LaAbeja's profile

New Poster

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2 Messages

Thu, Dec 10, 2020 6:00 PM

Poor Customer Service

I went to extreme lengths to make sure I did NOT have my phone or internet cutoff from my old provider before Xfinity installed new equipment, both to the house and inside of it. I was promised, repeatedly, by multiple people that couldn't happen. My phone and internet was then cutoff before Xfinity had installed new equipment.
I couldn't get a response from you for days, despite hours of attempts and assurances by your service reps they were going to come out and install equipment right away. Once the second set techs sent days later did not do the job they were sent out for, I had to install wires myself. The first guy said the wires were already installed (he obviously did not look at the house. We had NO coax cable inside the house nor have EVER had Comcast connected to it), the second guy said he couldn't install the cable in the house because we had a phone wire and he didn't want to damage it or go near it, though it was turned off and we had no phone for 3 days at this point) he also wouldn't connect the pole to the house because we had no coax in the house!  After I did the inside wiring myself, when a competent installer finally arrived to do the last bit, I was already out several days of work and many hours of frustration.  I have spent HOURS on the phone with reps who say they apologize for my inconvienince but have done nothing to make right a waste of my time, the lost work my wife and I suffered,  and the extreme frustration we were put through. This is no way to do business.

Responses

Again

Expert

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25.8K Messages

6 m ago

@LaAbeja 

While getting connected was frustrating to say the least, you should probably complain loudly to your old provider for disconnecting your service before you had your Comcast installation secured.  There isn't anything Comcast can do about your old provider not following through on their end and they are ultimately responsible for your lost wages.

 

And, FWIW, Comcast doesn't do inside wiring.

Regular Contributor

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215 Messages

6 m ago

@Again  If they don't do inside wiring then why exactly did almost all the techs we've had here "run a new line" from the pole into the house as a possible solution to any issues we've had?

 

Or are you saying that they don't do this specifically since the pandemic began? Because that might be true. But as I said above we have had more than a few new lines run into the house in the past.

EG

Expert

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87.2K Messages

6 m ago

They do maintain the drop line from the pole to the demarc point / grounding block. They do not do internal / wall fishing wiring.

dcfox

Regular Contributor

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332 Messages

6 m ago

In my case but it was 20 years ago they did run the wiring outside under or along in some places the siding and put an outlet in 3 rooms. But guess they do not do that anymore. Yea wasn't the best setup but I had no inside the wall cable. It was a retrofit.

Regular Contributor

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215 Messages

6 m ago

They actually did put in/replace a wall outlet in my TV room downstairs about 2-3 years ago. This was after running a new line from the road into the house. The same tech even ran a second new line in, though that one was not finished with the connectors.
ComcastAmir

Official Employee

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6.3K Messages

6 m ago

Hello LaAbeja, the information that (Again and EG) shared is correct. We do sympathize with your situation but it sounds like the old provider dropped the ball on this one. In any case we DO NOT wall fish cable inside your home anymore, however we can provide coax cable if needed. Feel free to reach back out to me here or via private message if you have any further questions or concerns. 

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