New Poster
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5 Messages
Cable Line Repair is so FRUSTRATING!
Our buried cable line was dug up by accident and cut in half.
First Tech Visit - He cuts out half the cable line and replaces it with white interior cable half the size of original because he doesn't have right fittings with him. He also joins the 2 pieces together improperly so just a slight pull and the cable came apart. He also disconnects the ground in the box on the side of the house and leaves it that way. He says someone will be back to finish the job. No one comes until I call again.
Second Tech Visit - He hangs a ladder by the hooks on the end of the ladder to the main cable line which is to high for this setup. You need a bucket truck which I told him and Customer Service on the phone ahead of time. The main cable line support cable snaps AND the bolt through the concrete pole breaks due to a previous lightning strike that melted the bolt in two. I call 911 as the tech is hanging on to the ladder which is now supporting the main line. He leaves. I have to call again to get someone out.
Third Tech Visit - He finds the disconnected ground in the box on the side of house and repairs it. He swears he will follow up and make sure the job gets completed and notates the need for a bucket truck and now the main line repair.
Fourth and Fifth Tech Visits - Nothing gets done because main line is still laying on the ground. Why do they keep coming knowing main line needs repair?
Main line gets repaired completely.
No one at this point has followed up with me. No one from Comcast contacts me. I never know when the techs are coming. My goal is to get my line out of the ground and back to the aerial it was years ago due to the amount of times I've had to have the buried one replaced. Comcast can't seem to get this through to anyone that comes to the house. It is so frustrating that no one reads the work orders ahead of time even though the person I talk to in Customer Service states they have written down everything I say. BUCKET TRUCK NEEDED!!!
Accepted Solution
Jimrinfl
New Poster
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5 Messages
4 years ago
Well I will say that since my private chat I have had 2 calls from local dispatch to repair the line. It is scheduled to be replaced tomorrow. I just can't believe that it takes this kind of escalation to get things fixed right. There should be a better system in place. P.S. Add on option for cable line repairs on your phone service prompt. That would save 10 minutes of aggravation right there.
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CCSelena
Problem Solver
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892 Messages
4 years ago
Hello @Jimrinfl! Thank you for reaching out to us here on our Forums platform. I am so sorry for the extremely frustrating situation you have been under! This is not how we ever want you to feel.
Let's get down to the bottom of this. So we can assist you, please send us a private chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon at the top right of the page.
• 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
We look forward to working with you!
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Jimrinfl
New Poster
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5 Messages
4 years ago
The job is finally completed. A very nice and knowledgeable tech came and finished the job today.
I just wish it hadn't come to me having to come to a discussion board to get the service that everyone deserves.
With that said the service I received here is great.
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