Community Forum

Burying cable line

dholt25
Regular Visitor

Burying cable line

I switched to xfinity on July 2020. 4 different techs came to my house and told me they were the wrong department to connect my service.  Finally after a month of no service (which I was still charged for) one tech came out and while he was the wrong department also, he took some initiative and called to get clearance to complete the install.  However, he was unable to bury the line.  I was told by the tech and the techs supervisor over the phone that the line was scheduled to be buried within two weeks.  It is now the end of January 2021 (yep that it 6+ months) and my line is still not buried.  Additionally the line that was installed was "temporary" and extends over my neighbors driveway and he can't pull his high clearance vehicle down his driveway because the line is STILL blocking his drive after 6 months.  I have called customer service many different times and I have 14 different "ticket numbers" that are supposedly to get the line buried.  Everytime I call in they tell me that they don't have any notes on my account.   Can I please get some assistance with getting the line buried. You guys were very persistent when trying to get my business and now that I have signed with you guys It’s like whatever. @comcast

ComcastMorgan
Official Employee

Re: Burying cable line

Hi, dholt25. Wow! That is a very long time to wait. We are so very sorry for the inconvenience. We want to help you get the line buried, you came to the right place for help. To get started, please send me a PM with your first and last name so we can go from there.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 

Thank you!


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dholt25
Regular Visitor

Re: Burying cable line

You guys were quick to respond to my public message asking me to submit a private message to get this resolved.  I did as requested within 2 days.  Now I have not heard anything from my private message in over two weeks.  Continued amazing customer service! #sarcasm

ComcastGabe
Official Employee

Re: Burying cable line

Hi, @dholt25! Thank you so much for your patience while waiting for a response. I am sorry to learn that we have not provided a solution in a timely manner. As a customer myself who needed my line buried before, I can understand the inconvenience that this can cause you. We will do all that we can to rectify this experience. I have now responded to your private message and will continue assisting you from there. Did you happen to receive that private message on your end?


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dholt25
Regular Visitor

Re: Burying cable line

I need to update the ongoing saga.  After my most recent post several weeks ago I had two supervisors from the line drop teams reach out to me.  Both were very apologetic and assured me that now things would be taken care of because they had been assigned the case.  One supervisor who is in Colorado indicated that he was sending a local supervisor out to assess the situation.  The local guy came out the next day, agreed that the line needed to be buried and asked for my neighbors contact info to get permission to bury the line.  He called me back and told me he had talked to the neighbor and that everything was a go to get "an emergency blue stakes" out the next day and then have the line buried on Tuesday or Wednesday of the following week.  Both supervisors provided me their business cell numbers to call "anytime" and they would immediately get back to me.  Well we are now three weeks later, blue stakes has NOT been to my house, my neighbor has asked me several times why the line has not been buried when he was told it would be by the supervisor, and yep you guessed it, the line remains in the same spot it has been for almost 8 months.  I have called the cell numbers of both supervisors twice and left messages for both and amazingly (ha, ha) neither of them have called back.  Contined great customer service from xfinity!  I am currently looking at options to replace them as my provider this is absolutely a joke. @ComcastGabe @ComcastMorgan @poorcustomerservice

 

ComcastAmira
Official Employee

Re: Burying cable line

@dholt25, we can't apologize enough for the delay in getting this line buried. We do not mean to cause you any inconvenience or frustration, and we are just as eager as you are to have this line buried as soon as possible. I know you stated that the techs provided you with a timeframe in regard to when they would be out, but due to water conditions, the line bury may be delayed. I would love to further check on this and continue working with you in our private message, so I will send you a message there. Thank you! 


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