3 Messages
Urgent Complaint: Ongoing Issues with Internet Installation and Poor Service
I am writing to express my deep frustration and disappointment with the service I have received regarding the installation of my internet connection. I moved into a new construction on June 1st and have been facing continuous issues ever since.
When the technician first visited on June 1st, I was informed that a cable needed to be run to our home. I was assured that a team would come out within 3-5 business days to complete this task. A few days later, I received an email stating that our utilities were to be labeled, which they were. However, after waiting until June 12th without any further communication, I called for an update. I was then informed that the follow-up to dig the lines had never been scheduled.
A customer service representative scheduled an appointment for a technician to come on Sunday, June 16th (Father's Day), between 8-10 am. Despite receiving multiple text messages confirming the appointment and a message at 9 am stating the technician would arrive shortly, no one showed up.
After waiting a few hours, I checked the Xfinity chat bot for updates and was told the technician was parking and might be working outside. By 1 pm, with no additional information and no signs of any Xfinity vehicles, I contacted customer service. I was shocked to learn that I did not have an appointment that day and was, in fact, waitlisted. Additionally, no one could provide a timeline for when the line would be laid or even confirm if the initial work had been completed.
The lack of communication and coordination between your departments is deeply concerning. I spent my Father’s Day waiting for a technician who was never going to arrive, and the dismissive attitude of several customer service representatives only added to my frustration.
To make matters worse, a representative has now scheduled another appointment for a technician to visit my home on Friday, June 21st. However, since it is still unclear if the line has been laid, this appointment might be a complete waste of time. This new appointment also requires me to take time off work to be home, and it might all be for nothing.
It has now been nearly three weeks without internet, which is critical as I work from home. I am extremely disappointed with the service provided and the lack of clear communication regarding the status of my installation.
I request immediate action to resolve this issue and a formal explanation for the repeated failures in service and communication. I also expect compensation for the inconvenience and time lost due to this unacceptable situation.
I look forward to your prompt response and resolution.
XfinityThomasB
Official Employee
•
1.9K Messages
10 months ago
Hello user_427jhj
Thank you so much for reaching out to get us in the loop to help. First, congrats on the new home! That is always very exciting. We greatly appreciate all of your time, I am a dad myself and had a pretty unconventional Father's Day, I feel your pain my friend, haha.
Our team is based out of our corporate headquarters, so we have a lot of resources at our disposal. We want to help provide some clarity to the process and what to expect. I have been out with a few techs doing new connects and know how interesting these situations can be. We do not control the build of the properties and the connection infrastructure can vary widely from different contractors.
Typically, when our techs come to set up service for a new location our techs will check the node, the tap and then the receiving property itself. Each of these legs of the signals flow are crucial and unfortunately not always connected with new builds as they are usually fired up typically in batches of 3 properties. The process normally could be delayed if these feeding systems require attention and maintenance. To be honest, 30 days for new build construction is not out of the norm depending on the logistics locally. I included a great link to our corporate website FAQ here below that details the process. Anytime I have a customer that is moving to new construction, I aim to prepare them for the process as building a new home is fantastic, these normal delays can make it a challenge.
https://www.xfinity.com/support/articles/underground-wiring
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