Customer service - new line burying - HELP!

I have been a loyal Xfinity customer for almost 10 years now. I moved on August 30 and decided to transfer my Xfinity services into my new home. On August 31 the technician arrived to connect my services at my new address but determined I need a new line buried. Even the temporary line didn’t work. A request to bury a new line was raised on Aug 31st at 3.35pm. I was told the process can take up to 14 days to complete and after the new line is buried , then a technician can come back and connect my services. For almost 2weeks no updates were provided on the bury line request so I called the technical support. The representative I spoke to was also surprised nothin was moving, since I work for home and the request was urgent. He raised a ticket HS3104398 to find out what was happening and told me to call back in 2 days if I didn’t hear anything from him. I called back today and the technical department said that they cannot help me until my services are reactivated which was surprising. They ignored my questions about when the new line will be buried and simply said they are reactivating my service and will send a technician to connect my equipment. I continued to explain a technician already tried to connect my services and he determined a new line will need to be buried. I said clearly that I need the new line buried, not another technician to come and do again what the other guy did 2weeks ago. But I was assured by a supervisor that the technician will be able to bury the line while he is here - which I know for a fact is simply not true. How can I get Xfinity to bury my new line??? I can’t continue another week with no service. If this is not resolved before the weekend, I’m switching to Starry. HELP!!!

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Responses

XfinityChristina

Official Employee

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923 Messages

3 years ago

Hi, @user_1f02a4. We can definitely look into these concerns and see what steps we need to take for you. I appreciate all the time and effort you've spent on this. You're in great hands here, we are experts and happy to help. Please send us a direct message with your name and address in full.

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/3DhYnYS

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

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Press Enter to send it

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user_1f02a4

Visitor

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3 Messages

@XfinityChristina I sent direct message with my details as requested. Hope you guys can help resolve this madness.

3 years ago

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user_1f02a4

Visitor

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3 Messages

The technician that was here 2 weeks ago determined 1. A new line has to be buried, 2. Temporary line won’t work. A bury new line order was submitted. It was mysteriously canceled, now I hear that due to wrong work order submitted (not sure what that means - bury new line means bury new line to me). Instead of resubmitting a correct work order for a new underground line, Comcast is sending yet another technician to “activate my services”. The technician won’t be able to activate my services because a new line needs to be buried but no one seems to care about that because “that’s the process”. Definition of insanity is doing the same thing over and over and expecting a different result.

3 years ago

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EG

Expert

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110.3K Messages

3 years ago

The concern is not "accessibility / disability" help related....... Thread moved here to the proper help section, and for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance.

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