Greysen's profile

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2 Messages

Mon, Nov 2, 2020 5:00 PM

Please help me!!! - Worst experience ever (been over a month can't get new service cable installed)

Been trying to get a cable run to the house for new service for over a month.  We signed up for service and the equipment was sent to the house.  We also let Xfinity know that a cable from Xfinity had not been run to the house and was assured that the cable would be run and notes would be documented in the call.  We met a technician (mentor) at the house and he was surprised the cable had not been run.  He then took pictures of where to run the cable and tested the cable at one of the boxes and said the signal strength was good.  He estimated a 320 ft cable would have to be run and submitted an order with the pictures.  He was excellent and knowledgable.  After about a week we got another call to meet a technician at the house to hookup equipment.  We met him there and he determined again that the cable had not been run.  He again documented where to run the cable and canceled the first order and submitted a second order (not sure why).  After about a week we got a third call to meet another technican and the cable had still not been run.  We had a forth appointment but was cancelled by the technician this time due to no cable being run.  We have made so many calls to tech support and customer service I can't count.  During the last phone call, I was assured that the cable would be run by 11/2/2020 and the call was escaluted to a manager and that the call was turned over to the quality department to monitor the case.  After over a month the account is showing closed when I login in.  I assume it is being closed because the account is showing inactive due to equipment not being connected.  It was  reset when I called again but it is now showing closed again.  The screen says I need to pay $0.00 dollars to reset the account .  I tried to pay zero dollars and it says I can't.  I tried to pay $10.00 and the screen says it's larger than the amount due - will not accept anything. I have talked to so many people at Xfinity some good and some really bad.  Someone please help - I don't know what else I can do.   



Official Employee


2.4K Messages

6 m ago

Hi there, @Greysen,


We apologize for any inconvenience that this situation is bringing to you. Our team wants to do our best in helping make sure that the line is buried and your services are installed. 


Can you please private message me your full name and service address? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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