Visitor
•
2 Messages
Please help!
Xfinity has sent technicians to my house twice, when I don’t need a technician for an internet issue. The problem is outside my home. In March (and it’s now May) a specialist was called out to fix the outdoor issue, which was that my transformer in my outside box at the edge of my yard is not working. The specialist ran an orange wire from 3 house down, that now sits across our yards and no one has ever come out to fix the issue and remove the line. It’s summer and my neighbors are getting annoyed that they have to move the line every time they have to mow. I called again in April and instead of sending a specialist, they sent another technician who said there was nothing he could do, but he’d let them know, Now, here in May, I called again and they said they would send out a third technician and charge me $100. (This person said he was a manager btw). I said I don’t need a technician, I need a specialist and the, so called, manager said if I don’t need a technician he couldn’t help me and hung up on me. It’s sad. I’ve been with Xfinity a very long time, but I may have to let the service go.
XfinityCliff
Official Employee
•
248 Messages
3 hours ago
Hi there @user_z6weh0 and thank you for reaching out via our Xfinity Community forums.
We can definitely understand how frustrating this situation would be, especially with the issue ongoing for this long and impacting your yard and neighbors. It sounds like you’ve been doing everything you can to get the right type of support out there, and this hasn’t been the experience you should expect.
We’d really like to take a closer look at what’s going on and help get this routed to the right team so the outdoor line and equipment can be properly addressed. When you have a moment, please send us a direct message* with your full name and service address, and we’ll dig into this with you and work toward a resolution.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
2
0