Cable bury

I’ve had multiple failures with the right individuals being scheduled to bury a cable to get internet at our home. Every time my order is cancelled and I receive no follow up. Wednesday I had received confirmation with a ticket that the cable bury would be occurring but a technician was sent instead, for the second time, and left without any follow-up as to how I am supposed to get service.

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Responses

EG

Expert

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111.5K Messages

4 years ago

Concern moved here for greater exposure to actual Comcast employees.

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user_RobertB

Contributor

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350 Messages

4 years ago

Hi there! I'd be glad to ensure that this gets looked into further. Please send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. You can do this by clicking on the icon in the upper right corner of their screen and send a message to the shared handle "Xfinity Support"

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U

user_732cf3

Visitor

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2 Messages

I do not see where I can message you privately with this information. Are you able to initiate a private message?

4 years ago

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CCAbbie

Problem Solver

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1.4K Messages

I apologize for the confusion. We are not able to initiate a private message.

Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

I no longer work for Comcast.

4 years ago

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user_30ccc1

Visitor

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1 Message

@ComcastRob

Hello,

My original cable bury was scheduled back in May of 2021. The installer came out and claimed that he did not have the necessary equipment to run the line beneath a stair that is built into our landscape. He never came back and we never received a phone call or email confirming a return trip. When I called xfinity the week of 7/12/2021, I was told the installer would be at my house on Thursday, 7/15/2021 between 3:00 P.M. and 5:00 P.M. The installer never showed up. I never received a call or email telling me when the bury would be rescheduled, or why nobody showed up. When I called xfinity again on 7/16/2021, I was told that the next available bury appointment would be August 14, 2021. That would mean it will take 3 months to bury my cable. I should have been moved up or prioritized in the next up list, but I was not. This cable is in a location that is a tripping risk for foot traffic and also at risk to be cut by mowing the lawn.

4 years ago

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XfinityAlyssaA

Official Employee

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2K Messages

Good morning @user_30ccc1 and thank you for reaching out to our Digital Care Team on our forums today. I'm sorry to hear about the frustrating experience and the delay in getting your cable line buried. We'd be happy to get your account pulled up and see what we can do to help. To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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4 years ago

0

Customer Service

user_732cf3

Cable bury

EG

user_RobertB

user_732cf3

CCAbbie

user_30ccc1

XfinityAlyssaA

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