Visitor
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2 Messages
NEW CONSTRUCTION HOME FOR 5-YEAR-OLD WITH LEUKEMIA, UNRESOLVED ISSUED SINCE JUNE
I have been trying to get Xfinity Internet service installed since June, but unfortunately, there has been very little progress. This is a new construction home with a serviceable address. A technician has been dispatched to the property on four separate occasions, yet the issue remains unresolved.
Recently, I connected with Steve (last name unknown). His number is 810-347-XXXX. I am unsure of his exact role, as we made contact unexpectedly while he was surveying the overhead lines. He has been the most helpful person I have encountered throughout this process and has been communicating with the construction department in an effort to move things forward. However, I have been unable to obtain a definitive status update or timeline for completion.
My understanding is that approximately 1,000 feet of overhead line is missing, despite being shown on the existing service / coverage map.
We expect to move into the home within the next few weeks and need Xfinity service available by that time. Our 5-year-old daughter is being treated for Leukemia, and we require service as our cell coverage is extremely limited in the area. Given how long this process has already taken and the number of unsuccessful service visits, I would greatly appreciate any assistance in escalating this request to the appropriate construction or engineering team.
Could you please connect me directly with someone who has the authority to address this issue, provide a clear status update, and establish a timeline for completing the service extension?
Thank you for your time and assistance. I look forward to hearing from you and getting this resolved as soon as possible.
XfinityVianney
Official Employee
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3K Messages
1 hour ago
Thank you for reaching out and creating a new post. I understand you want some answers considering the upcoming move and medical situation with your daughter. I can see you have a lot on your plate, and we'll do all we can to help. Typically, when you are 300ft away from our nearest plant or tap, we would need to include our construction and design team to determine the best route, get permits if needed, and estimate the possible cost. Once tickets get to construction, it may take up to 120 days for the full process to be complete, depending on the work needed. I'll need to review the current tickets, however, to get us more answers.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
For an example of how to send us a Direct Message, check out this link for more help: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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