WaltD1's profile

Frequent Visitor

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7 Messages

Thu, Oct 8, 2020 8:00 AM

Burying cable

Trying to get cable buried for 3 months. July 10, 2020 came home cable out. Service man came out  july 12 and unable to fix and put order for a lineman. Lineman came out on Monday and found the problem several houses down the road. Was told a crew would be out in about 2 weeks to bury. After 2 weeks I checked the Xfinity site and it said allow 2 - 4 weeks. On August 28, 2020 contacted Tom Karinshak  Executive Vice President and Chief Customer Experience Officer for Comcast Cable. I received email from Patrica S. at Tom Karinshak's office who stated "Based on the review of your current concerns, I have escalated this matter to our Regional Executive Team. Your concerns require assistance outside of my scope to personally resolve. The Regional Executive team has the expertise to expedite resolution of these specific matters" .  September received email from Andrea F., Executive Customer Relations Comcast | Big South Region Corporate. Andrea F. said the cable is scheduled to be buried on October 09, 2020.  I have sent an email to Patricia S. October 04, 2020 to verify the date because I keep receiveing compliants from neighbors and my HOA as if was my fault and suggesting I use AT&T instead.  As of October 08, 2020 underground services have not been located and marked. Have placed a call once again to Andrea F. and still waiting for her to return my call. 3 months seem excessive especially since it creats a tripping hazard.

Responses

Frequent Visitor

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7 Messages

7 m ago

Update to cable laying in the road. I just got a phone call from Comcast on 10/10/2020. They now have a brand new gaurenteed estimated update on when the cable will be buried. The information was that it is now estimated to be buried on the 23rd. No month given. If for some reason that happens it would be 3 1/2 months. From what I noticed Comcast Forum does nothing for burying cable. They never get involved with these customers who are numerous. Will contact AT&T and see who can meet my needs first. 

Regular Visitor

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2 Messages

7 m ago

I feel your pain.  I've been chasing them for going on two months myself, they keep giving me dates and telling me they'll call, and still my cable is unburied.  They were at the house behind me today, buried their cable, and left mine and another unburied.  And my neighbor moved in 3 weeks after I did!  Seems to be no organization or accountability 

ComcastMichael

Official Employee

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2.9K Messages

7 m ago

Greetings, @WaltD1! 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 issues you are running into trying to get the drop buried. I would like to have a look into this for you. Can you please send me a PM with your first and last name 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.

I am an Official Comcast Employee.
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Frequent Visitor

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7 Messages

7 m ago

My cable was cut by the crew installing the new service cable between Comcast boxes. Called and talked to customer support and we barely got the tv working but not the internet. I tightened the jumper cable ends at both Comcast boxes and tv worked great but no internet. Customer Support scheduled a Service Tech to come out the next day. As I came home from town a Comcast truck was by the Comcast box. I went to talk with him and he said he was there to install new service next door. I told him my problem and he did not want to help. After about 2 hours the Comcast Tech customer service sent to help me arrived. He looked in the Comcast box and immediately  pulled out a short cable that was skinned and replaced it. Everything worked then. Checked cable value from Comcast box to house and decided to replace that cable too. He called the Comcats office about the jumper cable sitting in the gutter for 3 months and requested the service cable from the 2 Comcast boxes to be connected and remove the jumper cable out of the gutter. 3 days later (811 underground locators marked the area on my neighbors and my house (both cables come out of same Comcast box). Today they buried my neighbors cable and left mine lying on top of the ground. Sometimes you can never get things completed.

Frequent Visitor

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7 Messages

6 m ago

I would like to thank Comcast Michael for all of his help in getting my Comcast back in order and the HOA off my back. Great Job and thanks for all of your help.

Official Employee

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2.5K Messages

6 m ago

That's great, WaltD1! We're glad to hear Michael was able to help get things taken care of for you. I have passed the thanks/kudos onto him. Please keep us in mind if you need any additional assistance in the future.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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