Visitor
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1 Message
Missed appointments and won’t come out
Hey community,
I need advice / help as I’m getting conflicting advice from customer services and after numerous calls I’m not getting anywhere. It’s beyond frustrating…!!
Long story short I scheduled a tech appointment for Thursday 22nd. The day before I confirmed the tech would be here with customer services and they confirmed I was on the schedule. No one showed and there was no communication.
I called on Friday morning, customer services told me the tech would be here on Friday. No one showed again and I was not notified.
I called customer services again on Monday and this time they told me they would not send a tech out unless I paid my monthly bill early and this was company policy (we are on auto-pay for the 15th of every month). When I asked if booking an appointment for a tech to come and fix equipment was contingent on me paying early they said yes!!
ignoring the missed appointments and conflicting advice should I just wait until the 16th to call them again (which is totally ludicrous) or just escalate?
for background; we moved into a new house. There is exposed cabling from the street, there is what looks like an old cable that is sticking out the ground in about 6-7 different spots where it has been pulled up and cut, the plastic box on the side of the house is broken and has no lid (currently covered with a plastic bag and duct tape) and there is cabling across steps and concrete as opposed to being buried. There is also old black cabling. I only really saw the extent of this when my 3 year old grabbed an end of one of the cut cables and said “what’s this daddy”?
Is it true they don’t provide services unless people on auto pay, pay early?
XfinityAdrienne
Official Employee
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1.2K Messages
2 years ago
Hey there @user_76bc5e ,
I am very sorry about the experience with reaching out to get the cables, and exposed lines resolved at your home. Typically, this would not require a technician appointment, or you to be home for that work to be completed unless there is service impacting issues with the exposed lines. There is a ticket process we can submit for the safety concerns as it is accessible to your child to ensure this is resolved as quickly as possible. If the lines are a concern, and your services are impacted an appointment can be scheduled unless your account is suspended due to non-payment. Can you please DM us so we can get everything resolved with the lines as quickly as possible?
Will you please send our team a direct message with your full name and full address?
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MNtundraRET
Gold Problem Solver
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5.9K Messages
2 years ago
The one problem I ran into with a tech. appointment was that the tech will call some time right before the appointent using a phone not identified as Comcast. It would be very easy to treat that call as a junk call and hang up, or not answer it.
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user_6e1fc8
1 Message
2 years ago
I set up an appointment for Comcast agent to set up my equipment once I move into my apartment. [edit: personal identifiable information]
Moving date and appointment is on September 27 Wednesday between 10 and 12. Comcast has messed everything up.
They still haven't confirmed this. People I spoke with couldn't confirm for sure.
[edit: personal identifiable information]
Please help
(edited)
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