Visitor
•
1 Message
Exposed Cable - almost 8 Weeks now
During this 8 week period I spoke with or texted several times. Each time the person I spoke with was respectful and said they would fix my issue. I explained to them that this was safety issue as we have kids run though the yards. Each time they gave me a date when someone would fix it. Yesterday I was told someone would be out at 8:00 this morning. At 9:30 a Comcast truck showed up and the guy informed me that he does not bury cable and he was sent to tell me the cable would not be buried today. He told me 3-4 weeks but maybe longer because the subcontractor they use is backed up. Why didn't somebody from management contact me? This is my first bad experience with Xfinity but it's bad enough to be looking at other options.
veezil
New Poster
•
6 Messages
7 hours ago
I am having this same exact issue. I keep going onto the Xfinity chat, I am assured it will be taken care of and given a ticket number, and then the ticket number is closed without the work being done. I live in a condo, and when the condo lawn service comes to do the lawn (which I have no control over), the cable will get cut by the lawn mowers. I have expressed this concern to every person that I have chatted with, and the tech that was here to do the pre-bury under the sidewalk. I was told yesterday that someone would be here today between 8-12. Nobody showed. I chatted again today and was given a ticket number and assured it will be done tomorrow. I just tried to confirm the ticket number in the chat bot and it says that it doesn't exist and there are no open tickets on my account. HELP. I am extremely frustrated and angry at how much time I have spent on this issue. I am trying to avoid more expense incurred by Xfinity by the damage that will likely be done to this cable if its not buried ASAP. I am also trying to avoid being without internet since I work remotely and it is necessary for my job. PLEASE help.
2
0
XfinityAdrienne
Official Employee
•
1.9K Messages
7 hours ago
Hey there, @user_rosv2y! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience, and that is certainly not what we want for our customers as we take safety very seriously. It does sound like our crew is in the path to ensuring the line is buried fully and the proper path has been submitted. I do understand the concerns with not having details shared, and I will certainly document the feedback on our end as we are always looking for ways to improve our customers experience.
The bury crews are typically a bit back logged once the Winter Hold is released in areas that freeze, so it may be longer than 30 days as they work the tickets first come, first serve throughout the winter hold time. Please let us know if you have any other questions/concerns, we are happy to help!
0
0