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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?
user_Ranallo
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4 years ago
I suppose I'm glad I'm not alone in having this issue. There seems to be a lot of miscommunication between the customer support and technicians and outsourced companies they use.
I just bought a new house, and learned only afterwards that the internet cables weren't connected to anything.
We had a technician come out and he said we needed to be connected to the nearby pole, he called his supervisor and left. No follow up or contact after that. We called again and a week later another tech was sent out. HE said that we couldn't connect to the pole because it would be 'too dangerous', and would have to get an underground cable installed. He also called his supervisor and then left. I checked online on the FAQ and it said that can take up to 14 days, but some people posted that it took over a month. The FAQ says that we can get a temporary overground cable run, but when I called customer support a few minutes ago the woman I talked to said she didn't know anything about that. She also said the reason in the ticket for not being able to connect to the pole and having to go underground instead had nothing to do with safety, but that there was no 'drop' in the neighborhood, and that a 'drop' meant a main connection to Xfinity. Which is ridiculous as our neighbors have Comcast.
I am current on the Xfinity assistant chat and got someone in the billing department, who transferred me to a 'dedicated department' for drop and bury requests. This agent says there are DIFFERENT technicians who handle drop and bury appointments, and will make me a THIRD appointment for one of those to come out. Will they know how to run a temp cable so I can get internet sometime in the next month? Will someone explain how my neighbor can have comcast and I apparently have to have a line dug for mine? Where ARE they running the cable from, if the pole does not have access? Why does this have to be such a production instead of the initial technician realizing that I should be connected to the 'dedicated department' for new cable connections right away instead of having to hound them for weeks? The world may never know.
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