's name you now simply type in Xfinity Support to start the chat session. 

New Contributor

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3 Messages

2 m ago

Typing in "Xfinity Support" in the to area does not come up with any user. Again, this is a business account and I understand Xfinity support is for residential service.

Official Employee

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13 Messages

My sincerest apologies for the confusion, @3HA. In the upper right-hand corner, you should see a "chat box" icon. When you click the icon, please search for Comcast Business to create a private chat session with us for your business account needs. I appreciate your time and patience in working with us to get your concerns addressed regarding the Early Termination Fee and your contract.