Extremely Disappointed With Xfinity – Property Damage and Zero Accountability

We ordered Xfinity internet as a self-install service. Right from the beginning, we couldn’t get it set up. A technician eventually came out and informed us that, despite previously being told otherwise, we did not actually have a service line to our property.

Without any notice, phone call, knock on the door, or request for permission, Xfinity contractors entered our fenced yard and dug a line. We woke up to find our yard already excavated. This means someone opened our gate and entered our property without informing us.

Unfortunately, during this work they hit and damaged our sewage line. Our yard is now filled with standing wastewater, bugs, and sewage contamination to the point that we cannot safely use it. Our utility provider came out to inspect the issue and stated that the damage was caused by the recent digging, as Xfinity contractors are the only people who have performed excavation on our property.

Over the past week, we have dealt with countless customer service representatives and the property damage department. The process has been incredibly frustrating:

We were repeatedly told someone would call us back by a certain time, and nobody called.

We were transferred between departments multiple times.

Representatives acted as though there was no record of previous conversations.

We were told it could take up to two weeks for someone to inspect the damage, despite the fact that we have an active sewage leak in our yard.

When someone finally arrived, two workers came to the property but did not speak English. Communication was handled through a translator over the phone who was dismissive, rude, and unwilling to clearly explain what was happening.

The workers then began digging in our yard again without asking permission or explaining what they were doing. When we attempted to stop them and ask questions, we were told they had to continue. They left without speaking to us and later updated our property damage claim as dismissed, despite the sewage line still being damaged and the issue unresolved.

At this point, we are still trying to reach someone in corporate who can actually help, but we continue to be told that someone will call us back and those calls never come.

If you value your property, be cautious when considering Xfinity. Despite their own policies regarding property damage our experience has involved unauthorized entry onto our property, damage to our sewage line, poor communication, and an exhausting claims process with no resolution.