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Underground Cable Installation
I just need some answers. A technician came into my home on November 18th to install a coaxial plug, just to say that we do not have any cables in order to install it, so he submitted a Cable Bury Drop request.
Although it said it takes up to 14 days, the official appointment was not set until December 18th (so an entire 30 days). December 18th rolls around and instead of a crew of technicians coming to install a cable and bury it underground, they sent a regular technician (the same type of technician to install a coaxial cable). When we called to demand answers, an agent said it was a miscommunication and sent the wrong type of technician (which makes 0 sense because I confirmed with 2 technicians on what type of appointment I was having a week prior), so they moved it to December 21.
I was able to get a technician to come on the 22nd. My plan was to have the underground cable installed on the 21st, then have the coaxial plug installed on the 22nd. The 21st rolls around and I wait all day, just for them to not show up. I talk to an agent and he is just as confused, promising that he’ll have them come the next day by 1:00 PM (as I had the coaxial appointment for 1:00 to 3:00 PM) and explicitly told me not to reschedule my appointment.
It is now the 22nd, and I decided to call an agent instead. When I chatted online, an agent told me someone from the advanced technical support team would call me in 30 minutes (and they didn’t), so I ended up calling a regular support team myself. An agent answers all my questions, and tells me that the agents I talked to yesterday (there were 2 as 1 disconnected in the middle of my conversation) did not have the authority to have the cable guys come earlier, as they were from an outsourced company. She told me she did not know why the company missed their appointment yesterday (the 21st) and that there’s a possibility they did not finish scanning the area (even though it was rescheduled for the drop bury to happen on the 22, but the water company came to make paint signs during my phone call, basically telling us they did not finish scanning the area). She told me there was no way of knowing when the underground cable technicians will come, and that she had no way to contact them.
This is ridiculous. The agent yesterday told me that he would urge them to come before 1:00 PM and told me not to reschedule my appointment, only for an agent this morning to tell them that they are not allowed to do that in the first place and that I would have to reschedule the coaxial appointment. So I had to reschedule for January 7th, which would mean we would have no wifi for another 2 weeks after having no wifi for a month and a half. Why can’t I contact the outsourced company to know when the underground cable workers are coming? Why is there a blatant gap in communication from the the cable workers, to xfinity, to the customers?
Although it said it takes up to 14 days, the official appointment was not set until December 18th (so an entire 30 days). December 18th rolls around and instead of a crew of technicians coming to install a cable and bury it underground, they sent a regular technician (the same type of technician to install a coaxial cable). When we called to demand answers, an agent said it was a miscommunication and sent the wrong type of technician (which makes 0 sense because I confirmed with 2 technicians on what type of appointment I was having a week prior), so they moved it to December 21.
I was able to get a technician to come on the 22nd. My plan was to have the underground cable installed on the 21st, then have the coaxial plug installed on the 22nd. The 21st rolls around and I wait all day, just for them to not show up. I talk to an agent and he is just as confused, promising that he’ll have them come the next day by 1:00 PM (as I had the coaxial appointment for 1:00 to 3:00 PM) and explicitly told me not to reschedule my appointment.
It is now the 22nd, and I decided to call an agent instead. When I chatted online, an agent told me someone from the advanced technical support team would call me in 30 minutes (and they didn’t), so I ended up calling a regular support team myself. An agent answers all my questions, and tells me that the agents I talked to yesterday (there were 2 as 1 disconnected in the middle of my conversation) did not have the authority to have the cable guys come earlier, as they were from an outsourced company. She told me she did not know why the company missed their appointment yesterday (the 21st) and that there’s a possibility they did not finish scanning the area (even though it was rescheduled for the drop bury to happen on the 22, but the water company came to make paint signs during my phone call, basically telling us they did not finish scanning the area). She told me there was no way of knowing when the underground cable technicians will come, and that she had no way to contact them.
This is ridiculous. The agent yesterday told me that he would urge them to come before 1:00 PM and told me not to reschedule my appointment, only for an agent this morning to tell them that they are not allowed to do that in the first place and that I would have to reschedule the coaxial appointment. So I had to reschedule for January 7th, which would mean we would have no wifi for another 2 weeks after having no wifi for a month and a half. Why can’t I contact the outsourced company to know when the underground cable workers are coming? Why is there a blatant gap in communication from the the cable workers, to xfinity, to the customers?
XfinityJosephA
Official Employee
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1.2K Messages
3 years ago
Hello, eunhyea73, thanks for taking the time to share this experience with us. I'm sorry you have continued to have trouble getting this work done and your service working ideally. I will be more than happy to follow up on your account and make sure we get everything taken care of so you can use Wi-Fi. Please click on my name and use the send message option to send a private message. If you can include your name, account number, and service address this will help us get started.
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rudsaki1
Regular Visitor
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4 Messages
3 years ago
I am in the same boat in Sacramento.
Order went in on dec 26th. In two days comcast came out an marked property and so did pg&e for gas line, then nothing.
This page shows that status:
https://www.xfinity.com/support/underground-cable-work/
After three weeks I called them and they promised dig last week, but no one showed . Called them to get a temp surface line which one agent said the first tech should have done. Techs show up , but think they are doing the basic inside hookup and they are not allowed to run temp line.
