New to the Community? Start here.
I am trying to get a message through about the recent storm damage in our area. The Comcast folks I have spoken to are giving me information as if this is an issue with the main service line, and it might be, but we also have the line to our house down. It got stretched too low by snow and was hanging over street. A truck went by and snagged it. It snapped in half and the wires attached to our house were ripped out. We need an individual fix.
They gave me an appointment next week for a technician but took great pains to explain techs cannot work on outside issues -- and all the issues are outside as far as I can tell, so until that sorted what can he or she do?
I thought the first guy I spoke to had understood, and thought I had an actual appointment for the outside crew today, but no one came.
Storm damage is understandable, and getting to indiviual houses will take time, I am just trying to get on the correct appointment list to fix wires specific to my house's Xfinity service. Anyone have any thoughts on how to get past the automated stuff to get a real person?
Solved! Go to solution
I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.
MelWH, no worries. We'll get someone out to take a look at the cable line outside your home. Please send me a private message with your full name and phone number so I can help.
I too am having the same issue with my main line being damaged and getting that communicated to customer service. The repair of my line will require a police Detail. From watching them install the line initially it took a crew of four. I cannot get a straight answer as to when I will get service re-established.
@ComcastKenF may check back in on this shortly.
Wanted to update you, becaue you were nice enough to try to help (I also updated on some else's thread who is having the same problem, so apologies for repeats).
Yesterday was told outdoor crew would be here between 8am and 8pm -- no one showed or called.
Today it was meant to be between 7am and 10pm -- no one has shown up or called.
Because it is an outdoor call it does not officially show as an appointment because I do not need to be here. I would like to be around though, because part of the work involves repairing/replacing cable wires that were ripped off side of house when main wire was snapped. They will need to be in my neighbor's driveway to access it.
I do still have an appointment for tomorrow between 4 and 6pm -- but that was supposed to be a check up with tech to be sure inside devices are ok once outside was fixed. That appointment has also caused confusion with service agents, they are not recognizing it as a follow up to the outside fix.
At a loss as to what to do now. Keep calling?
I have never has an issue like this before with any service, and I have had no real complaints about Comcast. In fact, they been pretty good to deal with (and really great one time). But this way of dealing with storm damage by ignoring me (and others that have posted similar stories, is kind of bizarre).
Sorry for the delay. I was out of office but I'm glad to hear you're back up and running. Let me know if you need anything else.
811758---I've seen your public post and will respond on that thread.
To help residents and emergency personnel stay connected during this time, Comcast is opening up Xfinity WiFi outdoor and SMB hotspots in these communities to anyone who needs them, including non-Xfinity Internet subscribers.
This will be starting at 4:00 PM ET on Monday, March 5, 2018, through Friday, March 16, 2018.
For more about these open Xfinity Hotspots see here.