Billing & Customer Service
Get answers from Comcast Business Specialists and Customers like you
business people join hand while meeting in office.
Highlighted
New Contributor

Issues with account out of contract and securing new contract.

A couple months ago, my monthly payment doubled. No warning of any kind - no mail, no email, no texts, no communications at all. Overnight, my internet costs went from over $200/month to over $400/month. This is for a connection that averages 160mbps down and about 20mbps upload, under a plan that advertises 250mps download speeds.

 

I've been a Comcast Business customer for years, so I'm aware of the fact that my contract needs to be renewed from time to time. A few weeks before my bill increased, I got a calendar alert I'd set at the time of my last contract. So, I sent message to the agent I'd worked with for two previous contracts.  Upon searching my emails when I'd found out about the increase, I found that this agent had not responded. In fact, I didn't have a response of any kind, from anyone at Comcast Business. 

 

Over the last several weeks, I've called the only number available, gone through all the prompts, waited on hold and attempted to get in touch with someone who can help me to resolve this situation. The last three calls ended with "We'll have someone with retention calling you soon." Followed by a week or more of no calls, no emails and no attempts to resolve the situation. 

 

Meanwhile, I have incurred two months of billing at a rate that nobody should ever have to pay for any internet connection, regardless of speed or quality. So today, I took time out of my schedule - time I do not have - and called again hoping to get a direct connection with retention. This time I did, but the agent I spoke to seemed to have made up his mind about my options before the conversation had even begun. I mentioned the increase, and that before that I'd been paying over $200/month for a connection that should never cost more than $150/month after fees based on what colleagues in the area with similar connection speeds are seeing on their bills. His response seemed to imply that I was being unreasonable. He even went on to claim that all internet connection costs from Florida to Michigan are the same per MBPS, per person. 

 

I reiterated the issues with my connection speed (over ethernet, with up to date equipment) - and that I pay for the "300" plan that provides 250mbps download while getting barely 65% of that. I mentioned how, despite numerous calls in recent years, and a few visits from techs, my experience repeatedly follows the same pattern: my connection quality gets better, then like clockwork deteriorates over time, and lags out at times when I need it most - independant of what server or website I'm accessing. Then the cycle repeats by me picking up the phone and calling support. This ended up being nothing more than a diversion in the conversation, where it was made clear that this was all my responsibility, and that it's my fault that I didn't keep calling support and having the connection monitored over a period for analysis (which I've done in the past - who has time to do this over and over again?). I was told that no matter how long my connection didn't measure up to what I was paying, my bill is still due and I've agreed to pay it by contract. 

 

There's really no other options in my area. The only "competitor" offers much slower speeds, if you could even call them competition. It seemed I had to bite the bullet, so I relented. However, I didn't think it fair that I'd have to pay a doubled rate for the past two months. For obvious reasons - particularly because no effort is made to notify me that my bill is going to suddenly double, as well as how difficult it's been to get in touch with someone who can resolve the issue. Maybe that's a feature of this service?

 

So I did what I thought would be reasonable. I offered that we reinstate a similar contract and that the last two months of billing be adjusted to that rate. I was immediately and summarily rejected on this point. As with all other points in this conversation, the finger was pointed to another department, myself - anywhere but here and now, with anyone who could potentially resolve the situation.  

 

At this point, the agent seemed to have developed a tone of impunity, despite my attempts to remain professional. I told him that I wasn't trying to be difficult and that I didn't want to insult him or his team, but I needed to speak to a manager to see if anything could be done beyond the strict protocol he had in mind. He proceeded to inform me (barely concealing his satisfaction at the thought) that he was the only manager available in his department, and that no matter who I spoke to, nothing could be done beyond signing a new contract and paying whatever I was billed to bring the account current. Full stop. No concessions, no tangible solution had been discussed at any point in the conversation - other than a potential upsell to a higher tier. I was left empty-handed, and had to end the call without resolution. 

Over the years, whenever I've had issues, Comcast support has been professional and responsive, and they've managed to resolve any issues I've had with reasonable solutions. However, all through the last two years of this most recent contract, every time I made a payment, I felt like I was paying about 15-20% more than I should. I've done my best to be cordial and respectful, to go with the flow, but now I feel like I'm being taken advantage of.

If anyone on these forums has found resolution to a similar set of issues, I'm open to your council. I'm not trying to get something for nothing. I just want to follow through with due diligence, and do everything I can to avoid a mark on my credit in the event that I have to close the account and refuse payment. 

 

All I want is the following, and I don't think it's unreasonable:

  1. A new contract that's similar, or slightly less than the previous one, for the same speed. 
  2. Any existing unpaid billing to be adjusted to reflect that same amount so that I can bring the account current under reasonable terms.
  3. The same professional and attentive service I've come to expect from Comcast Business so that i can continue with business as usual.

 

Is this really too much to ask? 

0 Kudos
Reply
16 REPLIES 16
Highlighted
Official Employee

Re: Issues with account out of contract and securing new contract.

Hi there! I'm so sorry for the delay. During this time, we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out with your recent experience. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. All I need is your full name, account number (follow link https://comca.st/2Xka76v, account number is at the top right)and address including city, state, and zip code exactly how it reflects on the bill? Thanks in advance

Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.

Hi Robert, 

 

Thanks for your reply, and no sweat about the wait. It's actually quite timely, all things considered.

 

I tried the link but for some reason that part of the system doesn't recognize my account. I tried all obvious options from that login point, but none of them work with my account info.

