Jfriant's profile

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Thu, Nov 19, 2020 3:00 PM

Terrible Service Re: Damage Claim

Sunday (11/15) we had a windstorm in our area that caused a cable line to come loose and droop across the roadway between our house and the service pole across the street. It was low enough I was concerned a tall vehicle such as a truck or construction equipment would contact it and reported it immediately. Come Monday morning the ticket I submitted was closed with no resolution. I called and reopened the ticket to have someone come fix the issue before it caused more damage and was told someone would be out that day (11/16). No one came, so I called again that evening. Still no one came. Tuesday morning a bucket truck contacted the wire and tore not only the cable but our electric mast off the side off our house. I called Tuesday morning to report this now emergency condition and damage and was told someone would be out that day to replace the broken cable line AND assess the damage claim. Two separate tickets were entered. Late Tuesday evening someone came to replace the line but no one assessed or fixed the electric mast damage. I called again on Wednesday (11/17) when still no one came and was told that no damage claim ticket had been filed and that if one was filed now it would be up to 3 days to hear back. Because this is an unacceptable response, I am hiring an electrician to perform the repairs out of pocket and will be billing Comcast for the cost of the repair. Please let me know who I can speak to so that I don't have to go through the BBB or a legal claim.



Official Employee


2.9K Messages

6 m ago

Greetings, @Jfriant! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I certainly apologize to hear of the issues you have been running into when trying to get this damage taken care of. This is certainly not the experience we want for you and would like to see what we can do to further assist you. Can you please send me a PM with your first and last name as well as any ticket numbers so I may further assist you?


To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

I am an Official Comcast Employee.
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