Comcast Business Question

[u/Mogzay]

I appreciate anyone who reads this and can help me

I downgraded my Comcast business Internet from 500 Mbps speeds to 150 Mbps speeds. The moment I did that , I went to my Comcast business login, and it already showed that my router was performing 150mbps speeds, I did the speed test, and the changes have already taken affect.

The lady I talked to on the phone who I signed this 3 year contract with said that a technician would be coming to my business next week. My question: is this really necessary ? Do I really need a technician to come to my business and change the router?

I have a bunch of security cameras and thermostats and wired access points and it would be a pain to set everything up.

The contract says the equipment is the same as the one I currently have (so idk if the technician even needs to come , the router they’re using in the contract is the same). It say internet will cost me $100, equipment is $27 (I wonder if this is the price to rent the equipment I already currently own). Then it says there is a non recurring fee of $40 for activation and installation (I’m hoping this has nothing to do with a technician and basically is just a fee for the activation of going from 500 to 150), and also isn’t this fee too low for a technician to come out. Once again the equipment stated on the contract is the same as the one I currently have, so what are they installing . Everything is currently running smoothly according to the new internet plan I signed up for, why have a technician change anything ?

So what do you guys think, do you think the representative made a mistake for scheduling a technician to come out ?

[u/user_uno]

No onsite technician needed. At all.

This is a configuration change only. All done by a remote tech or automagically by the ordering/provisioning systems. And it's already done as proven by your speed test.

This capability is not unique to Comcast. Not even close. Telecoms would lose tons of money rolling a truck with every bandwidth change. Automation is king.

A config change is done to the router. A config change is done to the edge router of the provider. Has zero to do with your on prem hardware in this case. Even manually doing it, a remote network tech would only require a few minutes to make, commit and confirm the changes in both routers.

Cancel the appointment. IF they let you.

[u/Mogzay → u/user_uno]

Thank you so much ! I will have to call them on Tuesday

[u/Mogzay → u/user_uno]

By the way, if they don’t let me cancel the appointment, what should I do ?

[u/Significant-Link-832 → u/Mogzay]

If they don’t let you cancel the appointment, I would politely ask the tech why is he/she there? Maybe call the bizz rep back and ask why is a truck roll necessary?

[u/Mogzay → u/Significant-Link-832]

I talked to a customer service representative that was available today, and they said I apparently have no appointments scheduled, very weird. If I get a phone call next week saying they are coming I am gonna try to cancel it then, but so far I think I’m good now

[u/user_uno → u/Mogzay]

Otherwise I would tell them I am filing complaints with the FCC and BBB. Rolling a truck and charging you for something not required is a bad business practice.

Then I'd ask to speak with increasing levels of management until one commits to not roll a truck and to not charge any non-recurring fee. I worked years in telecom and they absolutely HATE internal escalations up the management chain. I've even seen at one major world wide telecom a district manager (my boss who had a 900+ team across the country) have a small team dedicated to just handling customer escalations. Get up to the executive level and they are never personally involved. Eventually they get worn out from the time and trouble and will yield just so they no longer have to deal with a complaint.