It is actually I'n their faq that they do this. They contact service and say they will dig on the 22nd between 8-10am. Of course no show. I call agent, oh they have to 8pm. I tell them they won't dig in the dark! They escalate and say maintenance supervisor will call in 24 hours. Nope. Call back and agent says they will be there Monday. Dashboard from above url does not change, but I'd do get text and email, but they look like regular tech visits. Agent says that is just the system, but she has written in the order that it is an underground dig.
We shall see.
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rudsaki1
Regular Visitor
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4 Messages
3 years ago
He promised to also get in touch with the dig people and have answer in 48 hours.
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CCChe
Official Employee
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6.9K Messages
3 years ago
Hi @rudsaki1, I'm happy we could get an awesome field tech out who took his time to make the necessary repairs to get this fixed. I wanted to check in with you to see if the line techs came back out to bury the line?
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XfinityDena
Official Employee
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2.1K Messages
3 years ago
Thank you so much for this update! I am glad to hear the crew is there to bury the line. I will follow up tomorrow to make sure everything has been completed.
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rudsaki1
Regular Visitor
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4 Messages
3 years ago
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CCAnna
Problem Solver
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874 Messages
3 years ago
@rudsaki1, I hope your day has been fantastic so far. I just wanted to reach out and make sure everything went well yesterday. If you have any further questions or concerns, please don't hesitate to reach in a private message. You can submit a private message by clicking my username and hitting send message. I look forward to hearing from you!
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bananagurl
Visitor
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4 Messages
3 years ago
I am experiencing multiple situations. We recently moved to a new build house. Went to an Xfinity store to move service and they were unable to find our address, store employee said he put in a request even gave me a new equipment. I clearly gave him my neighbors' address with xfinity (with their permission) to help the agent locate our address. After several follow up calls, agent on the phone told me a tech will be coming for installation only to find out he used my neighbors' address as my service address! I told him this and said he will rectify it. He managed to input our correct address to my account but my neighbors' is still there. Who can I call to help fix this? Same agent sent a tech for installation to our correct address only for that tech to tell us we don't have underground cable and he is not the person who can do it and sent a request. Said tech wasn't happy that I didn't know if we have underground cables already. My neighbors who are also new build and have xfinity didn't know about underground cables as well. I know it is not 14 days yet but I have been checking My Account and there is still no progress. My neighbor exactly across the street, also a new build, requested for xfinity service days after us and they already have service. Who can I talk to that can help with these concerns? Please help.
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bananagurl
Visitor
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4 Messages
3 years ago
@ComcastTylerJ i am trying to send u a Private Chat but it won’t let me find your user name
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jav6joev
Gold Problem Solver
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2.2K Messages
3 years ago
@bananagurl You can't send Private Messages/Chats to specific Comcast agents with the new Forum. They have Private Messaging disabled. You have to select 'Xfinity Support' and someone should respond. Maybe @ComcastTylerJ is watching that Chat queue.
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bananagurl
Visitor
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4 Messages
3 years ago
Thanks @jav6joev !!
@ComcastTylerJ after i click the chat icon, it asks to Type a person’s name and i can’t find your name there.
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jav6joev
Gold Problem Solver
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2.2K Messages
3 years ago
@bananagurl In the To: field, don't type 'ComcastTylerJ'.....type 'Xfinity Support' instead....
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bananagurl
Visitor
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4 Messages
3 years ago
@jav6joev i did thanks! i was just answering @ComcastTylerJ 's question. thanks again!
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user_cd17e2
Visitor
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1 Message
3 years ago
Having similar issues here with a move to new address. Apparently the new address doesn't have a strong signal from the street so a new underground wire needs to be run to the property. Been 7+ days without connection since the move last Saturday. A technician came out on Tuesday and said a specialist team would be sent out in 2-3 days to dig a new line. No communication on when the appointment would be done for the guys to come out so I chatted with an agent who said an appointment was scheduled for Friday and would be coming out between 8-10am. The window comes and goes so I reach out again and this time another agent tells me they've rescheduled for Sunday 1-3pm. Here we are on Sunday and nada. There's intermittent hotspot in this area so the alternative isn't great. If it'll take a month to get set up like one of the other users, we'll have to look for another ISP soon.
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King_Parzival89
Visitor
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3 Messages
3 years ago
I am having the exact problem with comcast. I just bought a brand new house. I had a technician come out on May 17th to hook up service they informed me a cable must be buried and ran to my house he couldnt install a temp line because the pole where the comcast lines are is directly on the other side of my neighbors house which she also had a he'll of a time getting them to run a cable from the pole to the house that that run is only 15 feet..... But I digress so he called his supervisor they created a ticket a a few days later someone called and set up a date for the line to be buried on JUNE 19TH WTH a full month after the initial service call. A week goes by and I get a phone call that a technician is being sent out again to the house the line still hasnt been run to the house why in Gods name are you sending a tech out to hook up if the line isnt there. Apparently the date that was set for the dig didnt work for the company and now nothing is being done. I have called and called and called and they are like we can create a ticket and someone will call you they never do I am at my wits end. I dont know what to do anymore
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