Retired Employee
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178 Messages
Comcast Business Response to COVID-19
Comcast Business is prepared for times like these. With access to millions of free Xfinity WiFi hotspots, tools to manage your business — from any device, anywhere — and a team of experts and engineers here for you 24/7, you can keep working and stay connected even in uncertain times. In addition, we’ve enhanced our safety and reliability measures to protect the health of our customers and employees while continuing to provide you the best service possible. Here’s how we are supporting our Small Business customers.
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Maintaining network reliability
Our network has the capacity to handle spikes and shifts in usage patterns, as we see such spikes regularly. We continuously test, monitor, and enhance our network to prepare for unexpected events, and we’re taking every step to ensure our customers continue to have the best possible experience using our services. See our response to COVID-19 relating to our network.
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Ensuring accessibility
Our network engineers are modeling multiple scenarios and our network operations centers are staffed 24/7 for network performance and reliability.
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Supporting a healthy workforce
The health and safety of our employees and customers is a top priority. We are following all public health guidelines and the latest guidance from the CDC.
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Facilitating schedule changes
To minimize risk to your employees and our team, we can schedule or reschedule installation and service appointments during nonpeak hours. We are taking precautions regarding our technicians who handle appointments and will need to reschedule appointments if your business employees are sick, have been quarantined, or exposed to or are being treated for COVID-19.
Keeping you connected
Youe Comcast Business Internet, Phone, and other services can help keep you and your team connectd to your business, from any device. So you can remain in touch, on the job, and up to speed. Plus My Account and the Comcast Business App make it easy for you to manage service features and sign up for alerts.
| Don't miss calls | Receive business calls on your mobile device when you enable Call Forwarding. Available with your Business Voice Mobility, Comcast Business VoiceEdge Select™, and Comcast Business VoiceEdge™ service. |
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| Maintain a polished presence | Make or take calls on your mobile device while still displaying your business line Caller ID with Be Anywhere. Available with your Business Voice Mobility, Comcast Business VoiceEdge Select, and Comcast Business VoiceEdge service. Download the Comcast Business App to get started. |
| Keep customers informed |
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| Conference and collaborate | Start a conference call from anywhere with Business VoiceEdge audio conferencing. Download the Comcast Business App or Desktop App to get started. |
| Keep an eye on things from anywhere | Check on your business locations, even when you can’t be onsite, with Comcast Business SmartOffice™. It’s easy to manage your settings when your download the SmartOffice App or sign in to My Account. |
| Manage guest WiFi | Keep your customers informed by updating your business’ splash page with WiFi Pro. Learn more about managing guest WiFi settings. Or sign in to My Account check these settings. |
| Check network health | Set web filters to enforce an Internet access policy for devices connected to your network and also receive emailed network activity reports. To get started, manage your Comcast Business SecurityEdge™ settings. |
| Stay connected to the network | Keep devices connected to the Internet for up to 8 hours if power or service are out, even when you’re away. Here’s how to manage Connection Pro settings. |
Frequently Asked Questions
How is Comcast Business handling response planning?
Comcast maintains a cross-functional COVID-19 Steering Committee to address business, customer, and employee concerns. Led by the CEO of Comcast Cable, this team includes representatives from human resources (including our Cheif Medical Officer), communications, legal, environmental health and safety, global security services, and information technology. Leaders from across Comcast are working to update our existing business continuity and disaster response plans to be consistent with what is known about the nature of the COVID-19 virus and its spread.
Does Comcast Business have a business continutiy plan in place?
Comcast builds resiliency into our operations by strengthening our network against dazards and including key redundancies that expedite our recovery capabilities. Our employees engage in an active program of planning, training, and conducting exercises to prepare themselves to respond and ensure business can continue when certain events/disasters occur, which could be, for example, a natural or human-made disaster. These exercises are designed to help identify opportunities for further improvements. Comcast leverages our brouad geographic footpring, strategic partnerships, and deep, multi-disciplinary expertise to create mutually supportive layers of response capablities.
How is Comcast Business preparing its network?
Comcast has engineered our network - which serves both Business and Residential customers - for peak bandwidth utilization with capavity to handle spikes and shifts in usage paterns (such as the Olympics, the Super Bowl or major gaming updates) as we see such spikes regularly. We continuously test, monitor, and enhance our network to prepare events, and we're taking every step to ensure our customers continue to have the best possible experience using our services. Our backbone is a national, redundant network that carries traffic and interconnects wit all the other major backbone providers in the U.S. If needed, we can shift traffic to alternate routes or our redundant systems.
If my business can't pay its bills, what happens to my service?
We know your COmcast Business service is critical at this time and we want to make sure you remain connected. If you have been impacted by quarantines or closures and need more time ot pay your bill, you can easily schedule a payment on a date that's convenient for you through My Account.
