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Our internet service went down AND IT WAS COMCAST'S FAULT

We got comcast business internet/tv bundle less than a month ago. On the evening of 9/30/14, our internet went down. We came into the office on the morning of 10/1/14 and called comcast to report the outage. A technician said that everything was fine on their side so it must be our problem here in the office. We tried to reset the equipment with the assistance of the technician on the phone. Nothing worked. Comcast insisted that the issue was on our side and we should call our IT person. We called our contracted IT person and he couldn't find any issue on our side. He called comcast several times and finally after almost 3 hours, comcast admitted that they changed the statip ip address and that's why we were down. They weren't able to ping to our equipment even though they said they were able to. Why should we have to pay $350 to our IT guy when it was comcast's fault all along? This is very unprofessional and we are demanding action from comcast. 

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Re: Our internet service went down AND IT WAS COMCAST'S FAULT

Hello FSI and welcome,

 

We apologize for your Comcast unplanned issues that caused any inconvenience at all.

 

I recommend that you contact 18003913000 option 2 and speak to a billing agent to briefly discuss your issue, then email or FAX  the agent a copy of your IT's $350 billing statement and request a Comcast credit to your account for this customer inconvenienced issue. The agent will get this credit report to the appropriate management for processing.

 

Hope this help you out.

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Re: Our internet service went down AND IT WAS COMCAST'S FAULT

I contacted Comcast rep on 10/06/14 requesting for a credit of $350, for the amount our IT consultant billed us.

Comcast rep said the only amount they can credit us is for $7.99.

 

THIS WAS NOT OUR EQUIPMENT"S FAULT. COMCAST HAD THE WRONG STATIC IP ADDRESS. THE REP AFTER VARIOUS TIMES SPEAKING WITH OUR IT CONSULTANT SAID THE PROBLEM IS ON OUR END. HERE IS YOUR NEW IP ADDRESS.

 

10/03/14 Service was done for 5-10 minutes again. We turned on and off the equipment and had our it verify what was the problem.

 

10/08/14 Today I am speaking with Lamont, rep 7ZN, and he said the credit on account is $7.99. I requested our account to be credited for our IT bill amount. Lamont spoke to his supervisor and said that the supervisor allowed for $109.95 to be credit into the account. I will verify with the owner if $109.95 will be acceptable for the expenses and time loss of business we incurred.

 

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