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Issues with Transferring and Downgrading Services

I called Comcast the first week of June 2018 and spoke with Nate <Edited for violating forum guidelines: "Personal Information"> (rep for Comcast Business). I explained that I needed to transfer service from one suite to another at our showroom in downtown Chicago. Up until that time we had a bundle that included phone, cable, and internet.


At that time, we were also at the end of our contract, so I informed Nate that we also wanted to be switched from the bundle to internet only because our suite downtown is not staffed (it’s only a showroom), and thus we only required an internet connection, not cable/phone service.


Nate informed me that the best course of action was to sign a new contract for the same services, which would save us $$ on the new service install fee, and that once we were up and running, he would personally remove the extra services and put us at a rate of $99.95/month for internet only. He suggested that we accept the equipment for the phone and cable, but only have the internet installed so that we could turn around and return the extra equipment once we got our first bill (and he removed the extra services).


I received the first bill and called Nate on 6/27/18, who informed me that it wasn’t he who would be able to remove the phone and cable services after all, but the loyalty department.


I was transferred to Troy <Edited for violating forum guidelines: "Personal Information"> in the loyalty department who told me that Nate was wrong, that we shouldn’t have signed a new contract for the bundle if all we needed was internet, and that we would pay more than we already do if he removed the bundle. Troy offered to apply a discount that would lower our monthly charge from $168 to $152, but only if we kept the phone and cable. I asked him why we could not get the $99.95 deal that we were promised and he said that we could not because it is for new customers only.


Since yesterday, I have called multiple times and left messages for Nate but have gotten no response. I am within the 30 day window for cancelling our service and going to another provider, and I am also in a position to seek litigation regarding the matter, since I was lied to, misled, and then ignored.


At very least, I want the $99.95/month deal that I was promised.

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Official Employee

Re: Issues with Transferring and Downgrading Services

Hi SarahBZ and welcome to the business forums.


It's regretful to hear about your experience. I would like to assist and review your billing concerns. I will need your information in a private message. Please provide your first and last name, the name of your business, the full address of your business location and the phone number associated with your business account.

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