1 Message
Utility Pole Transfer
Trying to get Comcast to come out and move their lines over to the new pole. PG&E installed a new pole last year, and said Comcast Xfinity would have to come out to move their internet lines. It's been over a year now, and Comcast has not come out yet.
Accepted Solution
XfinityRay
Official Employee
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2.2K Messages
6 months ago
Good afternoon, CocaColaBottle. Thanks for reaching out and alerting us to the line that needs to be moved to the new pole. We can get this taken care of. We put in a ticket to our dispatch team to set up a visit to move the line. The ticket is closed when the visit is ready to go. The line team gets it from there and comes to move the line within 14 days.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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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EG
Expert
•
107.1K Messages
6 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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user_6fqmpj
1 Message
4 months ago
I have experienced the same failure by Comcast to move their cable-internet line from a damaged telephone pole which is dangerously leaning over in my front yard to the new pole which was expeditiously replaced by FPL who stated it was the responsibility of Comcast to move their line to the new pole in my yard. Comcast failed to move their line after I was informed both times I called them to complain that the line would be moved. The only action Comcast took was to send a customer service representative to my home to tell me that they received my complaint. I plan to find a point of contact with a regulatory agency to make a complaint about this dangerously leaning telephone pole in my front yard.
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user_zmj28p
3 Messages
1 month ago
I'm having the same problem with a decaying and leaning pole in front of my property.
After multiple chat and phone attempts with customer service to no avail, I wrote a snail mail letter to Comcast Corporate at:
Comcast Cable
One Comcast Center
1701 John F. Kennedy Blvd
Philadelphia, PA 19103
I then received a call from "Jeremy" with "Comcast Corporate Escalations" at a phone number that looks like Denver. I exchanged emails and phone calls with him over the course of two months to no avail. He assured me something would be done "in a few weeks" but it hasn't after 2 months.
Bottom line: Nothing has happened yet, 2 years after the new pole installed. The old pole is still there because Xfinity hasn't moved their wires. Jeremy is now unresponsive after I told him this was taking too long and asked him to simply call my local field office and speak directly with them.
This has happened with several new poles in my neighborhood. In one place an old pole was cut off and left dangling by a guy wire because Xfinity had never moved their wires.
Pretty severe, right? Not many options left besides
1) give up and ignore the old pole leaning over my property
2) complain to somebody like the Better Business Bureau (not hopeful)
3) write to my local new media outlets to try to have a story published (not hopeful)
4) Switch ISP to someone else (I don't watch cable TV). Doesn't fix the problem but at least I don't support a company that does this.
I'm amazed. Just amazed.
(edited)
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