I'm DESPERATE for help!!!

Actually I'm beyond desperate for help!! I have been contacting Xfinity for a month now to come and bury a cable they put in when road construction cut the original cable. It's a total liability. I've already tripped on it and I will take legal action against Xfinity if my 85 year old mother trips and hurts herself....or anyone else for that matter. I'd love to attach pictures so you get an idea of just how long this cable it. It spans 3 property lines. It is such poor, poor customer service I can hardly even handle it. I've spent HOURS on the phone with Xfinity and I always get....oh, you have an appointment scheduled for someone to come out. That happened 2 weeks ago. Again, last week. Again, last Saturday. Yesterday. Today. And now I"m being told someone will come out tomorrow. The cord runs over my driveway, over my grass, over my sidewalk, over more grass and all the way up to the neighbors. I have more confirmation numbers than I can keep track of. I've talked to a supervisor. I've been into the store. This is absolutely ridiculous. I NEED HELP!!!!!!!!!!!!!!!!!!!!!! Did I mention this is a total liability for Xfinity....and yet....no one seems to care.

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XfinityMarcos

Official Employee

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1.9K Messages

2 days ago

Hi user_0myvfm, I can completely understand being worried about your mom, and I would be feeling the same way if the roles were reversed. Typically, with line burial work, it requires specialized techs, and it can take 7-14 business days for a job like that to get scheduled. These are scheduled and worked as they come in, so it does depend on the demand in your area. Let's take a closer look at what's going on and help to make sure we get this taken care of. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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user_0myvfm

3 Messages

@XfinityMarcos unfortunately I’m unable to signin. It’s like it is frozen or something. It comes up to a page that says let’s get started and then when I hit complete registration it says email update is disabled but it won’t let me change the email field and I cannot continue from there. I’ve tried it on 3 different devices and I can’t get past that screen so I’m now on my fourth device and I won’t even try to sign in or it will freeze up that screen as well.

ive been told it could take 7-14 days to have a cable buried but that time doesn’t even start until some one comes out and so far no one has come out. Xfinity ‘fixed’ the issue by putting this huge long cable out. It’s been over 1.5 months since the construction was finished. They should have made a note to come back out then to bury the cable. I shouldn’t have to spend hours trying to get someone out here. This is completely unacceptable!!!! If this wouldn’t freeze up the whole system for me I’d love to be able to signin and direct message with someone who can actually help. Once it starts snowing I won’t even be able to snowblow my walks without destroying the cable. This is a problem!!!

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2 days ago

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XfinityAldrik

Official Employee

•

1.7K Messages

Thank you for letting us know @user_0myvfm! Could you please clear cache and cookies on one of your devices?

After clearing cache and cookies, please completely close your browser application.

When back on our forums page, please click on “Cookie Preferences” at the very bottom of the page, select “accept all”, and then “Save Changes”.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer. tick

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2 days ago

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user_0myvfm

3 Messages

I went through the whole process clearing the cache and cookies and went to the cookie preferences and clicked on accept all and then save changes and it still brings me to the page that says Let's get started and errors out saying Email update is disabled and won't let me change anything in the email field. I'd really, really, really like some help with this never ending problem that I'm spending at least an hour on every single day. Can someone email me or call me since I'm not able to direct message?

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1 day ago

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XfinityBradM

Official Employee

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649 Messages

@user_0myvfm If you're able to post on the forum you are signed in with your Xfinity ID. When you're signed in, select the Direct Messaging in the top right corner of the forum page, the chat bubble icon next to the notification bell, and it will pull up the direct messaging page. From there you'll want to create a new message and add Xfinity Support and select the option from the drop-down. Once you've typed out your message hit enter or the arrow icon to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer. tick

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1 day ago

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Customer Service

user_0myvfm

I'm DESPERATE for help!!!

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