vic49's profile

Frequent Visitor

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9 Messages

Thu, May 13, 2021 7:07 PM

Remove Improperly Installed Drop

First let me say I have 3 accounts. 1 recently canceled (after 10 days) in FL and 2 in MA. It is the recently canceled FL account I am referencing. It is a newly constructed home and I was told the subcontractor would have to return to install the line under my driveway and through my front yard over to where the side of the house. They instead came back and placed the cable in between the pieces of sod in my yard and ran the line 275 feet around the back of my home to get to the other side. The line is only about 1”-1-1/2” deep and was accidentally cut. Had I been here when they came to install the drop, I would have never allowed for such a long run at such a shallow depth. Upon discovering how they placed this cable and talking to neighbors that this happens repeatedly to, I decided instead of repairing the cut line to disconnect and cancel my account after only 10 days. I was told on the phone by a rep, that Comcast would be here to remove the drop from my yard and that since there was a 30 day money back guarantee, I would be credited the full amount on my bill since again, it had only been 10 days.  Neither the cable drop has been removed or my charges.  The line is a trip hazard and the bill says “past due.” I have called but can’t seem to get anywhere close to a resolution. 

Responses

EG

Expert

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87.1K Messages

1 m ago

Concern moved here for greater exposure to actual Comcast employees. 

Frequent Visitor

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9 Messages

Thank you. I appreciate it. 

EG

Expert

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87.1K Messages

Quite welcome !

.............................

Official Employee

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338 Messages

Hello and Happy Thursday, ! I hope you’re having a great week! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs! Going forward, I'm truly sorry to hear about the experience you've had regarding your FL account as this is never what we like to hear! It pains us greatly that we lost your business due to the drop ordeal however, I do want to make sure that you receive the full 30-day money-back guarantee along with ensuring the line situation gets taken care of ASAP! To get the ball rolling on this process, please send us a private chat message by selecting the “chat” icon on the top right side of our page and then using our singular Xfinity Support handle (not an agent name) to get started. Once you have started a chat message, please provide your name and the FL service address as it appears on your monthly billing statements. Thanks again for both your time and patience!

Frequent Visitor

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9 Messages

I sent a message to Xfinity Support as I am still being billed. The improperly installed drop line was removed from our yard and the modem was returned on day 10. Hopefully we will receive a full credit on the bill as we’re were advised would happen. 

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