RobertJ1's profile

New Poster

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1 Message

Sun, Sep 20, 2020 7:00 PM

Cable line not buried

I had xfinity installed around 6 weeks ago. The cable leading to the house was left laying across my backyard. No one has ever come back to bury it. What do I need to do to get this taken care of?

Responses

ComcastMichael

Official Employee

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2.9K Messages

8 m ago

Greetings, @RobertJ1 ! 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 that the line to your house has not been buried as of yet. 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.

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Visitor

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8 Messages

2 m ago

Same here - except I have called NUMEROUS times and the agents make new ticket orders and then they close it out without explanation. I have to call only to find out that it was closed out and start another ticket... It has, and continues to be a terrible and stressful experience! The tech came out on January 11,2021, told me he had to run a direct line, and assured my landlord and I that a team would be out- anywhere from a week to a month- to come and bury the line. Over a month later I called back and was informed that no work order was ever placed. I would continue to call after that - having to re-explain all of the details and timeline, and every agent would create a new ticket and tell me I would be contacted by 24-72hrs by a tech to come and bury it.  So far that has yet to happen.  The original tech himself, gave me his number to follow up.  I texted and called and he never responded.  It is a safety hazard for the other tenants and anyone walking through the property as I myself tripped over it at night.  Here we are as of March 26, 2021, and still the cable remains.  Xfinity created this issue and has not taken care of their responsibility to complete the job. 

(edited)

Official Employee

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77 Messages

Hi @user_f52fe2 

This is definitely not the experience I want for any customer and I appreciate you bringing this cable concern to our attention. An unburied line is a priority and want to be sure I get this resolved ASAP. You're in the right place and the best hands! Please send me a Private chat so that we can work towards a resolution.

Click the "Chat" for our P2P chat platform. You will then want to select the Xfinity Support Handle and not any specific agent's name. Once this is selected, you can then start a chat by entering in your name and address to get started. We look forward to working with you soon! 

I am an Official Comcast Employee.
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Visitor

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8 Messages

2 m ago

Hello ComcastLysaP,

Not interested in communicating again through chat, I want Xfinity responses to be recorded and seen. At this point I do not have any trust in Xfinity's handling or rather not handling this issue.  My last ticket order is 052411193. Thank you.

Official Employee

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77 Messages

I appreciate the quick response @user_f52fe2

I can fully understand us dropping the ball, and I really do apologize. Working with us through a private message on Forums gives you the ability to keep these messages. They do not expire or get deleted so you will continue to have them as long as you please. There are certain things we need to gather that I cannot get from you in a private thread. I'm confident I can get this resolved and will also continue to follow up to ensure everything is completed. When you are ready to proceed, my team and I are on standby to help!

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

Visitor

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8 Messages

2 m ago

Ok, I will try. @ComcastLysaP 

Official Employee

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77 Messages

Sounds good @user_f52fe2. We look forward to hearing from you soon! 

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

Visitor

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8 Messages

2 m ago

Hello, @ComcastLysaP  how do I chat? I do not see "chat" feature or icon? 

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