FORMAL COMPLAINT: REQUEST FOR CORPORATE BUSINESS ESCALATION

I am requesting that this complaint be submitted directly to the Comcast Corporate Escalation Business Team rather than routed back through general telephone customer service.

I am currently experiencing a complete loss of Comcast Business service after what appears to be intentional vandalism to the external demarcation point at my property. The locked Comcast box appears to have been forced or beaten open, and the wiring was cut, ripped apart, and damaged. This is also the second incident where there has been evidence of someone tampering with the external connection at this property.

This location is both my business address and my home. I am an attorney for a trucking company, and my work is extremely time sensitive. I regularly work from my home office and depend on reliable Internet service. Without it, I incur considerable additional cost and inconvenience traveling to our offices to perform work I would normally conduct from home.

This is precisely why I pay a premium for Comcast Business service. My bill has increased significantly since I initially became a customer, yet I have continued paying the higher cost because I need the reliability and timely support associated with and advertised for Comcast Business.

Despite explaining the seriousness of this situation, I was given a technician appointment in September, nearly two weeks away. I find that extremely difficult to reconcile with the support and reliability expectations created by Comcast Business. A complete business service outage lasting potentially two weeks before a technician even arrives seriously calls into question the value of paying a premium for business service.

This is unfortunately not my first poor experience with technician scheduling. During a previous outage, a Comcast representative explicitly told me someone would be out “the next morning.” Nobody arrived, and I ultimately waited approximately three days. When another appointment was scheduled, I specifically explained that I had other obligations and needed the technician to arrive within the scheduled window. The technician was nevertheless considerably late.

My current outage also presents a legitimate security concern. Because this is my residence, my Internet dependent cameras and security functions are now unavailable. I live in a rural area with poor cellular reception. I recognize that Comcast is not responsible for cellular coverage or for the actions of whoever damaged the equipment, but those circumstances are relevant to the urgency of restoring service. Someone apparently intentionally sabotaged the communications connection to my home and business, and I now have reduced security and communications capabilities, including a diminished ability to reliably contact emergency services if necessary.

I attempted to explain these concerns to the Comcast representative, but I was repeatedly interrupted and spoken to disrespectfully. The representative accused me of not being attentive or listening while I was attempting to explain why waiting nearly two weeks was not an acceptable resolution. The representative was also frequently muffled and difficult for me to understand, creating an additional communication barrier.

When it became clear my concerns were not being addressed, I repeatedly requested a supervisor. Those requests were blatantly refused. At one point, the representative simply told me “goodbye” when I again requested a supervisor. I also repeatedly asked for the representative's name, which they refused to provide. After I continued requesting a supervisor, the call was disconnected.

I am requesting that Comcast identify this representative, review any available recording of the call, and investigate their conduct, including the repeated interruptions, refusal to identify themselves, refusal of my repeated supervisor requests, telling me “goodbye,” and ultimately disconnecting the call.

I am also asking Comcast to address the physical security of the external equipment. The current enclosure is plastic with a relatively small lock, while cables remain accessible from the bottom. Given that this is the second apparent tampering incident, I would like Comcast to consider a more secure enclosure, conduit, cable protection, or other tamper resistant measures. I am even willing to personally pay the reasonable cost of a Comcast approved commercial grade, metal, or otherwise substantially more secure enclosure and installation if necessary. My priority is preventing someone from easily destroying the connection again.

I understand Comcast cannot guarantee that its equipment will withstand intentional vandalism, and I am not holding Comcast responsible for a third party's actions. I am asking Comcast to take the repeated incidents seriously and help determine what reasonable protective measures can be implemented.

More broadly, I have become increasingly unhappy with my Comcast Business service. Between repeated lengthy waits for technicians, previous inaccurate representations regarding appointment timing, late technicians, significant increases in my bill, the current nearly two week wait, and the treatment I received during this call, I am questioning whether continuing my relationship with Comcast Business makes sense.

I am requesting an expedited technician appointment, review of the representative's conduct and call recording, appropriate credits for the full service interruption, evaluation of additional physical protection for the external equipment, review of my account and billing, a case or reference number for this complaint, and direct contact from Comcast Business management or Corporate Business Escalations.

I have continued paying a premium for Comcast Business because reliability and timely support are important to my profession. If Comcast cannot provide a fair and reasonable resolution, I am seriously considering cancelling my service and moving my business elsewhere.

I would prefer to give Comcast the opportunity to make this right. Please treat this as a formal complaint and escalation request and have the appropriate Corporate Business Escalations representative contact me regarding an expedited and reasonable resolution.