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Visitor

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3 Messages

Fri, Jul 23, 2021 6:36 PM

Internet servicability confirmed - Please forward House Smart ticket to local construction team

See ticket 2375809

After being directed to call the Serviceability team I spoke to an individual in the local construction department and he confirmed my address is serviceable. To begin work he needs the House Smart ticket to be forwarded to him. Unfortunately the ticket keeps getting closed as "unservicable" without reaching out to the local Comcast engineer who's number I've had added to the the ticket. Please forward the ticket so that the internet can be installed.

Matthew

Responses

Official Employee

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177 Messages

2 m ago

@user_580158

Hello! I hope you are having the greatest of days! I looked over your ticket and need to ask you a few questions. Can you send us a new Peer to Peer message by going to the chat icon in the upper-right and composing a new message to "Xfinity Support"?

Visitor

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3 Messages

@XfinityTony I've composed a new message to xfinity support

Official Employee

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177 Messages

@user_580158

We got your message and will be working with you there. 

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

Visitor

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3 Messages

2 m ago

My ticket got closed again. This is the forth time it has been closed in a week.

The two Comcast construction specialists I've spoken to they explained that there is a Comcast service point 100 yards down my driveway.


I've also been told that a ticket should not be closed without  1) a walk-out team inspecting the site and 2) Comcast providing a cost sharing price for installation. 

I've been told in that this was escalated to a supervisor, but I have not spoken to one yet. Please reopen the ticket, eacalate and have a supervisor reach out to me. 

(edited)

Visitor

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1 Message

9 h ago

I am having a similar problem.  I have called and spoken with more Xfinity agents that i have spoken to live people during the last 2 weeks.  Last week, I finally reached an agent that knew what was going on...they reached out to the regional House Smart department, and requested a walk-out.  Within a few hours, a tech was on the location.  It has now been almost a week, and although I was supposed to get a call BEFORE they went out, I still have not received anything regarding what they found WHEN they went out.  Notes on the address have the work needed as pulling 890 feet from the plant ($14K in 2018; 38K now), and also that the nearest tap is 400ft away, and that there is a neighbor with a strong XFinity signal located 250ft away.  Each of these data points are seemingly contrary to one another.  Seller of the home tells me that Comcast told him that they could install a few years ago, but that it would cost $900 to install a midway pole the carry the line from the street.

I don't know what the truth is, and Comcast has made it impossible to find out without calling 2 dozen times.  Why can't House Smart people answer their phones?  Today, I was transferred to a House Smart agent (over a dozen calls before anyone was able to get me to such a person...no one else even tried or knew that it was possible....and I thus have my doubts about his credentials)...Taking him at his word, though, I would expect that he would have more reach...but, EVEN HE was only able to put in a tagged note...EVEN HE couldn't simply CALL the department.  HIS notes say that the address is not serviceable, but they also say that it is serviceable for a price.  His notes show that we requested a walk out.  His notes DO NOT show that a walk-out was conducted nearly a week ago.  All in all, this newest person provided less information that the agent I spoke with 3 days ago headed into the weekend.

Official Employee

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365 Messages

Hello there, @user_3ef60f. We try to make our serviceability process as easy as possible. Everything is pretty straightforward on our end, so I am not sure why this process has been so crazy. I'd be happy to help review any ticket on our end and see what is going on. Can you send me a PM with your name and address? 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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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