Visitor
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1 Message
To the official Xfinity employees monitoring this board:
What I Need: I need a physical cable extension from the main line to my house to activate my service, and I need immediate corrections to my billing.
The Problem: Your first technician told me I need a third-party contractor to run the cable to my house and allegedly created a Special Request Order (SRO). Since then, your support loop has been completely broken. The store shrugged off responsibility. Chat and phone agents are clueless—one phone agent found my SRO, but the next agent said it didn't exist. That second agent scheduled a new appointment for today, which your automated system canceled at the last minute with zero explanation or follow-up. I am currently without Wi-Fi and have no valid point of contact. To make matters worse, I was charged a $100 installation fee for a setup that never happened, and your agents have failed to waive it.
My Concerns: Your internal communication is non-existent. I am trapped in an endless loop with Tier 1 support agents who clearly lack backend access to track construction tickets or SROs. I am tired of waiting on hold for an hour just to talk to people who have no idea what the previous tech did, cannot see my account history, and make empty promises that your automated system immediately cancels. It is completely unacceptable that your company is actively billing me for services and installations that have not been provided.
What You Need to Do (I NEED THIS FIXED): I NEED THIS FIXED NOW.
Stop routing me to Tier 1 support and immediately dispatch the construction crew to run the physical line to my house.
I expect a direct message from an official employee here with the actual authority to track this SRO and act as a single point of contact until my internet is up and running.
Waive the $100 installation charge immediately.
Adjust my account so that my billing starts ONLY on the exact day you are able to provide me with a working internet connection, regardless of the fact that I picked up my equipment earlier.
EG
Expert
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119.8K Messages
1 hour ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAldrik
Official Employee
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2.7K Messages
22 minutes ago
Thank you for reaching out to us @user_minu! We regret to hear you’ve had such a frustrating experience. After being told a Special Request Order (SRO) was created, receiving conflicting information from different teams, having appointments canceled, and still not having internet service installed, I can certainly understand why you're looking for answers and a clear path forward.
In situations where an SRO is opened, those requests are typically handled by specialized field teams and can take up to 14 business days to complete depending on the scope of the work and scheduling availability. That said, we'd want to confirm the status of the SRO and ensure the correct work has been requested.
We can certainly make sure you are credited for the days services have been offline and review the installation charge. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
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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