Visitor
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2 Messages
NO INTERNET CONNECTION FOR 3 WEEKS
My apartment has not had internet since 7th November 2021, which means more than 2 weeks now. We called the customer service many times but it seems like, after 2 weeks, nothing has moved. We had a technician come on Monday 11/15/21, he said there was nothing he could do as the problem was with the wire on the roof and he would make an appointment for us with constructors within 24-48 hours (which means around Wed 11/17/21). However, he never reached out back to us so I had to call customer service on Wednesday at night. The CS woman made an appointment for us on Thursday from 10-12a.m, but then on Thursday morning, the tech called me and said he was going to cancel my appointment and he would make an order for me with the constructor (Why until then he did it?). And then he never reached out to us again about the upcoming appointment with the constructor. On Sunday (11/21/21), I made another phone call and meet another CS, she created another appointment for me on Monday (11/21/21) from 2-4p.m. But then when the time come, nobody showed up and I had to call CS again. She said that the tech cancelled my appointment WITHOUT my NOTICE. CS called the technician and AT THIS POINT, he said that Xfinity cannot do anything and our landlord has to deal with the rewire. This is unacceptable behaviour!
I would like to know that when my problem will be resolved as It has been 3 weeks without internet and Xfinity seems like not moving with my case!
EG
Expert
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118.2K Messages
5 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.
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XfinityBrie
Administrator
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674 Messages
5 years ago
Hello @user_cbee56 and thank you for bringing this to our attention. I'm sorry to hear about the experience thus far, and we can certainly help out to the best of our ability. Xfinity, and other internet service providers, have a demarcation point which is the point where the responsibility between the providers vs. the home-owner/customer/property manager begins and ends.
Our demarcation point begins twelve (12) inches from where wiring enters the residence. Repair and maintenance of wiring outside the home, beyond the Demarcation Point, is the responsibility of Comcast except for where the wiring is owned by a third party, including, but not limited to, another video, telephone or data service provider. Any wiring in the home, or in this case on the roof, would fall under the responsibility of the home owner/landlord.
Technicians would be permitted to replace the wiring from the tap to the demarcation point where they are safely able to do so, and all inside wiring falls under the responsibility of the home owner. Regardless of who installed it, the Inside Wiring is the home owners property, or the property of whomever owns the Premises. If you do not own the Premises, contact your landlord or building manager about the installation, repair, or maintenance of Inside Wiring.
We are of course happy to credit the account for downtime of services or offer payment extensions as needed given the circumstances.
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