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Visitor

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3 Messages

Thu, Jul 22, 2021 10:34 PM

Crew broke my underground dog fence

I tried to order xfinity internet when I moved to my current home in early April.  After many unkept promises, phone calls, confusing texts and emails, plus hours of my time on the phone to a succession of agents, I was told that it would be sometime in July before this could be done.  At that point, I canceled the order and went with AT&T, who came out the next day.  Then two weeks ago, the JULIE crew appeared twice, several days apart, saying that they had an order from Comcast to mark the utilities.  Last week, the xfinity crew came to bury a cable under the road I live on and then the following day, bring the line to my home (even though I explained to them that I had canceled the order in April.) Since thought I might one day like the option of an alternative to AT&T, I told them to go ahead, warned them about the dog fence, walked out to show precisely where that line was buried, and brought the foreman to the transponder box in the garage.  During one of those days, the underground dog fence was broken.  I only realized it the day my two dogs ran into a neighbor's yard.  Thankfully they didn't head into the busy road I live on.  After another frustrating hour with the customer service robot and being put on hold while the live agent found someone who might be able to help me, I was told a tech would call me today and come out to repair the damage.  It is now 5:30 pm and there has been no call, email or visit.  It costs $175 to have the dog fence people come out to make the repair, but I resent having to do so when Comcast caused the damage to my personal property.  However, I worry about my dogs getting hurt or causing a nuisance even more.  Please let me know how you can help me.

Responses

Official Employee

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2.7K Messages

2 m ago

Oh my gosh, I'm so sorry to hear about this experience. This is very concerning and definitely something we appreciate you bringing to our attention. It's absolutely something we can help you with / address. To get started, please send us a private message with your first and last name, along with your address so we can look into this as soon as possible. 

 

To do so:

Ensure you are first signed in, then you will see a chat icon at the top right of your page. Click that or follow this link: https://comca.st/3dymapU
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

   Click "Sign In" if necessary
   Click the "Peer to peer chat" icon or https://comca.st/3qsCH3I
   Click the "New message" (pencil and paper) icon
   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
   - An "Xfinity Support" graphic replaces the "To:" line.
   Type your message in the text area near the bottom of the window
   Press Enter to send it

Visitor

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3 Messages

2 m ago

OK, wow, that's quite a few steps.  Gosh knows how elderly people can possibly navigate the customer service labyrinth that Xfinity has created.  I will try to follow those directions but really, anyone who studied UX design for a hot second should know better.  It's infuriating that your company makes addressing problems so hard while throwing all the money at advertising and direct marketing to make signing up so frictionless. 

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