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New problem solver

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6 Messages

Wednesday, August 30th, 2023 9:34 PM

Not allowing changing of Business Internet plans. (Downgrade) How is this legal?

My promotion period ended for our Business Internet 200 Standard and have been trying to downgrade to Business Internet Standard 100 unsuccessfully to the point Im ready to drop Comcast altogether for an alternative provider.

I called two days ago requesting the downgrade. After the CSR tried to upsell me, I explained we downsized our computers by half and simply dont need the 220 down bandwith. CSR tried to upsell me a Comcast Business Modem for $19.99 and explained Im already using one that's Comcast Business Compatible and dont need an extra one. I was then placed on hold for so long the hold music stopped and he never returned back.

I called again and Comcast explained they would send over a Docusign document to finalize the downgrade but it never appeared.

I called the next day 8/29 and was told by Comcast Support the Retention CSR who was working with me the previous day would call me back in 5 minutes but never received a call.

I  waited and called back that day again asking about the status. Tier 1 Comcast support was able to get the same Retiontion CSR on their internal chat and was told I'd receive the Docusign document to downgrade ASAP but again nothing.

All four times, the support logs are flagged as "closed" with no resolution. 

I receive a Text message from Comcast asking to rate my experience from 0 worst to 10 best and gave them a 0 explaining why.

I received a call the next morning from Comcast Business Support discussing the shortcomings and was told I'd receive a call later this afternoon to resolve the issue.

A call came in around 4:45pm EST and the CSR was from XFinity and could only help with Residential Service and not Business Internet downgrades.

I've been a very loyal Comcast Business customer but this is seriously now in question if you are unable to provide simple change requests on both the upgrade and downgrade side.

Accepted Solution

New problem solver

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6 Messages

9 months ago

To all Comcast Business customers experiencing issues, delays, or lack of transparency regarding Service Order Agreements (SOA's)for Change Requests. (downsize in my case) you will get a much faster response just sending them a Direct Message to the handle Comcast Business (two words). I tried over the phone 4 times across a couple days with no resolution, empty promises, and just left feeling frustrated. The issue was quickly resolved over Direct Message in a matter of hours.

This can be marked closed.

Official Employee

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80 Messages

@DannyJ I am so thrilled that we were able to turn this into a better experience for you and help you resolve the billing concerns. I hope that you have a fabulous rest of your day, and it was a pleasure assisting you.

1 Message

@DannyJ​ How do you send a direct message?

Official Employee

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35 Messages

9 months ago

Thanks for reaching out @DannyJ! I'm so sorry you've been having issues downgrading from Business Internet 200 to Business Internet Standard 100. I'd be more than happy to get you into that plan. In order to get started can you please click the chat bubble in the top right corner and send a message to our "Comcast Business" handle?

New problem solver

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6 Messages

9 months ago

@Comcast_Antoine The above message has been sent sent to Comcast Business handle via PM as requested.

Official Employee

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32 Messages

Thanks, once received we will be more than happy to assist! 😊

Official Employee

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80 Messages

@DannyJ Have you already tried contacting our Comcast Business Loyalty team that has the special access to all the best deals at 800-391-3000. Our Comcast Business Loyalty team is awesome and are a group of specialized individuals that are dedicated to providing solutions to billing concerns such as this. 

New problem solver

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6 Messages

@Comcast_Billie have you read my original message where I've called four times now with no resolution on my change request to downgrade to Business Internet Standard 100 with a 2 year lock-in agreement. I spoke with your Tier 1 CSR and what you call a "Retention Specialist". Every time, I'm told I'd have the Docusign emailed to me or receive a call back to complete the process but just empty lies. Instead, I have Comcast continuing trying to upsell me including you. For the love of all that is holy, please stop and listen to your customer 

Official Employee

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80 Messages

@DannyJ I understand the frustration, and that went out at the same time you had sent the DM and I do apologize. Since we are working with you via DM now and able to get the account information we can absolutely assist you with getting in touch with one of our Comcast Billing experts. 

New problem solver

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6 Messages

@Comcast_Billie I look forward to a prompt resolution. 

New Contributor

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2 Messages

2 months ago

why does CB use DM's to do  anything? so unprofessional !