Xfinity no show to repair damaged cable, now they expect me to wait a week.

Day two of no internet and counting.

Hours of my time just to get a human who can understand that “turn the modem off and on” isn’t helpful when the cable run is physically snapped in two.

Finally I get a chat agent and they schedule a tech to come next day by 1pm-3pm.

No call no show - so I call back. 1 hour to get a human, then they spend the next 30 mins trying to get me to start renting a modem I don’t need and offering me “deals” on my service.

Finally they relent and keep me at my same rate. Still have to go through a half dozen forms and clicks before they’ll send a repair tech or. Next available tech is 5 days from now.

Anyone confident they’ll actually get me back to and running on Day 6 of no internet? Let’s see how it goes.

Responses

XfinityBenny

Official Employee

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867 Messages

23 days ago

@user_w6z20p Thanks for posting to the community. We know a missed appointment isn't fun, but we do have a way to get a sooner visit. Sign up for the Wait List here https://www.xfinity.com/support/articles/appointment-waitlist. It will help assign you a quicker spot if one opens up. Would you like for us to check the account and service remotely?

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user_w6z20p

Visitor

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2 Messages

20 days ago

Guess what? Despite providing clear screenshots showing the dangling cable and making it very clear on the phone that they needed to send a tech who could repair the line, the tech who showed up today simply snipped off the dangling cable and left.

Now there's another tech scheduled for tomorrow between 5am and 11:30PM - any bets on whether they'll figure things out?

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XfinityMarshante

Official Employee

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166 Messages

Hello @user_w6z20p, The technician that you had out today, did they run a new line to restore your services? The second appointment may be a special request to our maintenance team to address the line. Those appointments are usually all-day appointments. We can look into the second appointment to make sure the right one was set up to address the line issue. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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20 days ago

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user_w6z20p

Xfinity no show to repair damaged cable, now they expect me to wait a week.

XfinityBenny

user_w6z20p

XfinityMarshante

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