Is It Possible To Report A Infrastructure Problem By A Non Customer?

Back story. Several years ago, it was impossible to report a line problem behind a house that had no service, but your trunk line was hanging to the ground after the power company replaced poles. As a nice guy and Comcast customer, I tried to report the problem for the neighbor. That turned out to be a joke, because the people I dealt with can't think outside their box and wanted my address, and it was 3 houses over and wanted me home. I flat gave up, but caught a guy at the building techs work out of and told them. I will NOT try to go through tech support anymore who only know their scripts.

So I saw something recently that needs attention while walking down a street. I bet it is a 5 minute fix. So instead of trying to do it calling from my past experience, I sent a email to "Office of Tom Karinshak" thinking they might be able to think outside the box. I was wrong sad to say. That was a total waste of time. First thing the responding person wanted was my account number. I explained in my email, I wasn't going through that hassle again. Obviously, she did NOT read my post. I gave her the location of the problem, and my phone number if questions or even a "Thank You". I decided to ignore responding to techs who I don't think can read and comprehend. So I put it here.

Anyway, Xfinity needs to address this problem to report something not related to one's service or a non customer. The power company is very easy to contact on gas leaks and lines down, why not Comcast/Xfinity???

Responses

XfinityKassie

Official Employee

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1.7K Messages

1 year ago

@SammyS56 Good morning! Thank you for taking the time to reach out to our Community Forums Team, and bring this experience and concern to our attention. I can see how this would be a concern, and I would be happy to assist you in getting in the right direction for a resolution. While you don't have an account with us, we would ask for your contact information so we can communicate with you on the ticket and progress. So that we may get started, can you please send a Direct Message with your name, the service address to where the issue is located, and a contact phone number and email address?

-Please let me know if you run into any sign in issues

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

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SammyS56

27 Messages

I got a email asking me to accept this as a solution. There has been NO solution, so I will NOT do it. It would be a lie. The necessary information you ask for was sent in a message to "The Office of Tom Karinshak" and was sent from his web page. It was sent December 7th. They responded but they want information they do NOT need to fix the infrustructure problem. I provided the problem location It was obvious the person or I really suspect a dumb AI "BOT" read and respond.

So if Mr Tom Karinshak really exist, and you work under him per his bio, there should be a way to get the location and fix the problem from that message. I hate to be like this, but Comcast/Xfinity needs to adress the issues or reporting issues not related to a particular account.

I am done here. If rain and snow get in the unprotected cables and mess up services in the neighborhood, that is on you guys. I tried.

1 year ago

0

XfinityVianney

Official Employee

•

2.1K Messages

Hi, @SammyS56. We appreciate you bringing this to our attention and reporting the concern. I see you reached out already via email and provided the information needed, but the follow-up may have requested additional information. We'll be glad to get this reported on our end if needed. The offer to reach us via direct message is still open. We'll be on standby.

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

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

1 year ago

0

S

SammyS56

27 Messages

They got ALL the information they need like my name, phone, and the general location address where the issue is in my original message to "The Office of Tom Karinshak". Let your supervisors track it down if they care AND there is real communication between the various support channels at Comcast. I don't think it exsits. Total waste of time dealing with Xfinity of non black and white issues because no one can think outside the box.

1 year ago

0

XfinityVianney

Official Employee

•

2.1K Messages

I can see this has been frustrating @SammyS56. We'll be here if you can take a moment to reach out here. Thank you for your time.

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

1 year ago

0

Customer Service

SammyS56

Is It Possible To Report A Infrastructure Problem By A Non Customer?

XfinityKassie

SammyS56

XfinityVianney

SammyS56

XfinityVianney

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