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Visitor

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7 Messages

Thu, Apr 29, 2021 9:29 PM

Help Please

I've been trying to get help since April 1st. My last chat attempt, I sat there for 2 and a half hours, and no one ever came in.
So I'm hoping someone here can assist me with a few different things. The most urgent, is my bill.

Billing: 1. I'm currently being charged $29.85 for three boxes I returned on March 19th at the UPS store, I have a receipt. I also received an email order confirmation on March 24th, but I never ordered anything, and those same 3 boxes are on there in addition to the three you sent. I returned the old boxes after you guys sent the new X1, and 2 little boxes to us automatically.

2. I also need to lower my overall bill. It's currently - $385.00!

Services: 1. Want to cancel home security.

2. Would also like to find out about the cost of just going with unlimited internet, and home phone.

Orange Cable: It's been there for three years. They ran it in Jan. 2018, and every time we were told someone would be out to bury it, they never came. Last time we were told was March 2020, just before the covid shut down. I then had to care for my husband (cancer), so I was unable to stay on top of it, and trying to schedule around the many doctor appointments was impossible. The box is in my backyard, and they've been out multiple times for the neighbors, and even buried two of their orange cables. 

Responses

Official Employee

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266 Messages

2 m ago

Hello, @user_f88a15! Thank you so much for reaching out to Comcast over our Community Forums. We can definitely assist you with reviewing your account in every aspect mentioned, and ensure a service order is created for burying the cable drop in your yard. You have come to the right place!

 

Please send us a direct message with your name, and service address. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle, and signed into your Xfinity account.

 

Thank you!

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Visitor

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7 Messages

1 m ago

Not happy.

On Monday 5/3/2021 6:33 PM my time, I received an email that they would be out to mark utilities in the next three working days.

It's now Thursday 5/6/2021 10:00 PM my time, and no one has been here. 

I've left my gate unlocked to accommodate this, it has a different type latch/lock, and doesn't stay closed (swings all the way open), so I also had to make a way to keep it somewhat closed, while also making sure they have a way in. I don't like not having my yard secured, and it's distracting wondering when they might come. And me not having to be here for them is not the point.

How hard is it, to do what they say they're going to do, and stick to it for once? 

And then there's also the no notice.......

Last Saturday 5/1/2021, a tech called at 7:30 AM. I missed the call because I was asleep. I called him back later to apologize for not having the gate unlocked. I guess he had to take pictures of the orange cable, which he did what he needed to do. But still, I was not told anyone would be out, or calling, much less at that hour on a Saturday. 

Comcast needs to work on being more considerate.

Official Employee

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266 Messages

Thank you for reaching back out to us over our Community Forums! I do apologize for any miscommunication, and missed timeframes. With the cable drop bury process we set many wheels in motion with local teams, partners, contractors, etc. This process can take up to 14 days to be finalized, and scheduled for the actual burying of the cable. We try to do our best with scheduling, and notification so you are aware of the process, and status. Thank you so much for all of your patience during this process, please reach out to us directly if you have additional questions, or concerns.

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Official Employee

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213 Messages

Hello @user_f88a15! Checking in to see if were made it out to mark your lines yet? 

(edited)

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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7 Messages

Hi @ComcastMartinR ,

I understand there's a few steps along the way, and I'm doing my best to try and stay patient. It's just really frustrating, that this same thing has happened repeatedly for 3 years of trying to get the cable buried. 

Thank you for responding.

P.S. I will return to chat soon, we still need to get my bill lowered. 

Hi @ComcastThomasF ,

No, they haven't been here to mark yet. We did have rain and snow yesterday (Mon. 5-10-21), and rain again today (Tues. 5-11-21), so that probably affected things for the start of this week.

Thank you for checking in on it though.

Official Employee

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118 Messages

@user_f88a15 Thank you for the communication and the update from your end. We will continue to follow up with you here and will stick with you throughout this process. In the meantime, please feel free to return to PM any time to discuss your bill. We're here 24/7 for you. :)

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

Official Employee

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195 Messages

Hello, I hope your weekend has been nice and peaceful so far. Just the way nature intended lol. I wanted to touch base with you regarding that pending order to bury your line. We're past the average time to schedule, so I can work on getting that taken care of for you now. In order to do so, can you please provide your best contact number and email in a direct message to Xfinity Support?

(edited)

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

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