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Business phone outage on July 12

Hello, I have several small take out restaurants where 90%+ of our orders come into the store by phone. Two of our locations which utilized Comcast's phone services lost a full day of revenue because of the July 12th outage.

 

When the outage initially occurred, I called Comcast Business tech support to inquire about the issue. The representative refused any help/support/diagnosis because we purchased and used our own Comcast Approved Cable Modem for internet, despite the fact that our phone services are using their leased Comcast voice modem ($14.95/month on my bill). They further suggested the problem was on our end. Since we cannot operate without working phones, I  called our tech support company for immediate on-site assistance (and was billed accordingly for both locations) just to be told everything was fine in those 2 stores.

 

According to Comcast's business site (http://businesshelp.comcast.com/help-and-support/internet/use-your-own-comcast-business-modem-device...), "If you choose to purchase your own equipment, we will make our best effort to troubleshoot your device but may not be able to restore your service if the problem is determined to be with your device." This was clearly not what I experienced, and our tech also told us if Comcast had simply attempted diagnosing the leased voice modem, they could have told us everything is okay on our end and should have began investigating on their end.

 

I called today to discuss these matters with Comcast support or billing department, and was not satisfied with the small credit that was offered, which frankly-- was rather insulting for the amount of revenue we lost, unnecesary addtional support expenses incurred, and overall chaos that this experience with Comcast has caused us.

 

We are reaching out and giving a chance to see what @comcastcares can do for us, before we seek alternative options.

 

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Community Manager
Community Manager

Re: Business phone outage on July 12

Sorry for the delay,

 

Please see your private messages for an update on your case. 

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Visitor

Re: Business phone outage on July 12

Hi Comcast_Jacob, I responded to your PM on 8/16/16 but haven't heard back yet... wondering if you guys had a chance to look into this?

 

We also had a 2 hour phone+internet outage yesterday during business hours at one of the location. It is becoming increasingly frustrating. We rely on you guys for 4 phone lines + internet at each of our locations, we pay our bill on time each month, but feel like we are not receiving 'business' class service.

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Community Manager
Community Manager

Re: Business phone outage on July 12

Sorry for the delay,

 

Please see your private messages for an update on your case.

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