Visitor
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1 Message
Need a tech to come and remove outside wiring at my home
I have called the xfinity customer service line 4 seperate times concerning the same issue and the work has not been completed.
I live in a manufactured home, and the home is going to the taken off the property and replaced with another home. I think that I was successful in getting our service put on hold, but I can't get a tech out to the property to remove the outside wiring/cables and box from the home. As stated above, the actual home is going to be removed from the property.
I called on 08/27, 08/28, 09/01, and 09/08.
On the 08/28 call, I was told that the tech would be out that day.
On Tuesday, 09-01, I called again at 9:45 am. I was told that the work would be done by Friday, Sept 4th, which would give them 3+ days to complete the work. I was also given a ticket # ECM00.....
The following Tuesday, 09-08, I called for the fourth time about the same item that needed to be taken care of. I referenced the ticket number that I had, and I was literally told that the work would "110%" be done on Wednesday. I went back to the property this morning (Thursday) and the work is still not done.
What else can I do?
EG
Expert
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120.8K Messages
2 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinC
Official Employee
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2.6K Messages
1 hour ago
Hello, @user_ew886 thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and would like to help ensure the lines are able to get removed from the existing home, so it can get removed from the property. I'm glad our wonderful Forum expert @EG was able to move your post and bring the convern to my attention.
I appreciate all the information you've provided it's really helpful knowing a ticket had been previously submitted, and with the initial call being done on 8/27 I'd definitely like to investigate further. From experience, I know that once the ECM tickets are worked a "special request" work order is created. These types of jobs can take up to 14 business days to complete as they are dependent of technician availability as any service related work requests take priority of these types of work orders. I'll be able to review to check on the job status, and we work with local technician leadership teams I can contact if needed.
Since I'll need to gather some information that we don't want here in our public conversation. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new message" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
(edited)
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