Drop Bury Line

Hello all, 

I am writing this post to see if anyone else is having a hard and frustrating time having a Drop Bury job done. 

Xfinity customer service and technicians are a complete joke and should be ashamed at the service they provide to new customers like me. Hear me out. 

We fell into the Xfinity trap of getting high speed internet in our area (Tucson, AZ) and were at first excited to make the switch. In the sales office everyone was very nice and enthusiastic to send us home with new routers and cable boxes, even set up a technician to come and install it all the next day. (January 2023)

Luckily for us, the technician was very honest and tested the cable lines. He found that the main cable line from the street box to our home was old and torn. He explained to us that the cable needed to be completely replaced and called in a work order for a new Drop Bury line to be installed. (January 2023)

At first, progress was quick as city/state/county inspectors came to take measurements and make lines in our yard/street. (January 2023)

But weeks and more weeks went by with no movement at all. No progress AND we were still being charged for service we were NOT using at all for something out of our control. 

We made the 40 minute drive to the only sales office in our area TWICE to inquire about progress. As before, everyone was very nice and sweet talked us into believing this situation would be resolved quickly but nope!

In an attempt to get us to leave the sales office content we were given contact information for a company called "TAK" who Xfinity has hired to work on our project. We contacted them numerous times about our situation and every time they convince us that it will be resolved, but NOPE! NO progress has been made at all on our simple drop bury project.

Fast forward to now. (April 2023) Still NO NEW LINE INSTALLED! As you can imagine we are EXTREMELY frustrated with this entire situation and question daily if any of this is even worth all the stress, time and effort of having to contact these clowns. 

For four months now we have been charged for the service we have used not even once. The router and cable boxes sit in our kitchen completely new and unwrapped. Every month having to call Customer Service(aka call center in Asia) to explain our situation in their broken English OR make the 40 MINUTE DRIVE across town to the sales office for assistance by a reluctant store manager. 

No accountability and no respect for customers time. We are so frustrated with our situation. How long does it take to bury a cable line?? Why has this experience been so terrible and stressful for us?? Who can I contact at Xfinity to resolve this issue? 

Thank you for listening to my situation and please let me know if you have any advice on how to proceed.

-Marco Q.