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BBB Complaint regarding Comcast Business Internet Services

I submitted this earlier today. I was going to write  you up a nice, angry post about my ongoing experience with Comcast Business . For you, that probably would have been funnier. But I actually need this fixed, so here’s my official BBB complaint.

Anybody else experience problems with Comcast Business? Are you getting the service you are paying for? Are you SURE?

My Official Complaint (names abbreviated to protect the — well it’s the right thing to do).


If they had a field for image uploads, this might have accompanied the appeal


Thank you for using the Better Business Bureau’s Online Complaint System.
Your complaint has been assigned case # 16044476. 
Correspondence regarding this complaint will be emailed to : me
Please print a copy of this for your records.

Filed on : August 7 2012

Filed by : 
Mark Sutton
26 South King Street Suite 2W
Leesburg VA 20175

Filed against : 
322 Nashua Road
Londonderry NH 03053

Complaint Description:
I was sold Business Class Service and have received 10% of promised bandwidth. Promised credits and fixes aren’t happening.

Mid June, 2012. Salesperson GF called me after I filled out an online request for Comcast Business service on the Comcast Web site. I purchased a Deluxe Business Class package and Static IP – total monthly cost is $210.

This was to guarantee speeds of 50Mbps/10Mbps to my office. I moved into the office on July 1, 2012 and scheduled the initial installation for July 11, 2012.

July 11, 2012. The Comcast Tech T (2 hours later than end of appointment window), indicated he could not do the installation since they needed to run a new cable. He made a point of showing me that, if they didn’t run a new cable from the post, I would never get the service I had paid for. He also indicated my salesperson did not request a site Survey, as is common practice.

July 18, 2012. Comcast Tech R arrived on time and installed a cable drop into my office and assured me this would provide the Deluxe Business Class service I ordered. I did not inquire as to whether or not a new cable had been run from post.

July 20, 2012. Scheduled Comcast Tech never arrived. I asked GF if I were to purchase a modem myself, could it work. He indicated that it should. I purchased a Cable Modem (per Comcast’s approved modem list), and was not able to activate it. GF indicated Comcast would waive my installation fee. At 6:30PM (6 hours AFTER end of appointment window), a tech arrived with a consumer grade modem and installed it.

July 23, 2012. Comcast Tech K arrived within appointment window, installed the proper modem, and indicated it was good to go. While online speedtests indicate the amount of bandwidth I should be receiving, actual monitoring shows I’m getting 6.5Mbps max download and no more than 4Mbps upload.

Aug 6, 2012. Comcast called me unsolicited to indicate that I was not getting the bandwidth levels I should be. They scheduled a Tech to come by the very next day.

Aug 7, 2012. Comcast Tech X (Didn’t give his name) arrived 1.5 hours past end of appointment window. His tests indicated my signal levels were -11 to -14 weaker than they should be. He indicated this was not sufficient for the Business Class Service GF had sold me. Upon leaving, the Tech indicated a NEW cable (thicker gauge) would need to be run from the post to support the Business Class Service. He indicated he would have to speak with his manager to see if this was even possible. I asked for a contact number to call and check progress and he said he could not provide one.

GF works out of the NH office. My business is located in Leesburg, VA. GF (and Comcast) sold me a service (I am under a 1 year contract) they have no ability to actually deliver!! What’s more, GF and his superiors are powerless to fix my service or properly credit me for services not provided. I am a very very small business. The lost productivity alone has made my transition to Comcast Business incredibly difficult. Couple that with the countless hours of phone trees and re-explaining my story and you have a small business feeling incredibly helpless at the hands of a poorly managed behemoth such as Comcast.

Sadly, Comcast is the ONLY broadband provider available at this address. Given their de-facto monopoly status, I have no recourse other than to file this complaint.

Your Desired Resolution:
1. Refund/Credit of any installation or service fees to date.

2. Completed installation of proper cabling from post to building to office with a receipt in writing indicating what has been installed.

3. A hand-written letter of apology from C-level executive acknowledging the mis-handling of my account from Sales and Field teams.

4. A discount on the full year would show a lot of good faith. In the meantime, I’m going to be lobbying ever so hard for competition in the area.
This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 10 working days to respond to your complaint. You will be notified when the business has responded.