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user_cf42d7
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Friday, September 17th, 2021 1:11 AM

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Installation Damage

We had our cable/internet installed a couple months ago. The person who installed it stapled wires INTO our woodwork, going around the outside of our kitchen doorway with bright white wire. My husband was on the other side of

the living room, and didn’t see the wire until the tech left. We’ve tried filling a claim, and every time they tell us they will call us back with a claim number and they never do. On one of the calls we were also told “this is just how we do it, if you want it differently you will have to pay for it”. This is completely unacceptable and we will be switching companies if this problem is not taken care of. 

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5 years ago

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XfinityBrie

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674 Messages

5 years ago

Thank You for reaching out on the forums -- I'm sorry to hear about the negative experience you've had regarding the most recent installation. Per policy, technicians are not permitted to perform custom work when it comes to installations, including wall fishing (wherein the wires are installed behind the walling) so if you did want the cables run behind the walls, a third-party contractor of electrician would need to be hired at the property owners expense.

 

As for the current installation, stables or cable tacks are commonly used, and some trucks offer black and white coaxial cables cut to length. We can send a technician out to attempt to re-run the lines in a different way, though if the lines have to pass any door ways or hallways, it must run around, not through or under, as that presents a tripping hazard. Regarding any damage the staples may have caused, we can of course file a damage claim and have a member of the executive team reach out for next steps in the claim process.

 

Please send us a direct message for further assistance: 

 

To send a direct message:

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3CniqRJ
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

 

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. 

 

 

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user_cf42d7

Visitor

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2 Messages

@XfinityBrie 

The fact that this is in any way an acceptable form of installation is unacceptable to me. I’ve never seen any other company do something like this. Wires could have easily been run under the carpet. I would like a manager to call me, or I will be canceling and going with a service who can install in a way that doesn’t decorate my living room with stapled wires into my doorway.

5 years ago

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CCMichelle

Problem Solver

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788 Messages

I can certainly understand your frustrations and concerns with the wire running across the door way. I can understand how a install not meeting expectations can be entirely frustrating and disappointing. You are currently speaking with a Corporate Digital Care Specialist and we are specially geared here to be able to address any of your questions or concerns. Our technicians are not able to remove/or move carpet to run cabling beneath it. They are there to ensure that you have services coming into the home. We will run a coaxial line from an existing outlet to the equipment, however custom wiring is not something that our technicians are able to complete. This would require a wiring specialist. Our technicians are experts when it comes to external equipment and ensuring that they have services run to your home. We do have a service called Hello Tech that will get you in contact with someone that will be able to assist you with a custom wiring install. You can find more information on this service through this link https://comca.st/3Eo9Cgl. We are more than happy to file a damage claim request for you regarding the staples within the wood and schedule someone to the location for you to change the color of the Coaxial cable if you wish to proceed with that. Can you please reach out through direct message through the link/instructions provided and provide your first and last name, the name on the account if different and the service address? 

I no longer work for Comcast.

5 years ago

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