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nettyleigh
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Thursday, July 31st, 2025

Xfinity won't fix a safety issue

Submitted a request on Feb 28 2025 because of cables that have been hanging from a pole (Request number [Edited: "Personal Information"]).  Someone comes out finally, and says they have to send a team.  Months go by.  Second request on March 13 (request number [Edited: "Personal Information"]).  A guy comes out in a truck and says they have to send a team out.  Told him I've heard THAT before.  He reassures me that he will get a team sent out.  Guess what?  It's now July and STILL no one has come out.  Another request entered today ([Edited: "Personal Information"])  I assume it too will be ignored by the "team."  I assume it's going to take an injury or the whole pole falling before anyone actually does their job.  Xfinity has THE WORST customer service, bar none.

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3 months ago

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XfinityGabriel

Official Employee

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2.7K Messages

3 months ago

 

nettyleigh, Hi there! Thanks for taking the time to reach out. The last thing we want is for someone to get injured. I am sorry to learn about the delay. You've knocked on the right door in virtual land for help. Our team of experts is dedicated to resolving safety issues such as this. We are happy to help over social media. Can you tell us if you have services are also affected by this hanging pole? 

 

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nettyleigh

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3 months ago

So the [Edited: "Language"] continues.  Now up to my 4th request for assistance in removing a hanging cable.  This started in February.  now the request number (not that anyone at Xfinity is listening) is [Edited: "Personal Information"].   Managed by some miracle to actually get a live agent for a chat.  Very helpful.  This was supposed to be an expedited request.  Was ASSURED that a tech team, and not just a dude in a van, would be out on 7 August (yesterday) between 7am and 10pm.  Pretty big window to still not get anything done.  You guessed it....the cable is still hanging across my side yard.   Not sure if anyone from Xfinity actually reads these things but if they do, GET A TECH TEAM OUT HERE - YOU'VE HAD SINCE FEBRUARY!  And yes I'm shouting in cap letters.   This is a SAFETY ISSUE!   What is it about customer service you people don't grasp?

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nettyleigh

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And in answer someone else's frustrated question, it takes an act of god to actually talk to a human being.  I've been typing Agent and Safety Issue into the Xfinity so-called assistant to no avail.

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3 months ago

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XfinityDena

Official Employee

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3.8K Messages

@nettyleigh I am sorry for how your experience has made you feel. I am showing a work order is open to address this issue. I would be happy to follow up on this work order. 

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
 
 
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

 

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

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3 months ago

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nettyleigh

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Sent message.  I won't hold my breath for a response.

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3 months ago

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XfinityDena

Official Employee

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3.8K Messages

Thank you for sending the message. I have received it and responded. @nettyleigh

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

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3 months ago

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nettyleigh

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Thanks but understand that I have little confidence that this will be fixed until there is an injury.  I am to almost 6 months trying to get this fixed.  If the tech crew was supposed to be here yesterday, why weren't they?  It's outside so they don't need someone to be home.

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3 months ago

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nettyleigh

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25 Messages

3 months ago

I've now submitted my sixth request online to fix this safety issue.  It is [Edited: "Personal Information"].  Not that anyone at Xfinity gives a [Edited: "Language"].  I assume you are waiting for someone to get hung up on the cable and injure themselves before you actually do anything.

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nettyleigh

Contributor

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25 Messages

3 months ago

I am speechless.  Yet again, a guy in a van came out.  He is the 4th one to come out to "look at the issue."  I chatted with someone on the online chat who disconnected on me.  If this is what an expedited ticket gets me, it's clear now what just a regular ticket gets.  For the umpteenth time, stop sending a guy in a van out who is very pleasant but not qualified to fix a downed cable.  Send the tech team that was promised.  I was told they would be out two days ago between 7am and 10pm.  That was for "expedited ticket" [Edited: "Personal Information"].  Again this has been going on since February when ice and wind brought the cable down.  

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nettyleigh

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3 months ago

And I've send numerous Direct Messages.  So don't offer that as a solution, please.

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