Waiting for Installation

This has honestly been a nightmare. I scheduled an appointment to have internet installed at my new house mid December so I would be able to get an appropriate appointment. The appointment was scheduled for 1/11 at 12pm-2pm. Nobody even showed for that appointment. After waiting for a callback for an hour and a half someone finally called me to tell me the guys truck broke down and that Someone else was en route. That guy showed up around 5pm and told me I would need a bucket truck to get a cable run from the pole. He said that he put in the order for one and that they would come today and he would come back then to hook it up. Neither showed up and over the next two anxiety ridden days I spent over 8 hours on the phone with comcast and nobody will give me a straight answer. A technician is coming this morning but it’s going to be the same response because no bucket truck has ever come. I work from home and need to get back to work but I can’t do that without internet. I never thought that this process was going to be so difficult and I need it resolved today. What do I need to do here?

Responses

user_bb801b

Contributor

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167 Messages

3 years ago

Hey this sounds like an unfortunate situation but it's definitely not the norm. Everyone has trouble getting decent help nowadays including Comcast, so wouldn't put too much weight in the missed appointments. If this works for you, it may be worthwhile heading to the local Xfinity store and picking up a new gateway and streaming device and installing on your own. It's not all difficult and best part is its on your own schedule.

Considering you're posting, appears that finally you got online, but as alternative in the future, Xfinity store may be the most efficient. The Xfinity stores have really made an effort to improve customer service and most of the time not a long wait at the store where in the past it was practically a day trip.

Hopefully you're now booking down the internet highway passing all those other non Comcast users with blazing fast gateway throughput..

Just my .2 cents.

Thanks and good luck.

mathewsj1

Visitor

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2 Messages

@user_bb801b I have not been resolved I am using my phone to post this and if you had read my post, you would know that I said they need to run a cable to my house. I could hook up 30 routers in here and not get a single mb of internet in my house. I wasn’t looking for random users response I’m looking for a corporate response.

3 years ago

XfinityBillie

Official Employee

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3.3K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I would love to take a look at the account and see what we can do to help get your installation completed. I work from home and have 3 kids that use the internet for school, I completely understand how vital a connection is nowadays. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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3 years ago

EG

Expert

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110.1K Messages

3 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

Customer Service

mathewsj1

Waiting for Installation

user_bb801b

mathewsj1

XfinityBillie

EG

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