4 Messages
I have been trying for 3 months to get my cable line off the ground.
July 31st a semi trailer came down my road and ripped my cable line off and rips apart my chimney. I use the app to report a down line. 3 days later, someone shows up. Since my chimney is broken they can not hang the line back on my house. They say that they will request my line be buried. A week goes by I have not heard anything about it. I call customer service and explain the situation. A day or two later, a technician actually begins the process to have the line buried. Roughly 2 or 3 weeks later, a service comes to do the job, but the utility companies have not marked everythings so they leave. A week later still, I contact customer service again and they inform me that the job was not cancelled and that they would reschedule they line to be buried. A month later, no one has come to do the job. Sunday October 24th, I speak with 2 different customer service reps and have been told that a tech will be coming to my house the next day and I will recieve a phone call 30 minutes before they arrive at my house.It is now thrusday and I am still waiting on my call and technician.
My children have fallen and hurt themselves by tripping on the line. I have had to duct tape it together out so I can keep my services running. I am reaching out to customer service again to try and get some result. This is ridiculous.
Also I post on this forum before about the damage to my house and a moderator reached out and said to private message them, but when I tried their username couldnt be access.
EG
Expert
•
107.1K Messages
22 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
EG
Expert
•
107.1K Messages
22 days ago
@KianG
You need to use the name Xfinity Support Not their username.
0
0
XfinityPaula
Official Employee
•
1.2K Messages
22 days ago
Hello KianG! Thank you for reporting this to us again on our Xfinity Forums. I'm terribly sorry that you were unable to send us a direct message previously. Once signed in are you able to send a direct message to Xfinity Support? That message will be sent to our entire team so that we can help out.
I'm also sorry that this was not handled the several times we have been out to your home already and that it's creating a hazard. I have 2 young boys and if they don't fall over something they usually tear it down. I think destruction is their middle name.
Can you try to send us a direct message again please? These are the steps to follow, if it does not work please reply to us here, and we will work with our lead moderators to figure out when the direct message option is not working.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
@EG Thank you for your guidance and for moving the post to the right support area!
1
0