eunhyea73's profile

New Poster

 • 

1 Message

Tue, Dec 22, 2020 12:00 PM

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?

Responses

ComcastJosephB

Official Employee

 • 

300 Messages

4 m 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. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

 • 

3 Messages

4 m ago

Wonder if you ever got the to dig?
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.

Regular Visitor

 • 

3 Messages

4 m ago

Well I did get another tech, but I got a very good direct comcast employee one! He ran my temp line and did all the other hookups and now all is working perfectly.
He promised to also get in touch with the dig people and have answer in 48 hours.
ComcastChe

Official Employee

 • 

6.1K Messages

3 m 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? 

 
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Official Employee

 • 

135 Messages

3 m 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. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

 • 

3 Messages

3 m ago

After calling agent yesterday who said he would own it, I have a crew digging right now!

Official Employee

 • 

100 Messages

3 m 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! 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

 • 

4 Messages

1 m 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.

(edited)

Official Employee

 • 

46 Messages

Hello there, and good morning! Thank you for bringing this to our attention through our Forums page, and thank you for your patience while awaiting our response. I understand that you are trying to get services set up at your new home, and with everything being so new with the new home, and the building of the new home, I can imagine how ready you are for some service to be installed, especially with everything that's been going on! Rest assured; you're with a pro, and I will be more than happy to help!

 

Before we begin, can you please send over your full name, and your full address in a private message, by clicking on the chat icon, in the top, right-hand corner? Thank you in advance, and I look forward to speaking with you through our private chat feature! 

 

 

-Tyler

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

 • 

4 Messages

1 m ago

@ComcastTylerJ i am trying to send u a Private Chat but it won’t let me find your user name

Official Employee

 • 

46 Messages

Hmm, that's definitely strange! I'm deeply sorry our new private chat platform is giving you some trouble. Can you please tell me what happens when you click on that chat icon, type out your message, and then hit send? -Tyler

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
jav6joev

Bronze Problem Solver

 • 

2.1K Messages

1 m 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.

(edited)

Visitor

 • 

4 Messages

1 m 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. 

jav6joev

Bronze Problem Solver

 • 

2.1K Messages

1 m ago

@bananagurl  In the To: field, don't type 'ComcastTylerJ'.....type 'Xfinity Support' instead....

(edited)

Visitor

 • 

4 Messages

1 m ago

@jav6joev i did thanks! i was just answering @ComcastTylerJ 's question. thanks again!

Visitor

 • 

1 Message

1 m 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.

New to the Community?

Start Here