Failure to resolve/fix snapped cable lines outside home

That did not happen. 

Since Tuesday, we have spent hours on the phone each day explaining to Comcast customer service that our cable wires had snapped and that someone needed to come and fix that on the outside of our house each and every day we were told that someone will come that we should remain near our phone and in our home which we have done and each and every day no one has come to fix the problem. 

Today yet again I’m told that now they really understand what the problem is and now they really have the right ticket made out and we can expect someone on Monday. Originally when we were given the Monday appointment a few days ago, we were told that that was just a back up appointment in case the fixing of the external wires resulted in a problem inside our home and that the Monday appointment was for an inside technician. 

Needless to say, we are feeling frustrated, And disappointed. If this is the customer service experience that someone with 30+ years of being a customer and thousands of dollars being paid each and every year during those times then I’m not sure what being a “diamond “ customer means.

Having spent many years in many service industries, I can assure you that being told each day the same information and not having the promises fulfilled is a sure way to lose customers ; being told that a manager isn’t available at a customer service center, and that anyway we would only be given the same information that we’re being given by  a supervisor that we were handed off to is a sure way to start losing customers. I know that many of our younger family members are cutting the cord. I can understand why!  We are prepared to pay the price for the services that we want but in return for that price we expect to receive service on the odd occasion when we have a problem - that has not happened here!

The good news is that we have our cell phone service with AT&T, who would certainly also love to get our cable and Internet service ; so during this time, while we will continue to wait for a problem to be solved that we were told was going to be solved day one, day 2 ,day 3 and now day 4, and now won’t be serviced/solved until day 7 (hmmm will storm affect that?!) - we will have time to research our other options for phone, Internet, cable, and streaming service service. Thought you might want to hear from the front lines why you are losing customers. A service based business needs to have good service!