1 Message
Vault installation
We signed up for xfinity service December 2023. We realized when we got the diy kit that our cable had not been run from our house to the tap. We had a service technician come out early January. He informed us that the overhead wires on the pole that our conduit runs to are not active. They had switched to underground but when the underground cable was installed on our street they missed installing a vault for our house. He put a ticket in for installation of the vault. It is now the end of March and nothing has happened. No progress at all. And no real communication. We have also been charged every month for service we have never had. We shutoff auto pay and now xfinity has “shutoff” our service. We’ve called customer support and chatted through the app and nobody knows what’s happening. They keep scheduling appointments for service technicians who can do nothing for us. We need the construction department to come out and install our vault so we can actually begin having service. It has been a terrible experience for us with this company so far.
CCKatie
Retired Employee
•
744 Messages
1 year ago
@user_6gqkrt I hate to hear that this has been your experience with us. You should always have the proper expectations on what to expect from this service install, and should not be charged for services you are not able to use. My team is dedicated to make sure this is resolved for you, and would love to do all we can to help make this right and make sure your services are installed as you need! Can you send us a direct message with your full name and address so we can take a look at what is going on?
To send us a message, just use the link provided or the direct message icon in the top right-hand corner of the screen. Then, click "new message", type "Xfinity Support" and select that profile to send us a message directly. We look forward to hearing from you!
0
0