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xfinity support
Im having problems with my Xfinity installation. The next visit will make the 8th time Xfinity has been out to my house since they first arrived in December to install fiber.
1) The initial cable team came out in December and asked my permission to run it down my driveway I was very excited and gave them permission.
2) The prime contractor came out on January 1st to finish the install. When he got there, he determined they had never run the cable and he would have to put in a prebury order.
3) Fast forward a day or so and a comcast guy came out to my house to install the cable and determined he did not have enough fibre with him to do it and left.
4)Another day or so later a team from Panama City arrived to install the fiber cable .
5) Another day or so later the prime contractor came out again to finish the install. He got there and found that the cable had been run from the pole at the base of my driveway and had not been run from the utility pole on the road down to the one in my driveway and not only that what they did do was the incorrect type of cable. He told me he would have to have the prebury team come back out and redo it.
6)Fast forward another few days the same team from panama city was back out and ran the cable from the main utility pole all the way from the street access point to my house and it was the correct fiber cable this time..
7)My next appointment was on the 25th and a very nice new prime contractor came out to my house to finish the install and when he got there he was unable to finish because the line was dead and told me he would have to put in another prebury order.
I also think there was a missed appointment on the 6th that no one showed up for or at least I never saw anyone.
Ive been on Xfinity assistant several times to get this escalated (asked for a supervisor and didn't get one) called direct. My gut feeling on these interactions is that the agent in each case was more interested in getting me my free phone line than resolving my installation problem . One of the calls I broke down and agreed to get it then changed my mind and told her I was not comfortable giving out cc information over the phone and was not interested and then hung up. She called me back to continue to try and get me to get the free line. It just seemed very tone deaf to me where they put their focus on the phone line and not my installation problem.
This next visit will make the 8th visit Since December from Xfinity to get my internet installed. Will someone please help me resolve this? I am still extremely excited about getting High Speed internet but feeling at this point that the field teams do not have much conversation with each other so is it possible to get the prebury team and the prime contractor out at the same time ?
One extra note. The next installation appointment on Xfinity assistant is set for December 31, 2035 from 10 am to 12pm
Thank You very much for your time


EG
Expert
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115.7K Messages
15 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityDilary
Official Employee
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3K Messages
13 hours ago
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