Visitor
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1 Message
Repair Service for cable pedestal on easement
I have been trying to get a cable pedestal replaced since March 27, 2025. I first contacted the city to report it & was informed, if it was not their equipment, they would contact the company that services it directly. Well, nothing had been done by April 11, 2025, so I contacted Xfinity due to the exposed wiring & type of heat wrap used (CANUSA CFTV-1700 heat shrink tubing is primarily used in the CATV (Cable Television) industry. Specifically, it's used for providing strain relief and waterproof protection of coaxial connectors and cable splices. It's also used for mechanical cushion and waterproof seals for wire harnesses and cable hook-ups. Essentially, it's a standard for protecting connectors and splices in the CATV industry).
April 11, 2025 - Ticket opened #[Edited: "Personal Information"]with multiple follow-up phone calls made to Xfinity & scheduled repair dates no shows the ticket was closed as completed with nothing being done.
May 6, 2025 - NEW TICKET opened #[Edited: "Personal Information"]guaranteed that a technician would be out May 7, 2025 to fix the pedestal. Again a no show!
May 8, 2025 - called Xfinity & sent pictures of the damaged pedestal that was never repaired to Vicki at her Comcast email. She also guaranteed that it would be fixed & she would follow-up with me to ensure the work was completed. That repair & contact was never completed.
May 9, 2025 - I did receive a call from Jay in response to my contact with the Public Utilities Commission (PUC) for which he provided his desk phone number to contact him if nothing was done. He told me that a technician would be out to fix the pedestal & he would call me the following week since we were speaking on Friday.
May 16, 2025 - No repairs have been made & no response from Jay, so I called Jay's desk phone, that sounds like an AI generated voice, to leave messages on. I also contacted Xfinity to check the status of the second ticket. That ticket was also closed as completed with nothing being repaired. NEW TICKET CREATED [Edited: "Personal Information"]!!!!! I am only able to view the ECM tickets that are created based on the phone contact & closed as soon as the call ends. Why does your system not show the repair ticket information & tickets does it take to get one repair completed? Why does all your staff tell customers trust me, I guarantee the work will get done tomorrow between 8am & 8pm, & nobody comes out to repair the equipment?
XfinityMarshante
Official Employee
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82 Messages
2 days ago
Hello @user_muq8fy, Thank you for taking time out of your day and leaving us a post. I hope you are having a great day. I do apologize for the experience you have encountered with getting the pedestal fixed. I will be glad to look further into your concern and get this addressed.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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