I wondered if this is possibly because I'm a business account holder. However, I verified that I am indeed viewing and posting to this forum from the Comcast Business account portal. I'm logged into my account, and my view shows the following forum directory structure: Comcast Business Support Community > Business Support > Billing & Customer Service > (post title)

It's possible that the link you've provided is for residential accounts only? Please advise. : )

0 Kudos
Reply
Highlighted
Official Employee

Re: Issues with account out of contract and securing new contract.

Thank you again for your continued patience and we are going to make sure that we do everything we can do get this taken care of. Can you please confirm your name, the full address, and the phone or account number? 

0 Kudos
Reply
Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.


@Comcast_Anisa wrote:

Thank you again for your continued patience and we are going to make sure that we do everything we can do get this taken care of. Can you please confirm your name, the full address, and the phone or account number? 


Do you mean I should share my personal information on a live public forum? I don't understand why you're asking me this when there's no option to message you on your profile page, and every time I check, I don't see either of the responders who posted here as showing a status of online. 

 

  • So far, this thread hasn't led to any resolution of the issue.
  • My account is past due and I'm being charged OVER $400 PER MONTH for a barely sufficient internet connection.
  • I need this connection so that I can work and pay my bills - including my comcast bill.

Please advise.

 

 

0 Kudos
Reply
Highlighted
Official Employee

Re: Issues with account out of contract and securing new contract.

I'm so sorry, I did not even realize we were not speaking in a private message and I do understand that this issue has not yet been resolved and we are going to get working on this right away once we can reach you. If this platform does not work for you, you can always contact us at 1-800-391-3000 but we are more than happy to help through here. Can you send us a private message with your name, the full address, and the phone or account number?  

0 Kudos
Reply
Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.


@Comcast_Anisa wrote:

If this platform does not work for you, you can always contact us at 1-800-391-3000 but we are more than happy to help through here.   


Hi Anisa, thanks for the quick reply. I'm actually posting on this forum because I've already called that number at least five times in the past month and have not made any progress with the issues I'm having. In other words, this is my last resort. 

 

I've sent a private message with my information. Hopefully we can get this issue resolved. 

 

Thanks! 

0 Kudos
Reply
Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.

Today, while trying to work, my account was downgraded to "Comcast Business Assistance" which means my speed has been cut to 10% of normal. I'm trying to work. I'm having to use cellular in order to get the speed I need, increasing my costs. So now, not only has not a single person from Comcast Business called me to resolve the issue, my situation is even worse than it was. 

 

I've been trying for over a month now to get this resolved. I've already called the 1.800.391.3000 phone number several times and my experiences have been clearly explained in my first post. 

 

I've been told by three people on this forum that they are taking care of the situation, but nothing has changed since I started posting here last week.

 

I still have not received a phone call. Please advise. 

0 Kudos
Reply
Highlighted
Official Employee

Re: Issues with account out of contract and securing new contract.

We apologize for the delay. The retention team typically can take up to 72 hours to reach out and they are experiencing higher volume than normal due to the current pandemic. We are keeping an eye out on our end for any updates, and appreciate your patience in the meantime. 
Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.

Thanks for the update, Gina.

Yes indeed, we're in a pandemic, and I can sympathize with that as a person who is identified as high risk if I were to be exposed. I've also been working from home while relying 100% on this connection for income since late March. 

 

Meanwhile, I've spent countless hours contacting Comcast Business via phone and this forum, with no resolution. My bill has been double the normal price for two months now, and today my connection was throttled due me not being able to pay this exorbitant cost. 

 

So, I'm sure you'll understand why I've been so persistent since I started posting here last week.

 

0 Kudos
Reply
Highlighted
Official Employee

Re: Issues with account out of contract and securing new contract.

We understand completely and we are doing everything we can to make sure you are in contact with the retention team for the next steps. We will continue to work on this for you in order to ensure it is resolved. For now, we are pending an update and contact with new information and when we know more, we will contact you here.

Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.

Thank you very much for the update. I'll be checking this thread throughout the day, and my phone line is being monitored closely for any calls. 

0 Kudos
Reply
Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.

It's getting close to 72 hours since the third time Comcast employees replying to this thread have promised that this issue will be handled. Still no calls.

 

I've been a customer since 2014 and I've never had issues like this. (This would be my fourth two year contract, since I opened the account when I lived in Key West. I get it that there's delays due to COVID-19, but time is of the essence and I've been trying to get this resolved for an inordinant amount of time. 

 

I think most folks would just open an account with a competitor, but I don't want to do that. I'd really like to maintain this account. 

0 Kudos
Reply
Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.

I just missed a call, which I believe was from Comcast Business. I tried to get over to the line in time, but I'd already missed the call by the time I switched over. I'm here all day - waiting for this call.

 

If the agent who called me is reading this, please call me back at your earliest convenience. I'm not expecting any other calls or meetings today. 

0 Kudos
Reply
Highlighted
Community Manager
Community Manager

Re: Issues with account out of contract and securing new contract.

Hi there, thank you so much for reaching out to us directly with an update! I do appreciate your continued patience with us. We did receive an update from our awesome business team, and they mentioned they sent an email with the details of a lower rate for your services. Did you receive the email? 

0 Kudos
Reply
Highlighted
New Contributor

Re: Issues with account out of contract and securing new contract.

I was finally contacted Friday afternoon. I've reviewed a contract that was sent to me and I've asked twice for clarification on a final point before I sign. Once on Friday, again on Monday. 

 

I think with all that's going on right now, I should assume it might be yet a few more days before the issue can be resolved. I'll be here waiting for a response from my last emails. 

0 Kudos
Reply
Highlighted
Official Employee

Re: Issues with account out of contract and securing new contract.

Thanks for the update and for the additional information. If you have any additional questions or if you need anything else please let us know. I anticipate you will be getting a reply shortly now that a new work week has started. 

0 Kudos
Reply