Ownership and moving of Comcast Services to different utility pole

Good afternoon, @user_24bef7! Thank you for reaching out to us to let us know that this has been moved by utilities but there is still work needed to do to move our lines and pole as well. We appreciate you bringing this to our attention!

Let’s take a look so that we can work together to alert our technical field team of this.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• 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

@user_ce265b Hello, all I did was post my concern on this forum and it got picked up and over time it got worked almost to completion.  We still have the pole as the various utility companies kept on passing the buck, but eventually AT&T said they would help with pole removal.  From what I have been told where I live Comcast does not own the poles they rent. 

Hello, I still have a pole at the moment.  I was told by my local Comcast folks that they do not own poles so they pointed to the electric company or AT&T.  Eventually I got AT&T to come and offer help.  I will contact AT&T after the temporary connection still using the old pole has been removed (maybe by the end of this week).  All I did was post a message to this Customer Service forum and they have been pretty responsive. 

@bilgerat 

Has Comcast already moved their lines?  If so, Comcast has no further obligation when it comes to the pole.  Try AT&T.  I haven't looked at a pole in a long time, but they used to have a metal plate on them telling who owns it and a contract number.  Is there one on your pole?

Yes Comcast has moved their "main" lines, however to maintain service to our house they put a temporary line back to the old pole since that is where the conduit is to take the line under the driveway.  Then late last week a Comcast subcontractor buried a new line to the conduit and ran it through the conduit to the house exterior box, but did not have authority to hook it up since as he said it "they don't climb poles".  We have an appointment on Friday for the hook up and then nothing should be on the old pole after that.  The old pole has some metal numbers but no plate of ownership.  AT&T has offered to help when the pole is bare I hope they will follow through when I contact them.

Hey there, we can help you with that. Send me a peer to peer message with your name and service address to get started!

@user_9071ef I just started by putting a comment/question into the customer service forum.  The process worked pretty well but it takes a little time which was not a big deal for us.  I was please on how our whole situation worked.

I am glad to hear that you are pleased with how the whole situation worked, @user_9071ef! Do you have any additional questions or concerns that we can assist with today?

Good afternoon, user_805260. Please send us a Private Message with your name, the physical address, your best contact number, plus your email address so we can look into this.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• 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

Hello, @user_b26d83. Thanks for reaching out about needing help removing the cable wires from this utility pole. For future reference, it is better to submit your own post for help as it creates a ticket to get help, and sometimes posting on an old thread can delay getting help.

We definitely want to make sure the correct steps are taken and our Twitter team also has all the tools to do that (same as us) and I am confident they can make sure the work gets done as fast as possible.

Please send me a private message with your first and last name as well as your full service address by using the Peer to Peer chat icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow you to initiate the chat conversation.

@user_b26d83 it looks like a Xfinity rep has reached out to get things moving.  Their process through this forum worked for me and was not a burden so good luck I hope things go well for you.