C

Visitor

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5 Messages

Fri, Jan 14, 2022 6:03 PM

New Services - HELP!!!

What a nightmare this has become. We are going on four weeks now with Xfinity trying to get new services added to our residential home. Our neighbor (who shares a driveway with us) recently switched to Xfinity and recommended we do as well. We had an install service appointment scheduled for Dec. 28th, 2021 in which the technician came out and said he could not install that day as their was no Xfinity box to connect to (nearest box is our neighbors). So he put in a work request order to have the "construction/field/engineer" team/department come out on site to run and/or trench a new wire from our neighbors box, somewhere closer to our home so that we can have Xfinity services installed. The technician stated his wire only goes 350' and that our neighbors box (per my Google takeoff and the Xfinity sales rep's calculations) is roughly 700'-750' from our home. We were told we'd receive a call within 3 days (!) from the construction team to discuss plan of attack and if there would be any sort of cost associated with this work. We were okay with that and have told Xfinity several times WE WILL PAY FOR THIS WORK IF NEED BE (even though our neighbors who live 700' off the main street and share our driveway did not pay at all for this). Since December 28th, 2021 we have ZERO contact from anyone at Xfinity, unless we call them in which we get passed around from sales rep to sales rep to tech rep with no answers and varying responses. On January 11th a tech support agent told me we would have someone from the construction team, here between 8am-10am (EST) to install the wire to our home (I'm assuming trench the wire and add a demarcation box on the side of our home for tech to hook up to eventually).  It is now 11:30am now on the day of and I have heard from no one and decided to call in, in which case an agent told me there was NO ticket for this work to be done. They have NO apparent way to contact the construction team to follow up or get an update. And I apparently took off work AGAIN for no reason at all. The call ended with the tech rep today that "someone will be calling you today to go over this so keep your phone handy"... I know how this will go, I will receive no call yet again and still no services/updates. It is honestly mind blowing to me that it is this difficult to get a straight answer from someone. I have been without internet for over 3 weeks now and work full time remote. All I'm looking for is someone to come out here and either a) tell us hey, you cannot get service even if you are willing to pay and here is why or b) we can trench a wire from your neighbors house (share a driveway) to within XXX' of your home for $XXX. This should NOT be this difficult. 


Ticket #: HS2642706

Technician Appt # (from tech support agent who said they'd be out here today between 8AM-10AM): 787045


Can someone with Xfinity PLEASE help us with this, it has gone far beyond ridiculous at this point.

XfinityEthan

Official Employee

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834 Messages

Hace 4 m

Hi, @charliek114 [Edited username to remove PII]. I appreciate the details on what has happened so far and your patience working on this. You are in the right place to check on it and we will stay with you until you get an install for service activation. The current time frames for this type of work matches up to what has happened so far. I know from your view it seems ridiculous, but from our end and knowing what it takes it actually is on track. The holidays back up the jobs that are already very busy. We have access to the Survey tickets and can see the progress and can also inquire to local if we feel it is past the time frame. I am going to keep an eye on the account and tickets today and follow up with you on any changes. If I don't see any changes I will see if we can contact local and let you know. 

(edited)

Visitor

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5 Messages

@XfinityEthan thank you for the prompt response. The issue is not how long it has taken to get services installed, the issue is the lack of communication and blatant lies for calls/service installs.. On the 28th we were told “3 days for someone to come evaluate the property/call you to discuss scope and equipment needed, 5-7 days to install”. If someone would have told me “it’ll be 4-8 weeks for someone to get on site, inspect the property, and put together a scope of work proposal with pricing for the work” I would have said ok and not be calling in daily/searching the forums for help. Obviously when you’re told timelines and they come and pass you will be agitated and follow up to get an update.

All this being said, I’m extremely grateful you are tracking this now. We have been loyal XFINITY customers for a long time at previous addresses and hope to continue here. We just want clarity and some sort of update(s). 

so that I know for the future, what is the allotted “time frame” you alluded to in your message? That way I can stop calling for apparently false updates daily and missing work for no show appointments. This way if  you say it’s “4-6 weeks to be contacted by someone” I know if 6 weeks pass bye I need to call in or follow up here to get an update. Hope that makes sense and again, thank you for attempting to help on this.

XfinityEthan

Official Employee

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834 Messages

I agree that there is a lack of communication and that is definitely frustrating. This time of year I couldn't give a specific time frame with the holidays and the other factors in your area which is very busy. The goal is the end is to see what is going on and work on better expectations and let you know. I am sure we can get to the bottom of it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

@XfinityEthan noted, let me know what you come up with. I’ll keep my fingers crossed for the forthcoming call I was promised to have by end of day. If I don’t hear anything by the 18th of next week I’ll plan to follow up with you again until we can get some sort of update from somebody.

XfinityEthan

Official Employee

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834 Messages

Sounds good! We will be in touch for sure! We like to make sure you are taken care of.

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

Visitor

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5 Messages

@XfinityEthan  Following up - we did not receive any sort of phone call/contact from Xfinity like I was told we would.... Nor have we had anyone come out still.

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