Visitor
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2 Messages
Cable transfer to new pole
I am experiencing a big problem with Xfinity failure to relocate their cable-internet line from a damaged pole in my front yard to the new pole that PG&E promptly installed. PG&E confirmed that moving the line is Xfinitys responsibility. Despite calling them multiple times and being assured the issue would be resolved, no action has been taken. Instead, they sent a representative to my home to acknowledge my complaint and nothing was done afterwards. I now intend to escalate this matter by filing a complaint with the appropriate regulatory agency regarding the dangerously leaning pole in my yard. How can you treat your customers like that!! Especially regarding such a dangerous matter?!
EG
Expert
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113.3K Messages
9 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinitySean
Official Employee
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100 Messages
7 days ago
Hi there user_e1aa0a! Thanks for reaching out through our community forums! You've come to the right place for help. We'd be more than happy to see what needs to be done to get that line relocated for you. Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!
To send a direct message, please click on the chat icon in the top-right corner • of the screen, and select "Xfinity Support" to initiate a live chat.
• Click "Sign In" if necessary
• Click the "direct messaging" icon or https://comca.st/3J0ir1l
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send
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