Moving existing line to new utility pole.

Hello,

I have a construction project in our back yard that required us to move the location of our electric service utility pole. That has been done by our electric provider. Nashville Electric Service has put in the request to comcast to move their line to the new pole so that the old pole can be removed. This was two months ago.

I have called at least a dozen times to schedule this. Each time the work is scheduled I am given an 8 to 8 time frame. Not once has anyone shown up at all. Every time I call customer service they "escalate" the work order to no avail. There seems to be no option to actually communicate with the construction/maintance division. Frustrated beyond belief and looking for help here. Thanks in advance.

Responses

user_RobertB

Contributor

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350 Messages

4 years ago

@cdailey76

Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help.

2

0

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LRPalacio

Visitor

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3 Messages

Hi, Comcast ROB. I need to have Xfinity Equipment moved to a new utility pole. I have been trying to accomplish this for 2 years via Customer service. Unfortunately, SubContracted Personnel have come to my home on 3 different occasions without either a bucket truck or the appropriate cable needed to relocate the equipment. Two other service providers (Florida Power and Light and ATT) have successfully relocated their equipment. Is there anyway you can help me? Thank you.

4 years ago

0

XfinitySheila

Official Employee

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1.1K Messages

@LRPalacio

Hi there! Glad you reached out, this is not the experience we want for you and I’d love to take a closer look on my end so that we can help with the relocation to the new pole. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

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.
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4 years ago

0

andrewrs

Regular Visitor

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1 Message

4 years ago

Hi I am contacting you here with a very similar question because I don't see the "send a message" DM button anywhere.

The utility pole for my building was just replaced by the electric company and the comms lines need to be moved from the old half abandoned pole to the new pole. To route to the new pole the lines on my building will need to be moved a bit to avoid touching the eaves. I want to be involved in decision on where to put the new building attachment point.

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XfinityMichaelC

Administrator

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4.2K Messages

4 years ago

Greetings, @andrewrs! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! You certainly have come to the right place to make sure we can get those lines moved for you. Since you have already sent a PM, I will continue to assist you though there.

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user_290cd3

Visitor

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3 Messages

4 years ago

What is the status of Comcast Job # 832624 to move Comcast lines off of a condemned pole that Middle Tennessee Electric has already installed new pole next to back in DEC 2020?

5

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XfinityEva

Official Employee

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1.6K Messages

Hello @user_290cd3, thank you for visiting our Community Forums for an update on this work order. Please send us a private message with your name and the service address to provide you with more information. Please click on the chat bubble at the top right of the page and make sure to select 'Xfinity Support'.

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

4 years ago

0

U

user_290cd3

Visitor

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3 Messages

Your suggestion just takes me back into to Comcast Chat Hell of no answers. Please provide me a DIRECT email or Phone number. This is becoming a SAFETY Issue with the condemned pole starting to lean and exposed cable lines on the ground at the base of the condemned pole.

4 years ago

0

XfinityEva

Official Employee

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1.6K Messages

Our Peer to Peer chat option is our newest feature here in Forums that takes place of our previous private message so you will be connected to one of us directly! Unlike a regular chat once you begin the chat we are able to continue and follow up with you until your issue is resolved and will not get disconnected along the way. We would love to assist you here but, if you prefer to give us a call you can also reach customer support at 1-800-XFINITY.

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

4 years ago

0

U

user_290cd3

Visitor

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3 Messages

Who do I contact "TO" for the Peer to Peer chat?????

4 years ago

0

XfinityEva

Official Employee

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1.6K Messages

You can type in 'Xfinity Support' in order to send my team a Peer to Peer chat message.

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

4 years ago

0

U

user_8d9a57

Visitor

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1 Message

4 years ago

We are building a house and Nashville Electric Service renewed the pole. We have been calling Comcast to move their bo to the new pole but the customer service was not help at all. We have been working on this for 3 weeks. We need you guys to dispatch a technician to move your box from old pole to the new one.

1

CCDevin

Problem Solver

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735 Messages

Hello, @user_8d9a57

Thank you for reaching out to us here on our Xfintiy Forums support page. This is the exact thing we are here to help you with and don’t want you to have to wait any longer than necessary. We are happy to look into moving the line to the new pole and we truly appreicate all your time and patience so far. Below, I have posted the steps to reach us in a peer to peer messaging platform so that we can discuss your personal information securely. Would you mind sending me a message so we can get the ball rolling on this, please?

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

I no longer work for Comcast.

4 years ago

0

Customer Service

cdailey76

Moving existing line to new utility pole.

user_RobertB

LRPalacio

XfinitySheila

andrewrs

XfinityMichaelC

user_290cd3

XfinityEva

user_290cd3

XfinityEva

user_290cd3

XfinityEva

user_8d9a57

CCDevin

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