Hi @XBUser, thank you for making us aware of this issue. Our team is here to help make sure headway is made on this work. We'll need to gather some additional details to get the ball rolling. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" to Xfinity Support: Click "Sign In" if necessary Click the "Direct Messaging" icon Click the "New message" (pencil and paper) icon The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there - As you are typing a drop-down list appears. Select "Xfinity Support" from that list - An "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it.
Despite multiple direct messages to Xfinity Support, nothing has been resolved and no buried cable work has been done. Current status is waiting for "local team" to respond.
A follow-up to my original May 15 post about buried cable work not being completed: After many direct messages with the Digital Care Team and a delay of more than two weeks, a supervisor of the local bury cable team finally came out and discovered (as I and install technicians had been communicating for several weeks) that the cable was not buried at the install location. Instead, a cable for my account was buried three houses away.
After several reminder calls to the local bury team supervisor, a buried cable was installed to the proper location. Unfortunately, in the process of burying this cable, the Xfinity cables for two neighbors was cutand had to be restored.
What is unclear is why it took more than two weeks of calling and messaging for the local bury team to realize that the buried cable they had installed was not at the correct install location. The Digital Care Team kept in contact by direct messaging during that time, but they were dependent on a “local team” that failed to check on the work.
The installation is now complete and working properly. However, this experience of establishing Xfinity service was not a pleasant one.
EG
Expert
•
118.2K Messages
18 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinM
Official Employee
•
783 Messages
18 days ago
Hi @XBUser, thank you for making us aware of this issue. Our team is here to help make sure headway is made on this work. We'll need to gather some additional details to get the ball rolling. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
0
0
XBUser
Visitor
•
3 Messages
11 days ago
Despite multiple direct messages to Xfinity Support, nothing has been resolved and no buried cable work has been done. Current status is waiting for "local team" to respond.
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0
XBUser
Visitor
•
3 Messages
9 hours ago
A follow-up to my original May 15 post about buried cable work not being completed: After many direct messages with the Digital Care Team and a delay of more than two weeks, a supervisor of the local bury cable team finally came out and discovered (as I and install technicians had been communicating for several weeks) that the cable was not buried at the install location. Instead, a cable for my account was buried three houses away.
After several reminder calls to the local bury team supervisor, a buried cable was installed to the proper location. Unfortunately, in the process of burying this cable, the Xfinity cables for two neighbors was cut and had to be restored.
What is unclear is why it took more than two weeks of calling and messaging for the local bury team to realize that the buried cable they had installed was not at the correct install location. The Digital Care Team kept in contact by direct messaging during that time, but they were dependent on a “local team” that failed to check on the work.
The installation is now complete and working properly. However, this experience of establishing Xfinity service was not a pleasant one.
(edited)
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