New to the forum and expanding my practice into broadband auditing here in Rochester. Working with a lot of small businesses that have been overpaying for internet service. What are the most common billing errors you guys see with broadband providers? I'm familiar with utility auditing but telecom seems like a different beast entirely.
Broadband billing errors - what to look for?
Welcome Tom! Down here in Louisiana I see a lot of issues with speed guarantees not being met but customers paying premium rates. Also equipment rental fees that continue after customers buy their own modems. Cox Communications is terrible about this - I've recovered thousands just on modem rental charges that should have been cancelled years ago. Always check the actual speed tests against what they're paying for.
Here in Michigan with Comcast, the biggest issue I see is "promotional rate" expiration. They sign businesses up at $79/month for two years, then it jumps to $189/month and customers don't notice for months. Also watch for installation fees that get billed multiple times, and "service protection plans" that provide no real value. Documentation is key - always request the original contract terms and compare to current billing.