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FORMAL COMPLAINT – DOWNED AERIAL CABLE, SAFETY CONCERN, TWO FAILED SERVICE APPOINTMENTS, AND FAILURE TO NOTIFY
Formal complaint regarding two consecutive failed technician appointments for a downed aerial cable and safety issue. Xfinity failed to appear for my confirmed September 6, 8 AM–12 PM appointment and did not notify me. An Xfinity agent later confirmed in writing that the assigned technician had an emergency around 7:30 AM, that no replacement technician was available, and that I should have been notified. Xfinity then confirmed in writing my September 7 appointment for 8 AM–12 PM. I waited again today, no technician arrived, and I was subsequently told the appointment is now September 8. The cable from the utility pole to my home is snapped, with portions down on/around my property. I am requesting immediate Executive Customer Relations escalation, investigation of both failed appointments, priority repair of the downed aerial line, and appropriate service/missed-appointment credits. I have the Xfinity chat transcript and photographs documenting the issue.
XfinityJustinC
Official Employee
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2.6K Messages
5 hours ago
Hello, @Mork2209 thank you for reaching out over Xfinity Forums. You've contacted the right place for assistance, I'd definitely like to reivew the missed appointments further and understand wanting to get the downed line safety concerned resolved. We're always looking for ways to improve as a company, and ensuring we're providing timely updates when orders are delayed is something we can do to ensure you're kept in the loop.
From experience, I've seen that these type of special request line work orders can be delayed due to technician availability, and sounds like the proper expectations should have been originally set up for you. To investigate further I will need to gather some information that we don't want here in our public conversation.
Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new message" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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