I am having the worst time dealing with Comcast regarding the subcontractors they hired to bury my line to the house. A few months ago, they buried the line BEFORE the utilities were marked. They also broke 2 of my sprinkler pipes in the process and didn't tell me. They left quite a crevice and ridge through my grass and the cable was only about 6" down in the ground. They couldn't come back to fix the pipes for another 3 weeks after I discovered the flood, so I fixed them myself and settled for a credit to my account ($50 - not nearly enough for the hassle). Now, this past week, we are having some concrete work done, and guess what? They severed the Comcast line because it was not deep enough. An Xfinity employee came out a few days later (Sept. 13th) and did a temporary fix for us, but he said he would have to put in an order to bury a whole new line because Xfinity wants an in-tact line for future repairs, expecially since it will now be running under our new concrete being poured this week. But the problem was that the subcontractors couldn't possibly come to do this for another 2 weeks at least, and we didn't want to put off pouring concrete. He said they would just dig under the concrete and then break a hole in our BRAND NEW concrete by the house. That did not sound ideal, so we asked if we could put in a pvc pipe under everything so they wouldn't have to dig or break anything. He said that could work, but didn't think it was worth the hassle. We definitely thought it was better than having these incompetent subcontractors breaking our brand new concrete, so, the next day, we went out and bought 2" pipe for 40 feet of an access pipe that Comcast could use once our concrete was in (about $90). We spent several hours last night (Sept. 14th) digging and burying it, and we ran a rope through so they could use it to pull their cable and conduit through. I got a text this morning at 10 a.m. from Comcast saying that the utility company would come mark everything some time in the next 3 days and then they would schedule the actual dig. I was just hoping that they would just be able to use the access pipe we provided instead of boring under the concrete. I went out at 11 a.m. this morning (Sept. 15th), and found 2 subcontractors fixing and burying the broken line. They weren't due for another 2 weeks. They came before the utilities were even sprayed. Comcast didn't even know they were here! They didn't think they needed to run a whole new line and only wanted to repair the old one. I told them the Comcast employee said the order was for a whole new line. They said he didn't know what he was talking about. So they ignored an actual direction from a Comcast employee who put in an order for an entirely new buried line with no splicing. They were done in about 15 minutes and left with no way to contact them. So we have wasted $90 providing an access pipe for a new line that probably isn't coming. Comcast has been no help. They have no idea why their subcontractors have jumped the gun 2 times now at my house by not waiting for the utilities to be marked before they work. The agent I spoke with defended them saying the subcontractors would know if the line needed to be spliced or replaced. I countered back that they only know how to bury the conduit. They don't maintain the cable inside or run new cable through it if necessary. The point of the conduit is so that Comcast technicians can run a new cable through it if necessary. If the Comcast employee said it needed to be replaced, I would trust him over the subcontractor. Also, the actual order was for a new line, so the subcontractor shouldn't be improvising. Comcast couldn't give me the name of the subcontractor so I could contact them. They just said they would call me in the next 24 to 48 hours. Even if they do, they are not on the same page as Comcast when it comes to repairing the line or replacing it, so what good will it do for me to talk to them? Comcast needs to straighten this out and get this done the right way! I'm so disappointed I could scream!
Thanks for using the Xfinity Forums. Sorry to learn about your sister's experience. If she is still in need of assistance with this situation, please ask her to create a profile and a public message, and we'd be happy to help remedy this situation however we can.
@CMandBM, I'm sorry about the experience you've had. This isn't what we want. If you still need assistance, please send me a private message, and I can assist you. To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address.
Thank you for using the Xfinity Forum, @Mas82. My team can assist you in creating a damage claim ticket so this can be investigated. As the Corporate Digital Care Team, we primarily work through private messages on social media to resolve concerns. I'd be happy to chat with you in a private message to get this process started. To begin, can you please send the following info:
- Your first and last name,
- Your service address,
- Details of your experience,
- Your best contact number,
- Your preferred email address.
To send me a private message, click on "ComcastChe," and then click send a message.