![]() I have repeatedly asked for a direct line to Tier 3 support since Tier 3 is the only tier allowed to even look at the Cradlepoint. ![]() Twice, they have called and since our phones were down (because their internet was out), they marked the ticket as solved and never looked back. (It's important to note that I was setting up frame relays for Motorola before she was born and she's gonna tell me I don't know what cellular backup is.) As many as 2 weeks have gone by before I could get ahold of anyone at Tier 3. ![]() Finally, after I scream loud enough and ask to speak to her manager over and over and over and over, She either hangs up on me or opens a Tier 3 support ticket and tells me they will call back. I cannot tell you how frustrating it is to listen to some chick with an attitude smacking her gum and trying to tell me that I don't know what I am talking about. At Tier 2 they repeatedly try to tell us that we don't know what we are talking about and try to explain that the cellular is for backup only. They refuse to just let you go to Tier 2. To get any support from Comcast Business, you have to start at Tier 1 Support and argue with the folks who want to do things like resetting your modem-all from a script. The courts are doing more and more Video Conferencing and a stable internet connection can mean the difference between getting your client out of Jail for health concerns due to COVID and leaving him there in jail hoping he doesn't die before his trial can take place. I have not been dealing with them because I have been working on another project and finally got the call from my friend in tears. It has been about four months and Comcast cannot get it to work. We figured that simple enough, if the cable internet went down, their Cradlepoint Cellular Modem would kick in and provide service until the cable came back online. So when Comcast started offering the service, we made the mistake of signing up for it. I have been trying to convince the business manager that we need a cellular failover for internet service. We are a small law firm that uses hosted PBX via Mitel (another nightmare) and internet access is critical to our business. So far this year we have accumulated more than a week of downtime with their service.
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