U

Visitor

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2 Messages

Wed, Jul 21, 2021 10:53 PM

Closed

What does it take to get a new outside line installed

For the last two months I've been dealing with near daily outages of internet connection ranging from a few minutes of downtime to 5 hours. it is so frequent that I know exactly what location on what street to find the xfinity repair truck. I have even talked to some of the technicians and found out that the issue is a whole new line needs to be installed outside. right now there is a thin orange cable hanging on the outside of the lines patching the system. I work form home and this is starting to put a real strain on my professional life.

what does it take to get someone to fix this? The amount of man hours that have been spent on this thus far out weight the cost of getting a crew to do it correctly. if anyone here has an escalation path I'd love to hear it because phone support is worthless when it comes to this.

Visitor

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2 Messages

1 y ago

I'm having the same issue and I opened a ticket with the FCC. I have been appointed a Case Manager | Executive Customer Relations so it's a little bit less painful, but a pain nonetheless...

Visitor

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2 Messages

@slavatheshrimp

thanks for the response, I may have to take this action, if I don't get any real response to the email I sent them. 

Official Employee

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448 Messages

Hello, user_f9e301! Thanks for taking the time to reach out. That is definitely not the experience we want you to have.That's as unacceptable to us as it is to you. I'd be happy to look into this for you. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
EG

Expert

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95.1K Messages

1 y ago

Concern moved here for greater exposure to actual Comcast employees. 

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