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Helpless Comcast business customer in Florida area.

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hialeahguy
Occasional Visitor

Helpless Comcast business customer in Florida area.

After two and a half months we still have the same problem (every single day): intermittent down/up connections, sometimes 6 times per day, or 36 times per day like yesterday 1/7/2019. My business relies on Comcast to get my profits, besides Comcast is wasting a lot of money sending every week( four or five times per week ) a maintenance crew to solve the issue and the results are: "NONE", they close the job tickets saying: we fixed, and it's a big lie because we still having the same problem, I have more than 40 CR numbers regarding my situation, and nothing, after several modems replacement and several visits, nothing, no results, still happy with Comcast(I got other accounts with no problems), still paying my bills in full, but my service at this location is pretty bad, was good for one year, but now is horrible. This endless loop (I call to  1-800-comcast, they send a tech, this tech find the intermittent signal from the node and report the issue and they send a maintenance guy to check the node and at this point we return to the beginning): the maintenance guy say: fixed(is a lie) cause still having the same problem. Supervisor, chief supervisor, senior technician all of them went in my business and all of them point to the same person: maintenance guys. Very sad that Comcast is doing big efforts in doing the right things and a few employees are throwing those efforts to the trash. I hope someone here can help me and my comments directed to the right place to solve this issue.

 

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Accepted Solution

Re: Helpless Comcast business customer in Florida area.

After several months having a permanent issue with my services(they called me a chronic customer), Comcast solved the problem regarding the intermittent connectivity in the node, special thanks to John Yomtov from Protention, a very professional person who help me through this processes, thanks to him I still happy with Comcast, meanwhile other Comcast employees (maintenance crew in Hialeah FL) with lack of interest to solve the customer issues, they were making Comcast looking pretty bad reporting "fake reparations" through all this time(they reported "as fixed" my services more than 30 times and was a lie). I hope someone in the corporation take my case as study and learn from the mistakes or wrong procedures to avoid wasting money and time from Comcast also to avoid unhappy customers. Right now a happy customer here THANKS!!!

View solution in context
Official Employee

Re: Helpless Comcast business customer in Florida area.

 

Hi hialeahguy and welcome to the business forums.

 

It's regretful to hear about your experience. I would like to assist with your intermittent connection issues. I'll need your information so I can review. Please private message me 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.

hialeahguy
Occasional Visitor

Re: Helpless Comcast business customer in Florida area.

Thanks Phil, i'll send the info.

 

regards

Official Employee

Re: Helpless Comcast business customer in Florida area.

Hello, Oscar I see that we have an appointment scheduled for today to have a technician check the location for you. I am going to monitor this appointment and I will continue to follow up to ensure that we get all service issues and concerns addressed. 

hialeahguy
Occasional Visitor

Re: Helpless Comcast business customer in Florida area.

Thanks Michelle, i'll let you know later regarding the technical visit, i hope the technician find the solution.

 

regards

Official Employee

Re: Helpless Comcast business customer in Florida area.

I have reached out to my local teams as well to ensure that we get this fully addressed for you. I will continue to keep you updated on any progress and will continue to follow up. 

Highlighted
hialeahguy
Occasional Visitor

Re: Helpless Comcast business customer in Florida area.

Michelle:

Unfortunately, the Comcast specialist solve nothing, he found the same old problem still happening there and the solution to this is out of his hands, only the maintenance crew can solve the problem , told me, then he call the area supervisor to explain(again).

 

At this point, I feel myself twice helpless than before, also very concern: How could be possible Comcast is paying to a person to do a fake repair for almost three months now and nobody cares? What about my business? What about Comcast policy and Comcast reputation? .As I mention before I hope here in this forum someone read about this and bring the solution to my problem.

 

regards

hialeahguy
Occasional Visitor

Re: Helpless Comcast business customer in Florida area.

Hi Michelle

Nothing new ?

hialeahguy
Occasional Visitor

Re: Helpless Comcast business customer in Florida area.

Hi there,
Guys, today 1/14/2019 we have the intermittent issue (down/up eleven times) from 11:09 AM to 12:29, any idea? please i need to know if this is comcast working in the account or just the same old issue.
Best regards

hialeahguy
Occasional Visitor

Re: Helpless Comcast business customer in Florida area.

Thanks for the response Gina, and please do not forget the updates. I got an update for you guys: The Hialeah garden police station is located in front of us, they are having this problem for more than a year(down/up), we are connected in the same node, last Friday a Comcast contractor crew was deploying a fiber optic from the node to the police station to solve this problem, the IT technician (from police) told me the fiber is the only choice we have to solve this intermittent problem with the connectivity, I ask him: Who told you ?, the answer was : Comcast told me. My connectivity problem start in last July but became horrible last November, at this point after all the failures from Comcast to guaranty my business services I have a question for you guys: can I get a fiber from the node to my building (half the distance from my place to the node that the police to the node) and go to coaxial in my end to avoid all this problems?

hialeahguy
Occasional Visitor

Re: Helpless Comcast business customer in Florida area.

Gina

A person from Comcast send me a message five minutes ago, I don't want to be rude, but this person is the same person involved in my fakes repairs through all this time with the down/up issues. How could be possible? Comcast is using the same technician with a 100% failings or cero results during three months? So sorry but we have a big problem right now, this guy reported all the time: We solved the problem and is a big lie! Please, please three months/the same guy equal to: Comcast wasting money and time without results, nobody cares?

Official Employee

Re: Helpless Comcast business customer in Florida area.

Glad to know that this has been resolved. We will check back with you in a few days to make sure things are working well still. In terms of a credit, we can provide credit to cover the intermittent service issue you had. Based on the information we have and you provided a credit of $75 would be appropriate for this as it covers the time which you experienced the issue. Let me know if you would like to proceed with this credit for the issue. 

hialeahguy
Occasional Visitor

Re: Helpless Comcast business customer in Florida area.

After several months having a permanent issue with my services(they called me a chronic customer), Comcast solved the problem regarding the intermittent connectivity in the node, special thanks to John Yomtov from Protention, a very professional person who help me through this processes, thanks to him I still happy with Comcast, meanwhile other Comcast employees (maintenance crew in Hialeah FL) with lack of interest to solve the customer issues, they were making Comcast looking pretty bad reporting "fake reparations" through all this time(they reported "as fixed" my services more than 30 times and was a lie). I hope someone in the corporation take my case as study and learn from the mistakes or wrong procedures to avoid wasting money and time from Comcast also to avoid unhappy customers. Right now a happy customer here THANKS!!!

docvision
New Member

Re: Helpless Comcast business customer in Florida area.

For years we have known that the node in our area is out-of-date.  Every time I call they tell me that they have an outage in the area and I tell them that they should FINALLY replace the node, or add another one, if capacity is too low.  So, it is happening again that our services go up and down.  My customers end up getting upset with our services because of Comcast's inability to correct their issue.

Today broke the camel's back as I was routed to the Phillipines where there was a disconnect in what the issue is.  Business customers should not have to endure that kind of communication gap.  I do like the speed, etc. but I can't wait until someone else can compete with Comcast to get them to understand that there are choices that can be made in internet service.