bdjp22's profile

Frequent Visitor

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9 Messages

Tue, Jan 12, 2021 9:00 AM

1 month no service line install in sight

So, very long story short, after I self ran a cable from my cable hookup outside my home to where I wanted it inside my home, I noticed that the outside service line was visibly broken. I called Xfinity support and they set me up with an appointment for a tech to come fix it on christmas eve. I ordered the internet service December 16th so the 24th, I thought, was a little far out to wait, but I delt with it. Since that tech came and did nothing we have had a total of 5 techs to our house that have all told us that we need a main service line installed and it would get handled. 5 techs over 1 month and about 8 different apointments scheduled and moved around and they still dont have it in their brains that they need to schedule the "construction crew" as the "trouble call" techs call them, to come out and run a 350-400ft service line to my home from the pole. The tech yesterday gave me the number of the construction guy thats over scheduling that but hes useless as well so im at a loss as to what I need to do to get these idiots to come out and install my service. I would get a refund and forget about switching service providers but I have a strange feeling itll take me a year to get my money back at this rate. 

Can anyone give me insight as to who I can contact that isnt stupid that can get the ball rolling? All of the service reps I talk to either on chat or by phone is 100% useless and have did nothing but schedule 5 trouble call techs who come out and tell me I need a main service line ran, all while im thinking they need to tell the people who can get it fixed, not me. Any help appreciated as my hands are tied

Responses

CCAndrew

Diamond Problem Solver

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25.9K Messages

5 m ago

It’s been escalated to an Official Employee to help out with getting the proper people involved

Frequent Visitor

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9 Messages

5 m ago

Escalation either didnt happen or went no further. I supossedly had a service line install scheduled (again) for today at 8am-10am and a trouble call tech scheduled for tomorrow to help if we needed it after the service line install. What do you know, the service line tech didnt show up nor call this time. This would have been the 6th tech shown up to my home and tomorrow will be (if they actually show up) the 7th tech to come to my door to do nothing. With this much time involved and having to pay the bill of our current ISP ontop of it all, id expect the year free at this rate. This has to be the worst company in the US for ISP. Took about 2 days and 1 tech for centurylink to comprehend that I needed my service line installed. Ontop of that they gave me a router that I was supposed to pay for monthly, for free. I need someone that is from this continent and that speaks halfway decent english that can also comprehend english to call me and talk to me so we can get this taken care of and stop pushing the issue off on the next 100 techs that show up to my home, tell me I need a service line install and dispatch another tech to do the same thing without ever actually telling the correct person (not me) that I need a service line install so the line will get friken installed.

Frequent Visitor

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9 Messages

5 m ago

Welp i called it. Tech just showed up and talked to my wife. Was the same tech that's been there the past two times and told her we need a line ran and left.

Official Employee

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2.9K Messages

5 m ago

Greetings, @bdjp22! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the experience you have had so far with trying to get a service line ran to your home. I would like to see what we can do to make this happen for you. Can you please send me a PM with your first/last name, full address, phone number, and email address so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

Frequent Visitor

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9 Messages

5 m ago

I will do so now however i think its important for possible future customers to see the unfiltered issues thats this company has. BTW, I still have no service line installed and after just chatting with customer support, they dont even have record I have needed a install and think im now just needing to self install my internet......after 7 technicians and i guess we are on week 7 now....idk. PMing you now

Frequent Visitor

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9 Messages

5 m ago

At this point, if this ever gets resolved, I think the CEO owes me and my wife a few months salary since we have basically worked for his company for free this entire time, speaking with different techs trying to shift the work around until we get the correct person. I mean, we have did the job better than the customer support techs up to this point and we would be sitting at sqaure one if I hadnt did what I have done up to this point. The time I have spent alone trying to manage the multitude of useless support agents and direct jobs to the correct technician is worth quiet a bit. With that said, im still not convinced anyone will be able to comprehend what should have been comprehended literally day 1 which is the fact that they need to supply me service.

Visitor

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2 Messages

4 d ago

Just here to say I am going through the exact same issue of needing a construction team, and it is absolutely ridiculous. Twitter seems to be the only team that is helping even a little! 

Official Employee

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29 Messages

Hi, @user_efe3a0. Thanks for reaching out about needing help with construction. For future reference, it is better to submit your own post for help as it creates a ticket to get help, and sometimes posting on an old thread can delay getting help. We definitely want to make sure the correct steps are taken to get you service and our Twitter team has all the tools to do that(same as us) and I am confident they can make sure the work gets done as fast as possible. 

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