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Downed line. not sure how to proceed
The Comcast line is detached from my house and is hanging from the telephone pole. I don't currently have Comcast service so this is not an outage issue, we just need the wire cleaned up.
I'm not a current customer so it is difficult to get in touch with anyone. After some automated phones struggle, I did manage to get into an SMS chat with someone at Comcast. An ECM ticket was filed, but an hour and half later I got a text saying it was closed.
I don't know how to see my ticket, so I don't have any way to know what is going on there. The line is still on the ground, though, and no technician has come by or contacted me.
XfinityAmira
Official Employee
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4.1K Messages
1 year ago
Hi @cordwainer! We appreciate you taking the time to reach out on our Forums. My team is here to support you, and we can definitely stick with you until this line has been successfully taken care of. Typically, when you receive the message that the ticket is closed, it's due to our teams getting a job scheduled for someone to come out and take care of the line.
We can double-check things on our end. Please send us a Direct Message at your convenience. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message 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
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user_la0kw6
2 Messages
1 year ago
Same thing is happening to me - and I AM a current customer. Cable became unattached from my house and is currently laying on my garage and through my bushes.
I called 11/22 - got ECM number, then it was cancelled through the Xfinity assistant texts. I called 11/27 - got a job number and a promise it would be fixed that week - nothing happened. I called today - was on hold for 45 minutes with more promises that it would be fixed. 2 of those minutes I was completely ignored despite yelling for attention and requesting a manager. I ended up hanging up with frustration when the person said she couldn't help me by sending a technician cause she would lose her job - isn't sending a technician to help paying customers the purpose of her job?!?
I have been patient and understanding so far, but this treatment is completely disrespectful and inexcusable - ignoring a customers request to fix a safety issue is completely unacceptable.
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