Down wire not repaired

In the past 6 months, my cable/internet wires have fallen down onto my street THREE times. I don't understand how that's even possible if the technicians are hanging them properly. I came home from work Friday, 4 days ago, to find the wire hanging across my street, blocking 2/3 of the width of my street. Cars have to drive in the grass to get through, and we put out garbage cans to block drivers from driving into the low hanging wire. I have called and spoken to an Xfinity agent SEVEN times now and each time have been promised that a technician was coming that day and would be there soon. I'm totally at my wit's end with this ridiculous, dishonest customer service and need to know when this wire will be repaired. My poor neighbors are so annoyed, and the kids on my street aren't even able to safely ride there bikes. I have asked for a manager, I have clearly explained that this is a safety hazard, I have threatened to cancel my service. I don't know what else to do to get this resolved.

Responses

XfinityAnthonyT

Official Employee

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1K Messages

2 years ago

Hey there, sorry to hear about the poor experience. I am happy to get the ticket submitted and get the ball rolling on this for you. Please send a DM to XFINITY SUPPORT with your name and address.

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user_ca6cb7

Visitor

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8 Messages

@XfinityAnthonyT another day has passed and still no technician has repaired the wire. Six days of having more than half of my street blocked is completely unacceptable.

2 years ago

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Again

Expert

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31.8K Messages

2 years ago

@user_ca6cb7

I have escalated this for you. If you haven't sent that DM you might want to do so so this can get fixed quickly.

In the future, though, do not start multiple threads on the same issue as it is unnecessary to do so and is also in violation of our Guidelines and the Acceptable Use Policy. As such your recent post was removed for being a duplicate and in violation. Thanks.

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user_ca6cb7

Visitor

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8 Messages

2 years ago

I did send the DM the same day I made my first post, which obviously did nothing to speed up this repair. Thanks for escalating this matter after 11 days. I'll be eager to see if that does anything to resolve this matter since work orders can apparently be incomplete indefinitely at xfinity.

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Again

Expert

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31.8K Messages

@user_ca6cb7

I will keep an eye on this. Because it's a holiday I would expect someone might answer later or tomorrow.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

2 years ago

0

Again

Expert

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31.8K Messages

2 years ago

@user_ca6cb7

Are you still hanging in there? Apparently there is an appointment for tomorrow to get this taken care of. Keep us updated here, please. 😀

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user_ca6cb7

Visitor

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8 Messages

@Again, I truly hope someone finally shows up tomorrow. I will keep you posted.

2 years ago

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user_ca6cb7

Visitor

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8 Messages

Still no resolution to the down wire. No one showed up today. I'm totally disgusted with the lack or urgency after almost 2 weeks. I had a delivery driver refuse to come to my house today because his vehicle couldn't safely fit through. This is unacceptable.

2 years ago

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XfinityVianney

Official Employee

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2.3K Messages

Hi, @user_ca6cb7. I know this has been frustrating, but I can assure you we are still keeping an eye on this. I've followed up via direct message with more news as well.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

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user_ca6cb7

Visitor

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8 Messages

Can I get an update on when the wire will be repaired? It's been 2 weeks now. I live on a dead end street and this is completely unfair to my neighbors who have to deal with this situation. I expect some sort of discount on my upcoming bills for this unacceptable inconvenience. If I hadn't signed a contract with Xfinity a few months ago, which I'm sure is impossible to get out of, I would most definitely be finding a new internet provider after this nightmare.

2 years ago

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XfinityGabby

Official Employee

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1.5K Messages

Hello @user_ca6cb7 and thank you for reaching our team. It can take up to 14 business days to complete, we will go ahead and continue assisting through direct message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

0

Customer Service

user_ca6cb7

Down wire not repaired

XfinityAnthonyT

user_ca6cb7

Again

user_ca6cb7

Again

Again

user_ca6cb7

user_ca6cb7

XfinityVianney

user_ca6cb7

XfinityGabby

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