Visitor
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3 Messages
Every Field Technician Says Something Different
I have now had 4 different technicians come to my property to install service and left with out setting foot in the house. First technician said the drop needed to be run along the powerline but his ladder was not tall enough to reach. He stated he would get to the top of the hill to get better cell coverage and order a bucket truck to come out on Monday with another technician. Monday comes with no bucket truck and no tech showing up. I then called and scheduled a new tech to come out and to have a bucket truck with him. The second technician arrives with a mini van and told me that he never reads the notes and he didn't have a truck. He then said he would order a serviceability ticket to get one out and he left. A third technician showed up unannounced and said he was there to bury a cable but told me that West Virgina required if there is above ground service that he would have to follow the lines. He said that since his ticket said bury he could not change to aerial. He was tech 7978. He then told me that there was not need for a bucket truck that any technician should be able to install the service. He said to call and put in the next install technician notes to request him, Tech 7978 to service the house and he could set it up. Well today the four install tech arrived. Not 7978 but 7924. He walked the front of the property to were the coax/ethernet lines went into the house. Looked at it then went to the power pole and walked back to me and said he was leaving after he was called away. Mind you he was here 3 mins max. I asked if another tech would be coming out and he said yes everything was going to be ok. After a few hours I called in to see if another tech would be arriving. They said that tech 7924 said that there were live "sparking" wires at my house and that an electrician needed to come out and fix it. I was shocked that he lied about this. He never told me of any live wires at all. The house is brand new and only 2 weeks old. The are not live sparking wires anywhere. So I paid for a electrician to come out today and he laughed at me and said the only wires outside of the house are the ethernet and coax cables which the internet provide should put a box on when they install service. I now have rescheduled again a new tech to pray he/she doesn't make up some other story to not install service at my house. Is there anyway to get tech 7978 to service my house? I work from home and internet is a 100% must to get my work done. I have not been able to work for two weeks due to this issue.
XfinityRichard
Official Employee
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1.8K Messages
2 years ago
Hi there, @Stdlee0! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I cannot apologize enough for the trouble you are going through with trying to get your service connected, I cannot blame you for being frustrated as I would be as well since I work from home as well and understand how important Internet service is. Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full service address so that I can assist you further?
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Stdlee0
Visitor
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3 Messages
2 years ago
Well if anyone else has any ideas on how to get a technician to the property that knows how to install a drop line, and install a simple internet service please let me know. I direct messaged xfinity support with no response.
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Stdlee0
Visitor
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3 Messages
2 years ago
To close the loop on this. Tech 7879 did in fact come out and install service to me property. He was professional and new exactly what he was doing. While in the house he put protective boots on over his work boots to protect me floor. He even activated the modem and made sure I was able to get online with all my devices before he left. He even went above and beyond with notifying my neighbor of a problems with their line as a squirrel had eaten through the insulation of their cable. He did a temp fix to allow them to get a tech out there to run a full line. This is what we need in the work force. A tech and see's a problem and fixes it. I wish there were more tech like 7879.
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