I'm concerned that Comcast is disconnecting people with next to no notification. One phone call should not be considered sufficient. If you had an issue with a company, who would you call? Most people I've asked that question say, you guessed it, Customer Service :-) With Comcast who should you call? The Abuse Department. Don't ask Comcast Customer Service if you get one of those calls. They don't know a thing about problems with your account until after you are terminated. Your Comcast bill only has Customer Service listed btw.
At least that was my experience. I've uploaded my phone records from T-Mobile as proof that my wife and I called them multiple times on December 12 and 13 (I have been keeping detailed records of this experience just in case). They even called me back on December 13th to tell me it wasn't Comcast calling that it must be a prank!! You will also find my online chat with Comcast which I took screen shots for your review. They said the same thing. When asked if there were bandwidth limits their online CSR said "No.". I believe this can't be any clearer.
That being the case, Comcast really needs to resolve a few internal problems. I don't care really how they do it but it's obvious to the dozens of disconnected ex-Comcast consumers I've spoken with that they have a problem which needs fixing.
I've finally received a response from Comcast through the BBB regarding my complaint. They said (you guessed it) "abusers using 100 times the norm", "13 Billion email's a month" (ok, they really said million...), "256,000 photos, 30,000 songs", blah blah blah. Ugg. Microsoft Cut and paste to the rescue.
Comcast needs to speak to their technical people and ask THEM what on earth their response means in english. I've provided my analysis of this in February. Comcast's response translates to 1.3 - 2.7 Gigs consumption a month. This means if you download 2 movies from Amazon.com's Unbox then you could be the next lucky customer to switch to DSL (or Verizon FiOS or Utopianet). Each HD-DVD is around 2 Gigs and costs about $10 for a 2 hour Hollywood video. Cheaper than paying $30 for the same thing.
Here is my response to Comcast through the BBB
I'm sorry to sound so harsh as that's not my style. I thought it was interesting to see Sara provide a number to call. No thanks. I don't need another quote for a commercial account (I received a second verbal quote of $10,000 to connect and up to $2000 a month). I did find it interesting they didn't send me a written quote. Pity. I'd love to post it here.
Sara did mentioned something I thought rather interesting. They "Proactively contact customers violating acceptable use" (one call is proactive???), they "value the business of all high speed internet customers" (Huh? You mean before you disconnect them right?), and they "work with customers to find a more appropriate Comcast product". Hmmm.... Comcast Business had us back on for about 10 minutes on January 23rd until the Abuse department noticed we were back online.
Ryan and Larry in Comcast's Sandy office clearly stated we could upgrade to a business account and despite the issues with the Abuse department, we will be ok as they are seperate from the residential side of the business. For the record, Ryan and Larry went to bat for us. These guys were awesome. Somebody please contact them and give them a job. Their Customer Service is second to none!
So, here is a scanned copy of the business contract Comcast violated
It was signed and faxed to them. In essense breach of contract is what I'm seeing here. Yes I've spoken with a couple of lawyers. Is it worth the trouble? Not really. At this point I'm saving $30 a month going with DSL and Dish Network. My Counter Strike / Team Fortress game has seriously improved now that my uplink is 896k instead of only 384k :-)
What do I want?
I want the truth. Define Acceptable Use and be done with it.
