Seriously - What the HELL is wrong with Comcast? Trying to UPGRADE SERVICE for 2 months...

We have business class service and our "3-Year contract" was up in February or March, something like that.

Back in May we received a telephone call from a Comcast representitive stating that the service we have currently is no longer available and that the service that replaces it is available for $20 less per month and asked if I would be interested in switching.  I said sure and was emailed the contract to sign...

There were some things that weren't correct on the contract, so I didn't sign it. I replied back to the salesperson who sent it and told them what was wrong - but I never heard back...

Within a week of this interaction, our speeds dropped in half.  We went from a consistant (for 3 years!) speed of 35 Mbit down / 4.5 Mbit up (I've got years of data showing this speed) to the BEST I've been able to get since then is 18 Mbit down / 2.5 Mbit up...

Since then I've contacted sales, I've contact support, I've tried chatting with people, I've tried sending emails and EVERYONE I talk to says that I have to talk to some mythical person at Comcast in order to get my service upgraded, and that they will submit a support ticket to have them call me - but the support tickets get closed out without any response or telephone calls.

Keep in mind, I pay my bills ($140/month) on time every month, I'm a good customer and yet I can't for the life of me get someone to call me back about upgrading my service...

I wanted to switch to the 100 down / 20 Mbit up plan, but I'm having doubts.  We've always had problems with Comcast Internet (TONS of lost packets, I've got them documented) and now with their support team, this is really getting rediculous.  We have fiber just outside, literally about 100 feet away and a Tier-2 ISP willing to provide us 100 up/down for really cheap if Comcast doesn't get their head out of the sand...

HOPEFULLY a Comcast rep (who can actually help) will see this and get in touch with me...