Bad Service Due To Firmware Problem Ever Since Installation But Comcast Still Bills Us For Full Service [Edited: Personal Information]

I need to speak to you, a Supervisor, and/or a Manager immediately. We have been plagued with connection and website blocking problems ever since 1-2 days after installation with constant router reboots and intermittent disconnects of all devices on the router’s WiFi and physically connected devices. Today I found out it via your support and the onsite engineer that the problem was all because you guys had an internal problem with pushing out your firmware to update your router devices.

Today the problem appears to have been resolved because the Comcast engineer came out today and replaced the defective router stating it cannot take the firmware update that you have been pushing out and causing the problems.

I briefly spoke with your tier 2 support to get our account balance reset now that Comcast has fixed their own internal problem. We should be able to start paying for the service we requested since now it is actually working and we should not paying for service that wasn’t working and that we did not get since installation. The Tier 2 support only offered to credit our account @$200 out of @$500 which is ludicrous for service that was not working due to having update problems you (Comcast) admitted to having internally. In addition, we had no choice but to bring in AT&T as a backup to Comcast since we were plagued with the intermittent disconnect problems in our production environment which costs us an additional $300.

I need to speak to someone immediately about getting our account reset.

Our supposed Comcast Sales Acct Rep <Edited: Personal Information> is very rude and is of absolutely “No Help At All”!. To add insult to injury.

Your prompt response would be greatly appreciated.