Exterior Internet Connection.

Xfinity “falls short” so please tell me how you are going to “make it right”

time line of events (I apologize for typos etc.  these are my personal notes and I’ve already spent hours dealing with this issue that Xfinity created)

8/21 Xfinity was at neighbors to do some sort of service

8/21 we lost connect to our internet

8/23 Xfinity service technician came out and advised the tech working on our neighbors house MANUALLY disconnected us (who does that?) tech reconnected us and labeled our line to avoid further incidents

8/29 An Xfinity subcontractor (verified who they were later as issues continues) performed work for neighbor

8/29 We lost the internet again

9/1 Xfinity tech advised that our external internet cable was not properly crimped BUT that did not mater since subcontractor Severed our line.

• Supposedly Miss Utility apparently did a poor job of marking 

(Up to this point all interactions with xfinity were done on line chat)

9/9 Miss Utility marked our electric wires but did not mark our electric fence or our private residential power lines.  I stressed about clear markings so our neighbors line does not get cut again

9/9 called #800 and spoke to Anna and explained my situation and advised my concern that residential power line were extremely close to dig area and needed to be mark.  I was assured crew would mark the electric and would cover the cost if anything was damaged

9/9 I called xfinity to verify no appointment because Website stated crew would be out

9/12 Spoke to Jon at Xfinity [Edited: "Personal Information"] and was told that crews were waiting for a permit to perform the work

9/12 spoke to Ray and then his supervisor Anna, to confirm notes in the system about my property concerns and made sure nothing was scheduled.

9/12 happened to look out to my window to see 2 random, unidentified people digging in my yard.  They turn out to be from same subcontractor who severed the line on 8/29.  This time they severed the electric fence before we realized they were at our home.  Spoke to “William?” 3rd party contractor supervisor (?) on the phone who said their ticket had no notes on it aside from bury the wire.  We stopped them from doing any further work

9/12 called the 800 number and told rep Micheal I had an escalated issue so he got his supervisor Amanda on the phone.  I explained the events leading up to this point.  She assured xfinity would pay to repair the invisible fence.  She was going to reach out internally and would follow up personally (she didn’t) Created Ticket [Edited: "Personal Information"]

9/13 called the 800 number again spoke to Fatima.  I explained my issue, again, and advised I expected it to be escalated.  The notes they are entering in their system is not making it to my local office.  When I kept requesting the escalation she sent me to Rashmi, a Retention Manager.  I explained the situation AGAIN.  She was reaching out to the “back office”.  She scheduled an Xfinity Employee to come out 9/14 at 8am.

9/13 FINALLY Ashley, who is relatively local, called me.  I explained everything, again.  She advised that there was nothing in the system about a scheduled appt on 9/14 at 8am like  Rashmi said she scheduled.   Ashley scheduled an appointment for 9/14 between 8-12. She said that an actual xfinity employee, with xfinity an xfinity van and xfinity badge would be out.  They would be able to identify our private residential line and repair our invisible fence. She was going to be in the office until noon if I ran into issues.

9/14 2 men arrive with a black pick up.  It is NOT an xfinity vehicle, they are not xfinity employees.  They were actually from the SAME contractor who severed our line on 8/29 and severed our electric fence on 9/13 They were aware of our concern about electrical lines but they had no equipment to detect where the lines ran and pretty much planned to dig around to find a safe place. They also said they really couldn’t do anything with the electric fence.  Spoke to William(? Supervisor? If contractors) again.  He wanted the men to dig randomly.  Then he said he could have them come out with the equipment to detect where our electric lines ran.  We could have this crew or the other crew (the ones who severed our electric fence) back out on Monday to do the work.  We said we would talk to Ashley on Monday to reschedule.  I left Ashley 3 messages before noon with no call back from her.

Contact history with xfinity includes 

At least 10 Chat conversations

9 different reps on the phone

2 employees in person

2 messages to Tom Karinshak (just a contact me link on xfinity site)

Reached out via “X”

Forum 

I do not see this as “respecting my time” and definitely has not “simplified my experience”