Cloud Services added without my permission

I was reviewing my bill and noticed that Office 365 was added to by bill by comcast without my permission.

As background, we use tablets (ios and android) and Apple Macs. Comcast hosts our domain.

I called 1 800 391 3000 and explained the situation CR759931114. The representative verified that the service was added to my account without my permission. He stated I would still be able to access my email using the microsoft provided apps on the platforms I am using. He stated that he would credit me the charges but he needed to transfer me to cloud solutions to remove the service from my account. A service that I did not request.

I got transferred to cloud solutions. I explained my situation to the representative and he said that if I removed cloud services that I would lose email service from my domain. I could request for an individual email for $6.95 but would need to buy at the minimum 2. One for the email to the comcast business email (@domain.comcastbiz.net) and on for each domain based email account. WTF? I told him that I had been using comcast business for 5 years and this was not my understanding. He started to mention "depends on you contract" I need to transfer you back to the original department you called for them to answer what's in your contract. I had been on the phone now for 30 minutes. I stated that you should be able to see that in your database. I was upset by this time and asked to speak to his supervisor. And after words were exchanged, he transferred me to his supervisor's voicemail.

I left voicemail and am awaiting a response.

Wow! This is the kind of service one gets as a comcast business customer when the mistake is comcast's.

Responses

Accepted Solution

user_Phil

Advocate

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1.1K Messages

7 years ago

The internet services themselves and static assignment is still a continued service from Comcast Business.

You would need Office 365 provided by Cloud Solutions for email and domain services as that is no longer provided by Comcast Business.

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user_Phil

Advocate

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1.1K Messages

7 years ago

Hi terand and welcome to the business forums.

My apologies in regards to your experience. Since the hex migration over to Office 365, Cloud Solutions would need to resolve both your email and billing issues. I have provided a link for their direct contact information. Please let me know if you need anything.

http://forums.businesshelp.comcast.com/t5/Domain-Names-Static-IP/New-Cloud-Solutions/m-p/33544

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terand

New Contributor

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3 Messages

7 years ago

Thank you for your reply.

I scanned through the link (cursory as there is a lot of info there).

Here are my basic questions from a comcast business customer point of view.

Given that I purchased comcast business internet, am I to assume that I would need to purchase an O365 product just to communicate with comcast using the @domain.comcastbiz.net mail address?
Given that I am hosting my domain with a static IP through comcast, am I to assume that I would need to purchase an O365 product just to use my email@domain.com address?

Is there a specific FAQ that covers these topics?

Thank you in advance.

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terand

New Contributor

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3 Messages

7 years ago

Thank you Comcast_Phil! You have been the most helpful in this experience.

Key learnings from this experience.

As a side note it looks like from a customer perspective, I am really dealing with two companies. Comcast Business and Comcast Cloud Solutions. My perception is that that databases are not shared so I would need to know and be clear as to what it is I am calling about to navigate support smoothly (this includes billing). It also seems like web based support is the way to go once the overall product pricing/interaction is known.

It also seems like using the @domain.comcastbiz.net as a contact email is waste of money if I have my own domain based email address.

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xz4gb8

Problem solver

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117 Messages

7 years ago

On 01-31-2018, terand wrote "... It also seems like using the @domain.comcastbiz.net as a contact email is waste of money if I have my own domain based email address."

I agree, especially as I alread had an Office 365 subscription and did not need another.

Your Comcast login can be changed to your own domain based email address.
Once that is done, you can cancel to extra Microsoft subscription as explained by Comcast_Phil.
Rebate of Microsoft charges is a separate debate.

I now use my primary email address for my Comcast Business Internet account and have thus reduced the number of email accounts I maintain.

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