Connectivity
Connectivity and managing Your Comcast Business network
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
Highlighted
CandC
Visitor

contract

A contract is a contract and this is not questioned here but when the connection speed is substandard, is not the contract broken?

 

I signed the three years contract in order to get a static ip and all was well the first year. But lately the connection speed has become inconsistent and at times slows down to the point of making the connection unusable. I have contacted support several times and scheduled a tech visit but time and again the normal connection speed resumed before the tech arrived and I had to cancel the service call several times, not wanting to pay the $99 service fee.

 

Now I want to cancel my account but the ETF is almost $2000. I tried to negociate but was told that a contract is a contract. I feel wronged because I am not getting the service I have been paying for. I would like to know how such intermittent substandard connection speed can be documented and not being dismissed as a figment of my imagination?

 

Is it just sales talk when certain speeds are guaranteed because a business account has a prioritized connection and its connectuity should not fall bellow a certain standard? I feel that I am pay for service that is over a shared connection and I have to share it with all my neighbors who are downloading movie after movie.

 

I do need a reliable connection for business reasons and now AT&T-Uverse is very competative and has provided a static ip with consistant higher connection speed.

0 Kudos
4 REPLIES 4
Trusted Forum Contributor

Re: contract

Hello CandC and welcome,

 

I am sorry to hear that your Comcast Internet Bandwidth is not meeting your Comcast Service Order Agreement (SOA) or your business needs. 

 

Could you please provide the following information so we can pursue this further:

1. Connect a computer to any of your Comcast Gateway Lanports 1-4 and bring up a browser to access the internet

2. Go to http://speedtest.comcast.net then select the closest speed test server to your physical location by clicking on a circle.

3. Post your ping, down and up speeds so we can see what they actually are at your Gateway becuase this is where Comcast guarrantees the actual Internet bandwidth speed.

4. Please provide us the Comcast Gateway model and what your SOA Internet speed is suppose to be.

 

Look forward to hearing from you.

 

 

0 Kudos
CandC
Visitor

Re: contract

Thank you for your reply:

yes, I have called up customer support often enough to know exactly what to do. I disconnect my equipment, connect a laptop directly into modem and make a speed test. I reported the results several times to support verbally on the phone. Support always claimed that they have no reports of outages and slowdowns in my area and everything looked good on their side. Now that I want to disconnect my service they seem to have no records of my calls and only listed one tech visit in June.

 

The problems I have encountered come at the most inopportune times. I have not been able to discern a certain pattern and it happens at capricious times. Suddenly webpages load slowly, voip becomes choppy dropping packages and disconnecting. Restarting modem at many times failed and would not reestablish connections for several minutes. I thought I was guaranteed at least 12Mbps but many times drops below 6Mbps download and when it becomes critical the speed tested is 1Mbps download and 50Kbps upload.

 

Right now I am enjoying a consistant and trouble free connection with the "other" provider and I hate to reconnect my comcast modem: I am reluctant to go through all those troubles and aggravations again... but I might if there is a method by which I can document theses issues and make a case that cannot be dismissed simply by the disconnect department. They should have made notes about all my support calls but now conveniently no records exist.

0 Kudos
CandC
Visitor

Re: contract

the solution for me became a negociated ETF: The termination department finally agreed to negociate a little, even though I wanted a better offer we agreed and now I can go on with my life: An inconsisstant connection is more aggrevating than no connection at all... I was considering becoming a lotus eater on some deserted island...

0 Kudos
CandC
Visitor

Re: contract

deleted by CandC as unnecessary comment

0 Kudos