Visitor
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6 Messages
Urgent Complaint: Unscheduled Lawn Digging, Disrupted Service, and Safety Hazard
Dear Comcast Customer Support,
I am writing to formally express my deep frustration and concern regarding the unacceptable handling of my recent service issue. On Monday, I contacted Comcast due to frequent internet disconnections throughout the day. A technician was dispatched that same day, and while they were able to temporarily resolve the issue, they determined that a new underground cable was needed. I was informed that Comcast would contact me to schedule this work.
However, without any prior notice, I arrived home two days later to find my lawn dug up, my existing cable torn out and left lying across my property, and, most concerningly, my internet completely disconnected. This lack of communication and coordination is unacceptable. Moreover, leaving an exposed cable across my lawn creates a serious tripping hazard, posing a safety risk to my family and visitors.
When I called customer support to address this, I was met with an indifferent response and was simply told it would take several days before anyone could come out to fix the issue. As someone who works from home, reliable internet is critical to my ability to earn a living. The unplanned service disruption has caused undue financial and professional strain, in addition to the damage to my property.
At a minimum, I expect Comcast to:
1. Expedite the completion of this work and restore my service immediately.
2. Provide a clear timeline and commitment for properly burying the new line.
3. Improve communication practices to ensure customers are informed before any disruptive work is performed on their property.
4. Address the safety hazard and property damage caused by this careless approach.
This experience has been deeply frustrating and unacceptable for a company that prides itself on customer service. I request immediate attention to resolve this matter, and I expect a response outlining the corrective actions Comcast will take.
Please escalate this issue to the appropriate team and provide me with a direct point of contact for follow-up. I look forward to a prompt resolution.
XfinityMarcus
Official Employee
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1.5K Messages
3 months ago
user_d8f6a1 thank you for taking the time to reach out via Xfinity Community Forums. I understand you have a complaint related to a recent technician visit that resulted in digging on your property. I would like to get to the bottom of this issue for you in further detail. Can you please send me a direct message with your full name and complete service address to get started?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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user_d8f6a1
Visitor
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6 Messages
3 days ago
Subject: 6 Months of Unresolved Internet Issues – Broken Promises and No Accountability
Hi Xfinity Community,
I’m writing out of frustration after six months of unresolved internet issues and what can only be described as a complete failure in service follow-through. I’ve tried every available avenue—over a dozen calls to customer support, multiple on-site visits, and numerous reassurances—yet here we are, still without reliable service.
📉 The Ongoing Problem:
It started with intermittent disconnects (3–4 times a day), high latency, and degraded performance. Since then, I’ve had no fewer than 6 technicians visit my home. Every one of them acknowledged the same root cause:
➡️ The underground cable running across the street needs to be replaced.
One technician replaced our modem. Another said a permit had been pulled to dig and replace the line. Still, nothing has been done. The temporary bright orange cable is still strung across my yard—unsafe, unsightly, and unacceptable.
Worse, in February, a contractor dug up my yard without warning, severed our connection entirely, and left it disconnected for days before another tech was sent out to patch things together. Since then, we’re back to the same daily outages.
💼 The Real-World Impact:
Over two full weeks of work lost due to these service issues.
No offer of compensation for the downtime, despite clear proof from Xfinity’s own equipment logs.
No resolution timeline, despite being told repeatedly that someone was “on it.”
I’ve been respectful, patient, and transparent throughout this process. But as a paying customer trying to work from home and support a household, I’m running out of options—and trust.
What I need now is simple:
✅ A real timeline for replacing the underground cable.
✅ A serious escalation with someone who has the authority to get this done.
✅ A conversation about compensation for months of unreliable service and financial disruption.
This message is not about venting—it's about accountability. If a supervisor or case manager is monitoring these threads, please contact me directly or escalate internally. I am simply asking for Xfinity to do what it has promised to do, time and again.
Sincerely,
Charles L.
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