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New Member

Need to speak to customer service

We have been trying to contact you since yesterday.  Everytime I dial your 800 number it shuts off.  PLEASE CALL OUR OFFICE ASAP.

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New Member

Re: Need to speak to customer service

Me too.  My static IP Comcast died around 3:00AM on Thursday.  Was able to get support but he was helpless.  Told him I could get to YOUR default gateway so the issue isn't my modem nor equipment, and I've reset the modem 3 times (20 year IT veteran here btw).  Regardless, he insisted I need to reset the modem, wipe out all configurations, and told me that after reset I cannot get back into the modem because the LAN IP is "DHCP assigned".  I told him that it cannot be but he insisted.  To play along, I checked my DHCP server and of course it did not assign an IP address.  He said that since we don't know the LAN IP address of the modem after the reset, there's nothing we could do except waiting for a support to show up, within the next 4 hours.

TOOK THE DAY OFF NEXT DAY only nobody showed up.  When I woke up the Internet is working but gave me a different IP address.  Of course none of my business services are working.  NO TECHNICIAN EVER SHOWED UP.

CALLED ANOTHER TECH and she was much more knowledgeable and load the config back, so I have my IP address back.  I spent the next 30 minutes re-loading all of my firewall rules back.

My Internet died 3 times within the last 40 minutes.  Called Comcast, went through like 20 options to finally get to "transfer to a technician", after another 3 minutes it hung up on me.  repeat twice with same results. 

My total time lost:

1 entire day of PTO (about $500)

12 hours of business downtime

45 minutes of inadeqaute service (and I was in a middle of game... 1st time in an entire week I have time to do some R&R)

30 minutes of playing phone button-pushing with Comcast

According to my calculation that is about $1615 worth of business cost.

 

I have been with Comcast business for at least 10 years with multiple referrals.  At this point I would like to know if I have any contract obligation with Comcast and am going to leave.  I cannot rely on this type of service - both inadequate and unreliable for my business.  Please contact me ASAP.

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Community Manager
Community Manager

Re: Need to speak to customer service

JoeSchomey.  I apologize for the problems that you  encountered in your efforts to resolve this issue.  I have engaged the Retention Team in the Business Service Center to assist with a follow up.

 

Thank You

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3 REPLIES 3
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Community Manager
Community Manager

Re: Need to speak to customer service

HI drgerard2011 Please send me a private message with the account number and your contact information.  I will engage the Business Service Center to assist.

 

ThankYou

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Highlighted
New Member

Re: Need to speak to customer service

Me too.  My static IP Comcast died around 3:00AM on Thursday.  Was able to get support but he was helpless.  Told him I could get to YOUR default gateway so the issue isn't my modem nor equipment, and I've reset the modem 3 times (20 year IT veteran here btw).  Regardless, he insisted I need to reset the modem, wipe out all configurations, and told me that after reset I cannot get back into the modem because the LAN IP is "DHCP assigned".  I told him that it cannot be but he insisted.  To play along, I checked my DHCP server and of course it did not assign an IP address.  He said that since we don't know the LAN IP address of the modem after the reset, there's nothing we could do except waiting for a support to show up, within the next 4 hours.

TOOK THE DAY OFF NEXT DAY only nobody showed up.  When I woke up the Internet is working but gave me a different IP address.  Of course none of my business services are working.  NO TECHNICIAN EVER SHOWED UP.

CALLED ANOTHER TECH and she was much more knowledgeable and load the config back, so I have my IP address back.  I spent the next 30 minutes re-loading all of my firewall rules back.

My Internet died 3 times within the last 40 minutes.  Called Comcast, went through like 20 options to finally get to "transfer to a technician", after another 3 minutes it hung up on me.  repeat twice with same results. 

My total time lost:

1 entire day of PTO (about $500)

12 hours of business downtime

45 minutes of inadeqaute service (and I was in a middle of game... 1st time in an entire week I have time to do some R&R)

30 minutes of playing phone button-pushing with Comcast

According to my calculation that is about $1615 worth of business cost.

 

I have been with Comcast business for at least 10 years with multiple referrals.  At this point I would like to know if I have any contract obligation with Comcast and am going to leave.  I cannot rely on this type of service - both inadequate and unreliable for my business.  Please contact me ASAP.

View solution in original post

0 Kudos
Highlighted
Community Manager
Community Manager

Re: Need to speak to customer service

JoeSchomey.  I apologize for the problems that you  encountered in your efforts to resolve this issue.  I have engaged the Retention Team in the Business Service Center to assist with a follow up.

 

Thank You

View solution in original post

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