Visitor
•
2 Messages
Escalating damaged street cable replacement
Comcast customers on [Edited: "Personal Information"] (9 homes) have had tv pixelation issues for at least a year. Comcast has repeatedly sent techs to attempt various repairs but nothing has permanently resolved the intermittent pixelation. It has progressed to the point that our tv is mostly unwatchable much of the time. A few weeks ago a tech who came for another scheduled repair call told us that they had found a stretch of the cable at the end of the street that was bad and it would have to be dug up and replaced. He could not give me a time frame for when the repair might be done. In the meantime no watchable tv picture! It was so pixelated today that it was pointless to have it on. Even the streaming service was experiencing some pixelation. And now internet connection drops intermittently. I'm paying $215 a month for my TV service and I will be demanding a full refund for the months we have not had full service. I believe my neighbors will do the same. [Edited: "Personal Information"].
Please do the repair now that you know what and where the problem is. I will continue to call for and schedule repair appointments until you do.
Community Best Answer
XfinityAldrik
Official Employee
•
2.6K Messages
2 months ago
Thank you for taking the time to explain what’s been happening @user_c1c1ep! I can understand how upsetting this is, especially after repeated visits and no lasting improvement. Based on what you’ve described our local tech team need to replace the drop at the end of the street.
Could you please send our team a direct message with your full name and full address? Our team can locate the special request order for this line and make sure it is replaced. To send a "Direct Message" to Xfinity Support:
• 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
1
0
user_c1c1ep
Visitor
•
2 Messages
1 month ago
Are the responses I am getting from Comcast on this issue from an AI bot? Nothing has changed about my pixelation complaint. No resolution to the problem. The responses have indicated that Comcast is "working" to solve the problem. They need to replace a cable in the street, they tell me, but so far no street work or workers have showed up.
0
0
user_h68fsk
Visitor
•
2 Messages
2 hours ago
My thread on the Direct Messaging site has disappeared between last night and this morning. It has been active since May 14. How do I get it back and continue my communication. My issue is not resolved yet. I did not close the thread.
1
0