Visitor
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2 Messages
Getting service restored to my home…
On Feb 4, 2025 the county water department either damaged or cut my internet cable line to my home. They notified Xfinity what happened and I did as well. I was told that someone would be by later that day. Without notification, no one showed up and my appointment was rescheduled for the following day. As I write this on Feb 8, no one has showed to my home. Each day begins with a text that someone will be there between 8:00am-8:00pm. And each day no one shows, there is no notification other than my appointment has been rescheduled for the following day. Currently, I am scheduled for tomorrow, Feb 9, 8:00am-8:00pm. I spoke with a live person, “Mike”, just a bit ago and he assured me he will do his job and have someone there tomorrow. At this point I have my doubts. Other than canceling my service what other recourse do I have?
EG
Expert
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109K Messages
1 month ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJamesC
Official Employee
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2K Messages
1 month ago
Greetings, @user_ef1785! Thank you for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear your cable line was damaged, but you have definitely come to the right place for assistance.
An appointment window of 8am to 8pm is typically something we would see for a service request order (SRO) when the connection itself is not impacted. We usually see these for things like a low-hanging aerial line, a damaged pedestal, or a new underground cable that needs to be buried.
The issue you described sounds like something that is having a direct impact on your service. If that is the case, we may need to schedule a different kind of appointment with a technician who can run a temporary line and get your service restored while the SRO is being worked out by our scheduling team.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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