New Poster
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4 Messages
Xfinity has failed to show up at an appointment to bury an ethernet cable 4 times, how to get competent support to help
Hello,
We had an agent come in and change our cable over 2 months ago, with the promise that someone would come bury the cable - No problem there.
For the FOURTH time in a row they failed to show up. No explanation given and no apology. The last time we called support asked us to be looking for someone between 8 am and 8 pm. An entire 12 hours to wait at a window during a work day because apparently getting a text sent is too difficult, and they didn't even show up.
Chat support isn't helpful, the hotline AI isn't helpful and really, really buggy, the agents or managers on phone refused to provide an explanation, instead constantly changing the date. Absolutely nothing makes sense and the fact that we can't even get either a phone text or call the day of the appointment is pretty telling that there is a bigger issue going on.
I don't know if there is a glitch in the system, but this is unacceptable.
What do I need to do to talk to someone with the necessary cognitive abilities to schedule a real appointment for what should have been done 2 months ago?
XfinityBradM
Official Employee
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641 Messages
14 days ago
Hey there, @user_9m58no. It would be quite frustrating to have an expectation set and not a lot of details that follow. I would be in the same boat feeling at a loss with the appointment constantly being rescheduled without communication about it.
A lot of assumptions from my end without getting into your account as a disclaimer. Those types of appointments with all-day times frames, 8 AM - 8 PM, are typically a lower priority and will get a technician/crew assigned to the job when there is availability. Those jobs are usually completed within 14 days once the job is on the books and it is common to see the job rescheduled daily within those 14 days until the local team has the time to complete the job. When was the first appointment set?
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