11 Messages
House Smart Ticket
I recently built a new home and have been trying to get Comcast setup since. I reached out early and spoke with a representative and she said she would notate the account that it is a new build with a long driveway. The FIRST technician shows up the week we moved in and says there's nothing he can do he needs to have the construction team come out and survey it and that someone would be in touch with me within the next 48 hours. Never received a call or any communication from Comcast. They then sent another Technician out who said the same exact thing. I would need the construction team to come out and survey and that someone would be in touch within 48 hours. It's been well over 48 hours and I still have yet to receive a call. I also have the persons number who originally set me up and she wont return my calls after multiple messages.
I'm just trying to do business with your company and am besides myself that no one can reach out to me to give me an update. What do I do at this point? I'm at a loss for words.
Accepted Solution
EG
Expert
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110K Messages
1 year ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
11
EG
Expert
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110K Messages
1 year ago
Quite welcome ! Hang tight.
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XfinityVianney
Official Employee
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2.1K Messages
1 year ago
Hi, @user_d0qdfm. Thank you for reaching out and for all your efforts so far. I understand your main goal is to become a customer, and I know it's less than ideal to wait for any answers. Based on the details of your post, I believe it could be your home was a bit further from the nearest plant that was originally calculated. That would mean we'd need to have additional construction to extend the line. This would include additional tickets with teams like the local techs, planning, and design (calculates cost and routes), and folks that complete the surveys. I'll dive in to see where we are in the process and provide any updates we have.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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user_d0qdfm
11 Messages
1 year ago
Just wanted to follow up with a recap on my experience with Comcast Customer Service chat. After trying this route I was hopeful to get some sort of answer. I logged in (as they directed me to) and was told they're team is "pretty awesome". After being on the chat for over an hour I rec'd 2 responses from Comcast. One was saying there's an open ticket and the other was asking for my Name, Phone number, Address. I gave them all this information and they ghosted me. This was a COMPLETE waste of my night. At this point I am at a complete loss on what to do to get Comcast at my house. I'm trying to do business with you folks and it shouldn't be this difficult. NO ONE RESPONDS TO ME! I've called, chatted, emailed and cannot get a straight answer.
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user_d0qdfm
11 Messages
1 year ago
I finally received a response from the Online Support Team. All I received was an explanation starting with "in my experience" they typically take 30 days up to 120 days to receive a response. I was originally told I would receive a call back within 48 hours with an update. Still have not received any call and or update within the givin 48 hour timeline Comcast originally gave me. You guys need to do a better job at setting expectations up with your customers. If your telling me your going to call me within 48 hours, call me within 48 hours. I should not have to resort to this forum to get some/any kind of response.
I was told by the online "Customer Service" rep that if I want to receive a call I should call in. The sad part is that I did. I called 5 times and not 1 person could help me but instead they "opened a ticket". I received multiple texts today saying my ticket was closed. I still have not received a phone call from Comcast. I still have no idea what is happening with my individual ticket as all I was told it was opened and closed. I have no idea whats happening. Just trying to do business with you guys.
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