AJ1981's profile

Frequent Visitor

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5 Messages

Wed, Dec 9, 2020 9:00 AM

No response from the Construction Crew for installation of TAP

I moved to a new location in Okemos and the service activation gentleman identified an issue and created a ticket for us. The issue was, there needs to be a TAP installed on my property and that could be done by the construction crew. Its been over two weeks since the ticket has been created and no one has reached out with any updates/ timelines. The customer care representatives are also unable to help because the construction crew seems to be a different team that does not communcate with representatives I have been talking with. 

Could you please help! As you might guess, work from home has been a challenge these days without internet. Also if there is anything I could do to help in getting the job done, please let me know.

Thank you 

AJ

Responses

Accepted Solution

Official Employee

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839 Messages

6 m ago

Great to hear @AJ1981

 

If you don't hear back in the next few days tops, feel free to direct message me and we'll take a look, one of our Digital Care reps may also be standing by to help based on the escalation

Official Employee

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839 Messages

6 m ago

I'll get this escalated, as the Digital Care team has construction contacts.

 

If you have a construction job, you most likely have a construction ticket that typically starts with "JB" followed by numbers. When you have ticket numbers, always provide them for the best service so they can be looked up. In your instance, frontline agents should be able to use P2 Plug to look up the ticket status for you, but they may not be aware that P2 Plug can be used to support you.

 

We have the goal of making tickets customer-facing, it's part of larger efforts. 

AJ1981

Frequent Visitor

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5 Messages

6 m ago

@ComcastJonathan 

thank you very much. Someone was here to install the Tap today and he informed that his job was done so now the activation team needs to set my internet up. I really appreciate such a quick action from your end. BTW, this is the new ticket (2020925) they/1800Xfinity created when I called them up to schedule a technician appointment. I believe I will need to wait until the technician calls me to schedule an appointment to come and activate the internet. 

AJ

AJ1981

Frequent Visitor

 • 

5 Messages

6 m ago

@ComcastJonathan 

 

Thanks for your help. I have my internet up and running at this time. 

best wishes, 

AJ

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