New Packages FAQ .com
Q) How will these new packages affect existing CCIS and Workplace customers?
A) Existing customers under contract will continue to be billed as per their contract. When their contracts expire, they will be renewed at the new standard pricing. We strongly recommend that you clearly limit any promotional offers to new Comcast customers only.
Q) What if a particular customer insists on receiving the new packaging/pricing immediately?
A) We will generally honor the request provided that the customer signs a new contract. Customer will be asked to sign a new contract that is equal to or greater in length to their existing contract AND they may be asked to pay for any absorbed custom installation – subject to manager review.
Q) What is the process to implement a new contract?
A) The sales person should review the customers existing contract and contact their manager for approval. The sales person should fill out a sales order form, clearly indicating that this is a renewal. If required, the customer should submit a check for custom installation fees due. All paperwork should be faxed to Plymouth Meeting Fax number. The new contract will not become effective until the next billing cycle after signature.
Q) Will existing CCIS and Workplace customers receive the higher speeds?
A) In December we will begin providing existing customer with the new higher speeds – All existing Workplace and CCIS customer will receive the 4.0Mbps/384 Kbps bootfile. Existing Workplace Enhanced customers will receive the 5.0Mbps/512 boot file. We expect to complete this transition by the end of December and will notify customers by mail of the new speeds in January.
Q) What will happen to Comcast Pro customers?
A) Existing Comcast Pro customers will grandfathered at their current prices. There are no plans to migrate existing Comcast Pro customers to any Workplace services. Comcast Pro customer will continue to be supported in the residential call center. Comcast Pro customer should NOT be directed to call the Advanced Service Center for support.
If a specific Pro customer would like to individually upgrade, you can submit a Comcast Workplace order in the normal fashion. Sales manager have pricing discretion in waiving installation charges or contract term requirements for Pro upgrades. Please check with your sales manager for details.
Q) I heard that Pro will no longer be sold. Is this true?
A) With the introduction of the new Comcast Workplace packages, we will be gradually phasing out new sales of Comcast Pro. We are working with the divisions and local markets to determine the exact timing and to coordinate communication for each area. Comcast Pro sales have already stopped in some areas. If you have questions on the timing and specifics of the Pro phase out for your market, please ask your sales manager or the Division Director of Online Marketing?
Q) Will all customers, even those who do not commit to a term, need to sign a contract?
A) Yes, each new customer must sign a Comcast Workplace Service Order. In addition, it is the responsibility of each sales person to make sure the customer receives a copy of both the Comcast Workplace General Terms and Conditions and the Business Acceptable Use Policy.
All required forms and documents are posted on .
Q) If a customer signs a contract for one year for (in order to receive a lower price) what will happen at the end of the contract term?
A) The Service order states that “*Upon expiration of the Service Term, this Service Order (and the Services covered hereby) will continue on a month to month basis at the Standard Monthly Service Charge applicable to the Services as set forth on Comcast's then current rate schedule until terminated by either party upon sixty (60) days written notice. “ This means that Comcast has the option of increasing the prices to then current Standard Price” You can encourage customer to sign a longer term agreement to “lock in price”. We are not currently automatically increase pricing at the end of the term. This policy is under review and is likely to change in the near future.
Q) I noticed that there are 2 and 3 year contract terms listed as options on the service order. Why would a customer sign a longer term contract?
A) Many customers choose to sign a longer term contract in order to have us absorb some of the Custom Installation costs, identified during the site survey process. The Comcast Workplace payback model can help you and your manager determine how long a contract the customer must sign to “absorb” a specific amount of Custom Installation costs. In addition, customers may choose to sign a longer contract to lock in a lower service price.
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