FORMAL COMPLAINT-REQUEST FOR CORPORATE

FORMAL COMPLAINT – REQUEST FOR CORPORATE BUSINESS ESCALATION / EXECUTIVE CUSTOMER RELATIONS

I am requesting that this complaint be escalated directly to Comcast Business Corporate Escalations/Executive Customer Relations. I have already spoken with customer service and was offered a $150 credit, which I do not believe reasonably addresses the severity of this outage or the repeated service issues I have experienced.

On Wednesday, August 26, 2026, Comcast had a scheduled outage in my area beginning at approximately 6:00 AM. I was aware of the scheduled outage, but service was not restored until after 7:00 PM on Thursday, August 27 — approximately 37 hours without service.

I own and operate a small business from my home and depend on Comcast Business to operate it. Both my internet and mobile service are through Comcast Business. Because of this, I could not even use my Comcast mobile service as an effective hotspot/backup connection during the outage.

This was also not an isolated incident. This was approximately my ninth outage in the roughly 15 months I have been a Comcast Business customer. None of the previous outages lasted this long, but nine outages in 15 months is a serious reliability concern for a business customer.

My billable labor rate is $85 per hour. I lost two full working days and approximately $1,360 in displaced billable time. I now have to work through the weekend simply to catch up on the work I was unable to complete Wednesday and Thursday.

I understand that Comcast may have contractual limitations regarding standard outage credits, particularly for scheduled maintenance. I am not simply requesting a prorated outage credit. I am requesting an executive-level review and a meaningful customer-retention/goodwill credit of $1,500 based on the duration of this outage, the repeated outages over the past 15 months, and my overall business relationship with Comcast.

In addition to my own Comcast Business account, I manage three additional Comcast Business accounts for clients. I am a small and relatively new business in a small community with extremely limited provider options. I have intentionally continued doing business with Comcast, maintain my account in good standing and pay automatically by ACH.

A $150 credit does not reasonably recognize a 37-hour interruption on top of eight previous outages.

I am requesting review by Comcast Business Executive Customer Relations, including review of my outage history for the past 15 months, consideration of my requested $1,500 goodwill/customer-retention credit, an explanation of why this scheduled outage extended into the following evening, and information regarding a reliable backup option that would prevent both my Comcast Business internet and Comcast Business Mobile connection from becoming unusable during a future outage.

Please have a Corporate Business Escalations/Executive Customer Relations representative with appropriate authority contact me directly. I am happy to provide my account information, service address and contact information privately.