New Contributor
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23 Messages
False statements on service availability
I am a Comcast business customer and have been looking for a new property. Im my search, the criteria has been availability of Comcast services. I recently found a property and checked availability online for the address and was presented with service options. Prior to going under contract for the property, I called Comcast Business directly and was assured that the address was serviceable. With this assurance, I committed to the property.
I then called back to Comcast Business to set up the order for 30 days out. At this time, I was told the property was NOT serviceable and that the nearest pedestal was 2000 feet away (6000 by road) and that it may cost me $80,000 to get service, if it was even possible. Imagine the situation this puts me in.
This is the second time I have experienced this. I was assured coverage for a property back in June only to find out after signing a contract that it was not. I was able to gracefully exit that contract, but that is not the case here.
I contacted executive escalations and was assigned a case worker. A site survey was scheduled for 2/26 from 8 am to 10 am and I was a assured a call back that day. I received no call. I called executive escalations today (Monday) and was rerouted to the general support line. I called executive escalations again and was told my case worker was not working and that the case could not be reassigned. I was assured a call back for Tuesday. I have learned that being assured a call back does not really mean anything.
I have researched and found articles indicating that Comcast Business has an issue with erroneously verifying service availability, often costing customers thousands of dollars and ultimately never providing the service, or forcing lengthy and expensive court action to get their money back. Once case goes back to 2016. This seems like a very long time to tolerate issues like this within a company. It gives me little confidence that my issue will be resolved at all.
Comcast_Dena
Official Employee
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81 Messages
3 years ago
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I would like to look into the ticket for serviceability. Please send me a Direct Message with your name, business name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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