Technician “no show”

Comcast incident 6/12/24

I was out of town on Monday when my wife contacted me to tell me that our Internet service was not working since both she and my daughter work out of home. After checking, they found that there was a unit in the basement (a one input/four output distribution amplifier powered by AC that was installed by Comcast about 14 years ago) was buzzing and they had lost both cable and Internet services. My wife called Comcast to explain the problem and the best customer service do after two calls was offer them a technician call two days later, even though they understood that two people were working out of the home and that they had no Internet access. As a result they had to work in the public library to complete their workload with insecure internet service.

By the way we have been Comcast customers for over 30 years and pay over $300 a month.

There was no concern with any agent to try to expedite this into a more urgent incident and escalating the ticket for a service call the same day or even the next day.

Our appointment was scheduled for Wednesday the 12th between 12 and 2pm

and my 32 years old daughter took the day off (from being forced to work at the library) and waited for the service technician to arrive. No one arrived  in that timeframe. She then contacted me since I was out of the home, I called Xfinity and they told me the technician had arrived at our home and found a child answering the door without an adult  in the home and left the property without performing the work. We do not have a child in our home and after contacting all my 14 neighbors all on our street no one ever saw an Xfinity employee on our street or approach anyone’s home.

I called and spoke to four different representatives, even senior representatives to expedite the service call and have a technician make a recall and they had no access or authority to get in touch with dispatch and changing a schedule so we had to reschedule yet another appointment for  the following day Thursday June 14th between two and four. Again, my wife and daughter have to work at the public library!

The technicians (employee 7192) excuse is extraordinarily questionable since if they had encountered a child answering a door without an adult in the home, which was obviously not in our case truthfully they should have contacted 911 to alert authorities that a child was alone in a home without supervision.

I’ve been contacted multiple times by senior customer service customer representatives as well as executive assistants to the senior VP of customer experience Mr. Karinschak and no one at any point has anyone given me any explanation as to why we were given the this poor excuse for a missed service call and not ever given a reasonable and sincere apology. Just the generic “I want to assure you that I am fully committed to addressing your concerns to the best of my ability”.

The Senior aide to Mr. Karinschak called me today after finally getting a tech AND a local manager to fix the issue who apologized with no real explanation. The “Senior”  aide to the Sr VP of the Customer  Experience offered me a $30 credit!!!! Totally insulting.

Not even a follow-up.

As soon as another cable/internet provider is available in my town I will be done with Xfinity.

Love to hear from more frustrated Xfinity customers.