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Horrible Handling of a Problem CR756661537

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Horrible Handling of a Problem CR756661537

First, I love Comcast Internet.  Which makes this all the more painful to write.


On Friday 1/12, my wife texted me that the cable lines that are attached from the pole across street to my house had snapped at the pole and were laying in the street.  I immediately called Comcast as I was concerned someone would drive by and get hung up, causing an accident and damaging my home.


Problem 1 1/12:  My call was answered and the individual advised me that a service technician would be at my home on Sunday 1/14.  I asked about the lines being in the street and was advised the technician would be there Sunday.  I had to explain, several times, the wires laying in the street.  Finally, the individual said someone would take care of on Friday.  Sadly, this did not occur as when I got home from work, several hours later, I pulled them off myself.  I would invite Comcast to pull this call as the individual who handled clearly was following "script" and was not hearing the issue after multiple attempts to avoid a larger problem.


Problem 2 1/13:  I get a Robo Call on Saturday, indicating that the problems in my area had been corrected and I may NOT need my service call.  I called customer service back and was told to try to reset my modem as it looks like the problem has been repaired....  I explained to the rep on the phone, I could see the wires still laying in my yard and that the wires had snapped at the pole.  We agreed to keep with the scheduled appointment for Sunday 1/18. 


Problem 3 1/14:  I patiently await the appointment, scheduled for the AM.  No one shows up, no phone call.  I call Comcast at ~11:30 AM EST and was told the technician noted the problem resolved on their end.  I look out my window, wires still on ground.  I advised of the problem again, wires blown off pole.  The individual apologized and credited my account $30.  Thank you for the offer, and I appreciate the thought, just want my internet and you can keep the $30.  At that point, the appoinment was rescheduled for Wednesday 1/17.  Not sure why it noted as "fixed" in system..


Problem 4 1/15:  Two Comast vans parked in my driveway.  Very happy to hear from my wife. No one knocks on the door, line not repaired.  Must be a coincidence that two vans would be sitting in the driveway at a home with a service issue and NOT take any action. 


Problem 5 1/16:  I get another Robo Call indicating that the problem may have been resolved and if I dont need the appointment, I can cancel.  I immediately call Comcast again to confirm tomorrow's appointment.  I am told that the appointment will need to be re-scheduled because the individual that was to come on 1/17 is an "In House" worker and they do not work on the poles.  I am thankful for this Comcast agent, but still upset.  We decide to keep the Wednesday appointment but also add a Thursday appointment for someone to connect at the pole. 


If you will notice, I did not include the impact on NOT having internet.  I will sum it up by saying my wife works remote, I work remote, and have had severe weather the last few days. 


This really is a no brainer service issue.  I simply cannot understand how something as easy as "the wire disconnected from the pole" has evolved to this level. 


Please take some time to review this complaint.


Thank you.


Re: Horrible Handling of a Problem CR756661537

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

I am not an employee.
Official Employee

Re: Horrible Handling of a Problem CR756661537

Hi rkd7510,  I am showing you are working with our Facebook team with this issue. If this isn't the case please let me know and I can review further for you.


Thank you