New problem solver
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6 Messages
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
DannyJ
New problem solver
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6 Messages
1 year 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.
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Comcast_Antoine
Official Employee
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35 Messages
1 year 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?
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DannyJ
New problem solver
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6 Messages
1 year ago
@Comcast_Antoine The above message has been sent sent to Comcast Business handle via PM as requested.
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user_9e13af
New Contributor
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2 Messages
5 months ago
why does CB use DM's to do anything? so unprofessional !
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