Just wrapped up a telecom audit for a Denver medical group with 8 locations. Comcast Business had been double-billing them for equipment rentals and charging business rates for residential-grade service. Total overcharges: $40,847 over 22 months. Here's their playbook and how to catch it.
Found $40K in Comcast Business overcharges - how they do it
This is gold Scott! What specific line items should we be looking for? I've got a Little Rock client with 12 Comcast locations and their bills make no sense. Different rates at each location for supposedly identical service packages.
Helen - look for "Business Gateway" charges vs actual modem rentals. They love billing $29.95/month for a "gateway" when customer owns the equipment. Also check "Installation" and "Service Visit" fees that appear months after install. Found 3 locations getting charged $89.99 monthly "installation" fees for 18 months straight.
The equipment scam is huge with all cable companies. Mediacom here in Georgia charged a Savannah restaurant $45/month for a "business modem" that was actually a $39 retail unit from Best Buy. When confronted, they said it was for "enhanced business support" - total BS.
Scott, what was your approach with Comcast's billing dispute process? I've got a San Jose client with similar issues but Comcast is stonewalling. They keep saying the charges are "legitimate" without providing any documentation.
Paul - the magic words are "FCC Complaint" and "State PUC Filing". Suddenly they get very cooperative. Also demand to see the original service order and contract. Half the time they can't produce it, which means they're billing based on whatever's in their system vs actual agreements.
The worst I've seen is when they upgrade your service "for free" but keep billing the old higher rate plus the new service. Had a Charlotte law firm paying $890 for old T1 plus $340 for new fiber - for 14 months. Comcast claimed it was "overlapping service for continuity".
Scott, did you find issues with their "Business TV" packages? I've got a San Antonio hotel getting charged for premium channels they never ordered. Comcast says it's part of their "hospitality package" but the contract clearly shows basic cable only.
Angela - yes! They auto-add premium channels and sports packages without authorization. The medical group was getting charged $89/month per location for HBO/Showtime that nobody ordered. Comcast's defense: "It enhances the patient experience." Total joke.
The regulatory fees are another goldmine. They tack on FCC fees, franchise fees, PUC fees - some real, some completely made up. Found a Knoxville client paying $23/month in "regulatory recovery" fees that weren't on their original quote.
This thread is why I'm transitioning from utility to telecom audits. The error rates are incredible and most businesses have no clue how to read these bills. Just started working with a Rapid City medical center - their Midco bill has 47 line items and half make no sense.