Visitor
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7 Messages
Overhead Comcast cables are down
I have been trying for 1.5 weeks to get Comcast to repair overhead cables that fell down due to a heavy snow storm. I've tried online Chat, I've tried phone calls, I even went into my local Xfinity store and spoke with an Assistant Store Manager, Aubreanna Hauser at the Longmont CO store. She asked me to take pictures of the downed lines which I did and emailed them to her. No reply. I emailed them again, still no reply. In fact, I've emailed her everyday and still no reply.
My understanding is exterior cable repairs are handled by a 3rd party. I'm assuming this costs Comcast money and that may be why I can't get the situation resolved.
Any ideas on what else I can do to get these repairs done?
user_JosephC
Problem Solver
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369 Messages
4 years ago
Hello and Happy Wednesday, user_9c2d07! I hope you’re having a great week so far! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!
Going forward, I'm truly sorry to hear about the delays you're having in regard to the downed lines in question from the recent heavy snow storm. This is certainly not the experience we'd like for you to have and I'd now like to take a closer look at all the options we have to help remedy this situation ASAP!
To get the ball rolling on this process, please send us a private chat message by selecting the “chat” icon on the top right side of our page and then using our singular Xfinity Support handle (not an agent name) to get started. Once you have started a chat message, please provide your name and service address as it appears on your monthly billing statements.
Thanks again for both your time and patience throughout this process!
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user_9c2d07
Visitor
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7 Messages
4 years ago
I have a service number 052446321. That should have all the information needed. I do not want to go thru your chatbots again.
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Again
Expert
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31.4K Messages
4 years ago
@user_9c2d07 We don't have "chatbots" here in the Forums. @ComcastJosephW referred you to the chat icon in order to send a Private Message, which is between you and an Official Employee which is a live employee following up with you.
Within these "walls" we're all real live people, however, we may not answer immediately because of the volume of customers using this service, but you will be answered by a real person and not a chatbot. 😉
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user_9c2d07
Visitor
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7 Messages
4 years ago
I have told the same thing 3 times already and no one ever shows up at the property. How can I confirm this will truly happen tomorrow and what recourse to I have if they don't?
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user_9c2d07
Visitor
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7 Messages
4 years ago
As I feared, no one from Comcast or their vendor showed up to inspect the cable damage. I'm at a loss as to how to get the necessary repairs done to the outside cables.
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user_9c2d07
Visitor
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7 Messages
4 years ago
Still NO ONE from Comcast has shown up to even look at the downed cable lines. Situations like this is why Comcast has such a horrible customer support reputation.
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user_9c2d07
Visitor
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7 Messages
4 years ago
If I had not been told 4 times already that someone would be out "today" to investigate, I could accept the 14 day timeframe. If I could find someone to take a bet, I would make a bet that no one shows up within that 14 day window. Please prove me wrong!
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user_9c2d07
Visitor
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7 Messages
4 years ago
Well, I would have lost the bet. The technician showed up on a Sunday and got the issue resolved.
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user_dec99f
Visitor
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3 Messages
4 years ago
How is it even possible that a Comcast cable that's down in the street and across the sidewalk impeding car traffic can go unassisted for over 12 hours. I had to call our police to help put hazard tape across the area after reporting online and then by phone about the issue. What a joke when this morning I received an email from Comcast saying my issue had been resolved and I went outside to see the cable still laying across the sidewalk and street. No one has called or been out, this is horrible customer service and the police were not happy to have to deal with this Comcast issue. 12 hours and nothing is done.
Shame on Comcast that public safety means nothing, 14 days to fix a downed cable line that is impeding traffic and to be told numerous times that someone will be out when you know that's not true Shame Shame
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user_412abc
Visitor
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1 Message
4 years ago
I have had the same experience as this user. 14 days with no internet due to a storm that brought tree limbs down on the line. Limbs we’re cleared the next day, power restored quickly but xfinity giving me the same answers this person is getting. If you can’t make it out, just say so- don’t keep saying we will be there tomorrow…. It’s been a week of hearing this same message over and over and no one ever comes. The last message I received was that all the previous representatives were wrong and that nothing was going to happen until day 14…! If I ordered new service, I could have it up in 3 days but as an existing guy client, I need to wait 14 days? And I’m sorry but as bad as your 15 day policy is, it’s worse to be informed someone is coming the next day and it not to happen over and over again. Maybe start with your 14 day policy so we don’t waste each other’s time….
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