New construction service install

I am building a house in Michigan. I've contacted customer service a number of times regarding the need to have cable ran back to my house. They've asked for documentation to confirm ownership of the address. To which I have provided it 3 different times to 2 different e-mails with no response. Each time having to call the customer service number- go through all the questions again to get no where. Is there not a better way? I have a service ticket number, but the communication has been one sided, Me calling/emailing into a black hole of nothingness. DTE (Electrical service) has already installed the power poles to go back to our home, they are a few weeks out from burying the power cable. In that trench we'd like to have the cable ran as well.

Does anyone have a better experience someone I can call directly for this sort of thing?

Responses

XfinityKassie

Official Employee

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1.7K Messages

2 years ago

@user_ecf98c Good morning! Thank you for reaching out to our Community Forums Team for assistance with your new cable installation. I can see how this would be frustrating to not getting any updates, especially when we rely on services for so much. I'd be happy to take a closer look into the ticket, and provide you with any updates we have received from our local team today. To get started, can you please send a Direct Message with your name, the full service address, and any previous ticket numbers you have?

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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XfinityKassie

Official Employee

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1.7K Messages

2 years ago

Gotcha! As you have probably experienced, it seems like nothing goes quickly when it comes to new construction except spending money, LOL! I appreciate the timeline. With you being in Michigan, we could be up against a timeline with the weather to bury the line, but the good news is; now that you are working with our team we will be with you from here on out. Looks like I'm showing some documents that were attached to the ticket a couple of days ago. Do these sound right?

-Building Permit

-Title

-Tax Assessment

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U

user_ecf98c

5 Messages

That is correct, I sent over those documents. I also sent over the documents for the easement from DTE. Definitely against a timeline. But when DTE does their work for burying the power cable I am going to install a conduit as well which can be used by Xfinity to pull the cable through underground without having to dig, should we not be able to get the schedules aligned.

2 years ago

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XfinityFrank

Official Employee

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1.3K Messages

Got it, added it to the open ticket and asked for an update ASAP. We will keep an eye on this and follow up as soon as we have any news! Thanks for giving us a chance to facilitate a solution!

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

2 years ago

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U

user_ecf98c

5 Messages

Checking in to see if there has been any updates to my ticket. I was given another ticket number the other day. [Edited: "Personal Information"] was told by Nate that it's my install ticket number.

(edited)

2 years ago

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C

ColtonW

1 Message

1 year ago

I am having the same issue any easy way to resolve?

1

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XfinityJustinC

Official Employee

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1.2K Messages

Hello, @ColtonW. Thank you for taking time to reach out to Xfinity Forums, you have contacted the right place for assistance. It sounds like you have already started the serviceability process, and I definitely want to help get service to your new location.

I have access to look up serviceability tickets, and can communicate with our great serviceability experts through the open request. Since I will need to gather some location information, and we don't want that in a public setting please send a direct message when you have time.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

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

1 year ago

0

L

loriw2

1 Message

1 year ago

do I need to call customer service to have the cable run from the street underground to the house, we have a new construction house. Comcast is already in our area and we are a current customer.

1

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CC_Tony

Retired Employee

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1.4K Messages

loriw2 Thank you for your comment. We can submit a request for you to get that cable run. Please, send us a DM with your name, current address, and new address to get started.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

• 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

(edited)

1 year ago

Customer Service

user_ecf98c

New construction service install

XfinityKassie

XfinityKassie

user_ecf98c

XfinityFrank

user_ecf98c

ColtonW

XfinityJustinC

loriw2

CC_Tony

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