1 Message
Urgent Resolution Request – Ongoing Cable Line Issues and Safety Concerns
I am writing to express my deep frustration and dissatisfaction with the ongoing cable line issues I have been experiencing for over a month and a half. The situation has become increasingly unacceptable, and despite my continuous efforts to resolve it, I am still left without a proper and reliable service.
Over the past several weeks, I have had no internet service for eight days, and the temporary fix provided is ineffective, with my internet speeds barely reaching 20mbps, making it practically unusable. I have had a total of 10 inside technicians visit my home, none of whom have been able to resolve the issue. Additionally, three outside contractors have been involved, but the problem remains unresolved.
The most concerning development occurred during the last visit by an outside contractor, when the technician carelessly pulled the cable line out of the ground, leaving it exposed in front of my neighbor’s property. This poses a significant safety hazard, and I am alarmed by the lack of urgency to correct it.
Over the course of this ordeal, I have made more than 20 calls to customer service, only to be met with false assurances and empty promises that the issue will be addressed. I have been repeatedly told that technicians will resolve the problem, only for the situation to remain the same. This Saturday, I have yet another technician scheduled to come, and I fully anticipate being told yet again that a supervisor will follow up with me, only for no progress to be made.
As someone who works from home, reliable internet service is critical to my livelihood, and I find it unacceptable that Xfinity has taken no meaningful action to resolve this issue. At this point, I will be seeking legal advice to explore my options for pursuing a formal resolution, as Xfinity’s failure to address this matter has left me with no choice but to take further steps.
I expect a prompt response and a clear plan for resolving both the technical issues and the safety concerns that have been caused by your negligence. Please let me know how you intend to resolve this matter immediately.
EG
Expert
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110.4K Messages
4 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBradM
Official Employee
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915 Messages
4 months ago
@jorgeabk40 Thank you for sharing your experience as that would be quite a frustrating situation to be exposed to an ongoing issue as you have described. Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. If you weren't aware, you have access to 22 million hotspots with your Xfinity ID and password for any emergency Wi-Fi situations. There may be a close-by option available if you needed, check out the hotspots near you. If you could please send me a DM with your first and last name along with your full-service address, we can get started looking into the upcoming appointment on Saturday.
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