Visitor
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7 Messages
TERRIBLE WORK IN SWEETWATER, MIAMI
They installed the cable. They didn't even know where the junction box was. To make matters worse, they ran the cable outside the property, leaving it on the sidewalk. We called to report it. Six technicians have come during our work hours, left, and nothing has been done. They even came to install the router, which I ended up doing myself. It turns out that in the Miami area, they subcontract so-called technicians who are more than just technicians; they leave much to be desired. I've never seen such mediocre work. After 15 days, the cable is still lying there with no one doing anything. Until someone falls and, of course, sues, or until the neighbors cut the cable, since it runs right past their patio doors. I already wrote to them saying that if they hired me, I would show them how to do a professional job. I'm a marine electrician, and this kind of work is very common in my line of work. It feels more like I'm in a third-world country. The last so-called technician was a very old and very dirty man. AND THEY CALL THEMSELVES PROFESSIONALS!!!
XfinityMarshante
Official Employee
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1.3K Messages
7 days ago
Hello @user_03rcnm, thank you for taking the time to leave a post. Sorry for the frustration and inconvenience this situation has caused. Having a cable left across a sidewalk for more than two weeks, especially after multiple technician visits and repeated attempts to get the issue resolved, is not the level of service we want for our customers. We appreciate the detailed feedback you've provided regarding the installation and technician visits. Your concerns about the cable placement, workmanship, and overall experience are important, and we'd like the opportunity to review what has occurred and help get this properly addressed. So that we can securely access and authenticate your account, please 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. We'd be more than happy to look into this for you. You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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user_03rcnm
Visitor
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7 Messages
7 days ago
My name is <Edited: Personal Information>
They said they were coming yesterday, but no one showed up. Today another technician called saying he was home, but no one was there. This would be the ninth time. We've already told everyone who's come that we work. No one is home in the mornings until the afternoon or on weekends, but they keep coming. We don't understand why, if the work is outside, they need to be inside our house. In that case, wouldn't it be more important to start working outside, where the problem is, instead of waiting until someone is home? As I said, I also do installations, and I assure you the job isn't that complicated. We, in particular, don't have a problem. The problem would be Xfinity's if someone or a neighbor tripped over that cable. My wife, to prevent something like that from happening, has to move the cable toward the fence every morning. But the neighbors move it outside because it's right in front of their patio doors.
(edited)
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user_03rcnm
Visitor
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7 Messages
5 days ago
Well, I can give you my information and address again. I don't know if you'll agree with me, but it seems illogical that every time I speak with someone from the same company, they ask for the same information I've already given several times. Or maybe the internal communication system isn't well organized. Excuse me, but I'm just pointing this out. As for the cable outside my house: That's starting to sound like something out of a movie. Yesterday, Wednesday, July 22nd, during working hours, they were calling me again about the same thing. Actually, I'm not frustrated about it. I don't have a problem because I personally installed the router and I have internet. The problem I see is directly Xfinity's responsibility due to shoddy work by a technician or contractor. I'm not saying all of them, but judging by what I see, they pay some poorly trained personnel for this job. I'm an electrical, electronics, and advanced naval systems technician. It wouldn't occur to me to send someone without proper training to run cables inside a ship. The person who did the installation told my son to give him a good review since he had done a good job. When I got home and saw the mess he'd made, well... The second-to-last technician who came to the house spoke with me, and I gave him some suggestions on how to run the cable. I'll gladly repeat them: Option 1: Run the cable flush with the ground in front of the house. This would use fewer resources, and the cost and effort of breaking anything would be less and practically imperceptible. Option 2: Run it between the yards, crossing through the houses and securing the cable to the second-floor cornice. The cable would be exposed, but not as much. Option 3: Run it through the attic. This is a bit more complicated. Option 4: Bury a conduit in the lawn area and run it under the sidewalk, at the point where the junction box exits and the yard enters the house. This last option would require significantly more cable, but it wouldn't leave the cable exposed and would be easier to repair in the future. In short, there are many ways to run a cable without leaving it on the sidewalk. Honestly, I've never seen such unprofessional work. What makes this whole situation even worse is that they keep sending technicians, asking the same questions, explaining how they'll do the job I suggested, and in the end, no one has done anything. It's shameful... As I said, this isn't my problem; it's Xfinity's responsibility. My concern is that I wouldn't want an elderly person to fall or for my wife to have to hide the cable every morning to prevent an accident. All because of a very poorly done job that they haven't fixed. Furthermore, this whole discussion or communication shouldn't be with me. It's an internal matter for you. Thank you...
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user_03rcnm
Visitor
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7 Messages
7 hours ago
Hello:
The technicians called me today, Tuesday, July 28, at 8:00 AM. I explained to them—yet again—that we work. I told them to go ahead and do the job. I suggested that the best, easiest, and quickest way is to do it from the front of the house. In my opinion, they can do the work outside, and I’ll handle reinstalling and connecting the router inside; that’s not a problem. But please, could you just finish the job without dragging it out so much? My son called Xfinity to complain again and told me that someone came out on Saturday the 25th just to "take photos"—I think about three technicians have come out to "take photos" by now, yet the work still hasn't been done. I don't know if they'll finally do it today. It’s incredible how a job gets dragged out like this. In my own line of work—just as a recommendation—I take photos first, then do the work and finish it, and finally take photos of the completed job. That’s it. In my opinion, it’s better to just get difficult or awkward jobs done and over with. My question—and what baffles me—is: how much time, manpower, resources, and wages have been spent on something a single technician could have done in one morning? The Xfinity I used to know wasn't like this...
Forgive the comparison, but the way you're working reminds me of Miami-Dade County. Don't let standards slip; don't lose your reputation.
Thank you, and have a good day.
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user_03rcnm
Visitor
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7 Messages
4 hours ago
They asked if I was home. I told them we were all at work. The thing is, for four Saturdays in a row, they’ve said they were coming but never showed up. Then they call on weekdays when no one is home. What I don't understand is why they need to come inside the house if the work is outdoors. I already explained that, in my opinion, it doesn't matter if no one is home; they can do the outside work, and then I can handle the connection inside. In the end, I installed the router myself.
They left again today because they claim someone needs to be home and—get this—*I* have to talk to the neighbors to get the cable run. Honestly, that last part isn't my responsibility.
That issue with the exterior cable is Xfinity's problem; I don't understand why they're asking me to talk to the neighbors now.
Well, after all this trouble, we need to know what you plan to do. Are you going to fix it or not? If not, we’re thinking about cancelling the service, returning the router, and switching to AT&T or T-Mobile. After all, those companies have coverage in the area too, and we’ve been customers of theirs before.
My son has even thought about posting about this on social media. I told him to wait, but this is really getting out of hand...
Honestly, a simple job that should take 3–4 hours max has turned into a nightmare. It’s incredible: a job that a single technician could handle has been looked at by 12 different people, yet none of them have done a thing. To top it off, they’re all getting paid for nothing. You’re just throwing money away.
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