1 Message
bury cable
Approximately a year and 8 months ago, a repair was made upline of my junction box. The repair required an orange drop cable be routed to the junction box that services my home. Unfortunately the orange cable drop runs from a phone pole on the Main Street, across my good neighbors yard and driveway, to the junction box at the corner of his property. My amazing neighbor has been moving this 75 feet of cable every time he mows his yard. It's unsightly and it's been there for going on two years now. Multiple calls by the neighbor have been unanswered because he isn't a customer. Both my roommate and myself depend on this service to to perform work functions from home. If there is one careless law care provider or this cable gets caught up in a wheel well of a car or truck, there will be a great inconvenience on top of the frustration it has caused my good friends and neighbors. Multiple attempts to get technicians out to bury the cable properly have been made. Currently it's been run through a culvert under the driveway. The calls have been "escalated" in status multiple times with the same result. The automated system is such a joy to deal with as I often spend at least 3 min on the phone to speak with a human being that doesn't live on the same continent. Customer service is very challenging to navigate. I'm running out of options and patience. The amazing person I spoke with today 05/14/2024 was kind and understanding and offered to follow up with me tomorrow to see if the tech actually came out. The CSR isn't responsible for the lack of follow through on the part of the company to resolve this issue so I never take it out on them. Xfinity/Comcast needs to do better. Any suggestions would be appreciated. I recommend a few things here. 1.) A better response than the current automated system that is currently in place. It's horrible and terribly unresponsive if your issues that lie outside the purview of the limited questions it asks you. 2.) Follow up by a Technician, or CSR before closing issues to confirm that the issue has been addressed with the customer. If there are complications to a work order, the customer should be notified in email, or phone call, or text. Time is very important to people and spending it on the phone battling an unforgiving automated system trying to get answers is a very time consuming process. Please help. This needs to be resolved. A year and a half is far too long for a company of this size.
XfinityRay
Official Employee
•
2.8K Messages
1 year ago
Hi there, user_dfgocg! Thanks for reaching out about the line running through your neighbor's yard. That is never something we want to leave like that and appreciate you letting our team know so we can further help. Our sincerest apologies as well to your awesome neighbor! We can put in a ticket for your neighbor's address to have the line buried. The ticket gets closed when our Dispatch team sets up a visit to take care of this. The job to bury the line stays open until it is completed from there. Our team can stay with you the whole way to ensure this is done.
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user_mxvzjd
13 Messages
1 year ago
Good luck. Xfinity contracts this work out to random local third parties, and there seems to be zero communication or accountability. It is common to experience your order being closed repeatedly, claiming the work is complete, even though no one even comes near the property. As you have discovered, when you call Xfinity (after wasting time convincing the robot to let you talk with a human), the agent will have absolutely zero information about your situation, no ability to communicate with the technician or see their notes (because it was never an Xfinity tech), and just give you another date with their utmost sincere apologies. This cycle will continue until you win the lottery. Just search for "bury" on these support forums. :)
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