We understand you may need to rethink your business'needs and how you are serving your customers and employees. We have a protfolio of business solutions that can help keep you convered. Visit business.comcast.com or call us at 1-800-391-3000 if you'd like to discuss whether you have the right Internet options and tools for your current needs.
We're here 24/7 to help - simply contact us
How can I find out if there's an outage or service interruption happening near me?
Visit the Service Status Center to check connectivity of your Business Internet, Phone, or TV service from anywhere, any time. You can also sign in to My Account to see the status of your network and services. If you are being affected by an outage, you can sign up to receive a text alert.
Are technicians still making appointment visits? What if I need to cancel an appointment, or schedule a new one?
We are still scheduling service appointments. We are taking precautions regarding technicians who handle appointments if your business employees are sick, have been quarantined or exposed to or are being treated for COVID-19. You can cancel, reschedule, or check the status of your appointment online by signing in to My Account. We will continue to monitor the situation in wach area, and will notify you if circumstances change in your area.
I didn't see my question here. Where can I go for additional support?
Contact us 24/7 or post your question here. We're ready to help.
Additional Resources
https://business.comcast.com/response
https://business.comcast.com/enterprise-response
https://business.comcast.com/status/
kylecouture
New Member
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1 Message
5 years ago
Due to the effects of Covid-19 my business has given up it’s office lease, opting to work remotely in hopes of salvaging the business. I no longer need business internet and I can not pay my bill. My business is suffering and I have been on hold for over 4.5 hours attempting to talk with someone. I need to cancel my account, and have been tortured by awful classical music on repeat, tempting me to give up, as I'm sure they hope. This is how Comcast treats it’s small business customers in a time of crisis. Please, can someone help me cancel my account?
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zuijlen
New Member
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1 Message
5 years ago
I couldn't get past the Customer Support robot, so I tried Chat instead. I did have somebody to converse with and the exchange was satisfactory. We will see on Monday when I expect a tech to see how effective it is. But it is at least something you could try.
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CC_Michelle
Official Employee
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526 Messages
5 years ago
Thanks for taking the time to reach out us through our business forums. I am so very sorry to hear that you had such a long wait by phone. I am also very sorry that the virus has impacted your business and I would love to assist with your billing concerns. I very much appreciate your patience and greatly apologize for the delay in our response.Can you please reach out through private message with your first and last name, business service address and account number or phone number?
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CC_Michelle
Official Employee
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526 Messages
5 years ago
Thanks for taking the time to reach out to us through our business forums. I am sorry to hear that you have had service trouble. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. Can you please reach out through private message with your first and last name, business service address and account number or phone number?
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KRM
New Member
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2 Messages
5 years ago
This is same with my case. I called last month to cancel because there was just no more business. Comcast told me they were not going to charge me for the next bill do I said ok. They still went ahead and charged me last April 20. When I called yesterday, they conveiniently said they forgot and that they will give me my money back and offered me to lower my speed at a lower price just so i wont cancel which I again agreed. I called again today to check on my refund and now they are saying they will not give me any money since it was a legitimate charge and that they will just give me the credit on the next month but I already agreed with them yesterday to just lower my internet hoping business will be back to normal in the coming months. Comcast, why do you do this to your customers!? Look my account up and you will see I have been a paying customer with no issues whatsoever!
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james_mays
New Contributor
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5 Messages
4 years ago
I ran into the exact same issue with Comcast. My business has closed, I've lost everything, and the person I spoke to on the retention department could not care less. All he could continuously repeat, is "Well you signed a contract". I get it, but I did not expect a pandemic to close everything down and make money tight. But Comcast is so money hungry none of that matters.
When I first called, I was offered the option to convert my business account to a residential account, and this was great! The agent said I need to start with the "Ressy" department and transferred me over. I spent time with the residential agent getting my new account setup, and even paid the $50 deposit. The agent then transferred me back to the retention department, where I got a new agent. I reiterated the past conversations to this new person, who then came back and told me "They will not let me out of my contract without paying an etf, and they only were letting people out of their contract with the first pandemic because of the financial hardship that hit." This is ridiculous, I live in California, and we are still in the first pandemic. I tried to hold on as long as I possibly could, because, who wants to give up their business. But now because, I didn't meet Comcast's timing, I'm stuck paying a ridiculous fee to get out of a contract that I can no longer afford to pay. And it is absolutely ridiculous that none of their Reps are ever on the same page, and you get ridiculously different solutions from each one. The last rep wouldn't even let me talk to a manager after requesting it over 10 times. I'm furious with how this was handled, and how each rep told me wildly different things. I honestly expected a lot more, and I will never recommend Comcast to friend or business again.
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