Critical: Internet & Phone Failures, Broken Promises, and No Support – Need Executive Intervention

Hello,
My name is Devin, and I urgently need help. I recently purchased an existing business that has been operating in this location for 20–30 years with 13 employees. I kept the previous owner’s Comcast Business services exactly the same to ensure stability.

Instead, I’ve experienced weeks of outages, misinformation, zero follow-through, and constant disruption, and my small business has suffered financially because of it. I am at the point where I need Comcast Corporate or an Escalation Specialist to step in immediately.

1. Severe Wi-Fi Failure – No Support from Assigned Sales Rep

Our Wi-Fi dropped to 30 Mbps (we require 300+ Mbps). I requested help and had a technician named Brian visit the salon. He works under Andrew Duboe, and I want to be clear: they are the ONLY Comcast representatives who have actually helped me.

Brian advised me to contact Dave Neal about upgrading to a new plan ($181/month vs $319), with improved speeds and updated phones.

But after that conversation:

• My Wi-Fi was down for over a week, possibly two

• I could not book clients

• I could not check people out

• I could not answer phones

• My POS systems were unusable

• I repeatedly contacted Dave and got excuses, promises, and no action

Brian — NOT my assigned rep — had to personally come out again and fix the Wi-Fi himself, or we would still be down.

2. Phone Installation Disaster – Comcast Shut Off Our Phones Without Warning

Comcast originally scheduled the installation on a day we were open, which would have caused more downtime after everything we had already gone through. Brian rescheduled it for a Monday between 12–2 PM.

But then, on Thursday, Comcast shut off ALL of our phones with zero warning.

I had no instructions on installing the new phones. No activation guide. Nothing.

Once again, it was not my assigned team — it was Andrew Duboe, who personally drove from Aston, PA, brought cables himself, and hooked up the new phone system manually.

Without Andrew and Brian, our business would have been completely non-functional.

3. Voicemail / CPIN Issues – Still Cannot Access My Voicemail

I was never sent the CPIN needed to access and set up my voicemail greeting.
This means:

• I cannot set my business greeting

• I cannot check voicemail

• I cannot manage missed calls during the holidays

Support told me they “reset it,” but instead they reset my voicemail box password, not the CPIN. I’ve contacted Dave about this too — no response.

I am now being told I have to wait all weekend because no one can provide my CPIN. This is unacceptable.

This entire situation has caused:

• Lost revenue

• Lost clients

• Missed calls

• Booking failures

• Operational downtime

• Hours of wasted time on hold

• Major stress and multiple emotional breakdowns

• Damage to my business during one of the busiest times of the year

I have run small businesses for over 10 years. I have NEVER dealt with failures like this.

I want it stated publicly:
Brian and Andrew Duboe have gone above and beyond. They are the ONLY reason my business is functioning right now.

They deserve recognition for exceptional service.

What I Need Immediately

I am requesting:

1. Immediate CPIN access so I can set up my voicemail today.

2. Escalation to a higher-level support team or supervisor who can take full ownership of this account.

3. Compensation/credit for lost revenue, downtime, and the massive operational impact this has caused.

4. Confirmation that my plan, billing, and services are set up correctly going forward.

I am a brand-new business owner trying to run a long-standing business in my community. Comcast’s mishandling of my account has caused major disruptions, financial loss, and unnecessary stress.

I need this resolved immediately, and I need someone capable of fixing this to respond.

Thank you,
[Edited: "Personal Information"]