Just wrapped up the most frustrating telecom audit of my career. Boise manufacturing client was getting absolutely hammered by Comcast Business. They were charging for 50Mbps internet but only delivering 10Mbps, plus billing phantom phone lines and charging sales tax in Idaho when business internet is exempt. Total recovery: $47,200 over 14 months. Anyone else dealt with Comcast business billing disasters?
Comcast business billing nightmare - 14 months of overcharges
Warren, Comcast is notorious for this stuff. Had a Cincinnati client paying for "Business Class" internet that was actually residential service at business rates. $890/month vs $49/month for the same 25Mbps. Their billing department is either incompetent or deliberately deceptive. How did you prove the speed issue?
Speed tests every day for two months, documented everything. Also had the client's IT guy run bandwidth monitoring software. Comcast kept saying "network congestion" but their contract guaranteed 50Mbps minimum. Took three escalations and threats of PUC complaint to get them to admit the modem was provisioned wrong.
I avoid Comcast audits unless the client is desperate. Their billing system is intentionally confusing and their customer service is worthless. Had better luck with CenturyLink and Charter. At least they have coherent tariffs. Comcast just makes up numbers apparently.
Elmer's right about their billing system being garbage. But Warren, that's exactly why there's money in Comcast audits. Found a Huntsville client paying installation fees every month for 18 months. Comcast called them "service fees" but they were really just repeated install charges. $3,600 recovery on that alone.
The phantom phone line thing is huge with Comcast Business. They bundle phone service then keep billing even after it's disconnected. Found eight disconnected lines on a Corpus Christi restaurant bill, going back 11 months. Always check the actual phone system against what's billed.
Warren, did you have to fight them on the tax exemption? Pennsylvania has similar rules and Comcast always claims they "don't know" about state tax exemptions. I make them provide written documentation of their tax calculation methods. Usually shuts them up quick.
Sylvia - yes, huge fight on taxes. They kept saying their billing system "automatically" applies taxes and they can't override it. Finally had to get Idaho Tax Commission to send them a letter explaining the exemption. Took four months but got full refund plus penalty interest.
This thread is gold. I've been avoiding Comcast because of their reputation but sounds like that's exactly why I should be targeting them. Georgia Power clients are drying up - maybe time to expand. Warren, what percentage contingency did you charge for that nightmare?
Lee - I charged 30% contingency because I knew it would be a battle. Standard electric audit is 20% for me, but Comcast audits get premium pricing. The client was thrilled to get $47K back even after my fee. They're sending me to audit their other three locations now.
Just found this thread - super helpful! Working on a similar Comcast case in Albuquerque. They're billing my client for equipment that was returned two years ago. Did you have any luck getting equipment rental refunds, Warren?