Visitor
•
1 Message
Permanent line
On July 17th, Xfinity came out to dig the permanent line, but the line was cut and they did not dig in the correct location. They left without checking to make sure our Wi-Fi was working. Because of this, I had to call and have a technician come out the following day, July 18th, to reconnect our service with a temporary line.
Since July 18th, we have had a temporary line running across our driveway. I have contacted customer service several times, and every time I am given one of the same three responses: I am given a ticket number and told someone will contact me, I am told I have an appointment that day for someone to come dig the permanent line, or I am told it will be completed within two weeks.
This has now been an ongoing issue for over a month. Today, August 21st, I was specifically told someone would be coming out by 6:00 PM to dig the permanent line. It is now 6:30 PM, and no one has shown up.
At this point, I am extremely frustrated with the lack of communication and follow-through. Our Wi-Fi itself works perfectly fine, but that is not the issue. I am paying the full price for a service installation that has still not been completed, and I have had a long temporary cable running above ground across my driveway since July 18th.
I understand that issues can happen, but I need someone to actually take ownership of this situation and get the permanent line installed. I should not have to repeatedly call customer service, receive another ticket number or another promised date, and then have nothing happen. I am simply asking for the work that was supposed to be completed to actually be completed.
& I’d like to mention we have FIBER WIFI!! They dug on the side they did not have fiber…
EG
Expert
•
120.2K Messages
2 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
XfinityGabriel
Official Employee
•
3.5K Messages
2 hours ago
Thank you for bringing this to our attention. I can absolutely understand your concern, especially after dealing with a temporary line across your driveway for over a month and receiving multiple promised completion dates without a resolution. I am sorry to learn about this and the frustration this has caused. I also understand your concern regarding the fiber service. Based on what you've shared, it sounds like the crew may have worked in an area where the fiber line was not located, which would certainly explain your frustration, particularly given the additional delays that followed. We'd like the opportunity to take a closer look at the status of the line-bury request and any existing tickets to see what information is available. Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message, and we'll review the situation in detail and determine the best path forward. We appreciate your patience and want to help get this resolved as quickly as possible.
0
0