S

Visitor

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3 Messages

Fri, Jul 8, 2022 9:58 PM

Closed

burying cable

I had a new line installed on the 10th of last month (06/10/2022).  I had no idea they were going to need to run a new line from the main box.  He said he would need to have someone come out to bury the line.  He said it would take about 2 weeks.  I received an email stating how the process would go and that it would take about 7 to 10 business days.  The utilities were marked in my yard 3 days later.   I can no longer mow my yard as it would, basically, erase the markings.  I fear doing so would delay the burring of line further.  
I waited and on the 29th of last month (06/29/2022) I contacted customer service to find out why the line had not been berried.  They stated that it could be up to 14 business days and that it had not reached that point.  I wasn't looking at a calendar at that point and just assumed that to be correct, however, at that point it had been 15 business days.  They proceeded to tell me that we were on the schedule within the next 3 business days.   I lent some leeway there since it was a holiday weekend.  I assumed it would be some time this week.
The week passed....
Today I called customer service and spoke with a very patient man (I apologize to all the customer service people out there as they take the brunt of our anger).  I tried to be very calm, but was infuriated when I was told I was now on the schedule for the 29th.  I held my tongue and asked if there was someone else I could speak with, and he said I could speak with his supervisor, but he works within the same constraints of the system.  I took that at face value, I'm not sure if I should.  My wife gets home and reminds me of all the dates we called and dealt with them, as I didn't really recall as much detail.  I have record from emails and messages to her about them.  At this point my blood pressure is through the roof.  It's going to be, at least, 3 more weeks.  At that point I'm afraid the markings will no longer be readable and they'll have to call the utilities out again.  I'm also afraid I'll have the city called on me for my overgrown backyard.  My only saving grace on that is that we've not got much rain..... Until it rained like crazy for the past 2 days.  

Can anyone help?  All the posts I read on here seem to leave with someone saying private message me and then poof... problem gone.  What can I do?

Accepted Solution

Official Employee

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530 Messages

3 m ago

Hey there, happy to look into this for you. Send a private message to XFINITY SUPPORT with your name and address for me. Thank you!

EG

Expert

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95.7K Messages

3 m ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

Visitor

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3 Messages

2 m ago

Just an update here. 
I replied with the requested information and the reply I received is below on the 8th (07/08/2022).

I'm currently waiting for further updates.

"Thank you so very much for sending in your contact details, and for your patience! Please know we are looking further into the matter, and we’ll be in touch as soon as we have an update to share."

XfinityTony

Official Employee

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373 Messages

@SapientProphet I hope you had an amazing weekend! Did you do anything exciting? My family took the kayaks out and had way too much fun splashing each other. 😆

We are reaching out to the local teams to see when we will be able to get this finished. I promise you that we will let you know as soon as we have more info. I look forward to speaking with you soon!

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XfinityTony

Official Employee

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373 Messages

Good afternoon! We have received an update with a new Estimated Time of Completion. We are expecting the line to be buried by Friday, July 22nd. We will continue to work with our local teams and monitor the job. If any new information comes in, we will be sure to let you know. Thank you so much for working with us on this and your patience while we work to get this resolved! 

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

Visitor

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3 Messages

Thank you Tony for your assistance on this. 
The guys appeared today to bury the line.  They did so very quickly.  I just wanted to let everyone know that it's been buried and this has been resolved.  
A few things to note.  If there's going to be a major delay (and this seems to be the norm) then the installer shouldn't give an estimate.   I think that's the worst part, is the initial expectation on the line burial.  But, once the bury order has been put in, the people who handle that should contact the user (me) with an estimated time of burial.  To be honest, I did receive an email, but it was rather vague and just said that I would be updated on the process.  It was your company that set the expectations and then changed that idea several times.  That's that bothered me the most.  That being said....
It took 15 minutes for them to bury it.  It makes one wonder, why are these burials so backed up?... that's a rhetorical question, I don't want an answer.  
tl;dr

Work is done and I'm happy about that, but this could have been handled much better.
Again, thank you for your help and follow up. 

XfinityTony

Official Employee

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373 Messages

I am super glad to hear that everything got buried and resolved! I am taking your insight to my team to work on getting that process cleaned up. I highly recommend sending us your concerns and ideas using the "Submit Feedback" link at the bottom of any Xfinity Webpage (including this one!). We take all suggestions and criticisms seriously here. Many of our improvements have come directly from our customers or the employees that work directly with them. Thank you for sticking this out with us. I hope you have a great day!

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