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custer_needs_resolution
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Sunday, December 8th, 2024 1:56 AM

Loose Guy Wire on pole

I have an open ticket regarding a loose guy wire on a nearby pole that I opened in September.  I have not heard any response to this ticket and the issue has not been resolved.  Who do I need to contact to address this issue? I found the chat function on this website less than helpful.

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16 days ago

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custer_needs_resolution

5 Messages

2 months ago

This is ridiculous!  After now having a Frontier tech visit to look at the pole, I was informed today that the issue is a guy wire that Xfinity needs to address.  Also, the pole is apparently not owned by Frontier but rather the power company.  At this point, I do not know who to believe but the ball is back in your court Xfinity!

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custer_needs_resolution

5 Messages

After taking this conversation into private chat, I am relieved to say that an Xfinity crew came by and removed the wire from the pole on Jan 3, 2025.  This issue took months between the initial identification of the problem and final resolution, many hours of my time communicating with customer support (after I located the correct team and method to engage with support), an unknown amount of Xfinity customer support's time, an initial tech visit which resulted in me going on a wild goose chase with another vendor, and then finally a successful technician visit which took less than 10 minute to resolve.  This could be a case study in how processes meant to save company resources end up making customer's unhappy and waste a lot of company resources that probably aren't accounted for.

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16 days ago

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XfinityMarcus

Official Employee

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1.2K Messages

2 months ago

custer_needs_resolution thank you for using the Xfinity Community Forums page and letting us know about the loose wire you noticed on the nearby pole. You mentioned there is already a ticket in progress on this issue and I would like to check it on my end. Can you send me a direct message with your full name to get started?

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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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custer_needs_resolution

5 Messages

2 months ago

Kudos to the Xfinity staff responding on this forum for pointing me to a customer service rep in a reasonable amount of time.

On the minus side, I later found out from the onsite tech, that Xfinity only leases access the pole and could not help fix the problem.

It would have saved a lot of time and effort for Xfinity staff and myself, if I was informed about this fact, early into my inquiry rather than having to spend multiple hours, including 2 hours on chat in an attempt to get help addressing this safety issue.

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custer_needs_resolution

5 Messages

Alternately, since Xfinity is leasing the pole, I feel they should have assumed responsibility for correcting the issue with the appropriate vendor, rather than passing the buck to the customer.

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2 months ago

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