Onsite service visit and resulting charge of $130
My salon Comcast Business gateway started having problems in January, requiring an increasing number of reboots to restore the dropped internet connection. I contacted tech support several times and their solution was to do a hard reset, which did not solve the problem as the gateway would drop the connection a day or two later. The dropout frequency increased until by March it was nearly every day. Tech support elevated the issue to level 2 and sent a tech to check the gateway around April 11. Unfortunately, I had just rebooted the gateway so when the tech arrived, it was operating normally. Soon after she left, the gateway lost connection again, so I contacted support once again and they sent out another tech a few days later. That tech replaced the gateway and we have had no problems since then.
Today I checked my billing statement from Comcast and saw a 'service visit' charge of $129.95 for the site visit. Since the problem was clearly a faulty gateway, I don't believe I should have to pay the service charge. We have to have an internet connection for the salon business, since we cannot process credit card payments without one. What can be done to resolve this issue?
Thanks in advance.