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Construction Request - Cannot get ahold of anyone!

RubioL11
Regular Visitor

Construction Request - Cannot get ahold of anyone!

Recently moved and was told by 3 xfinity employees we could move with our same services to the new house. On 08/31/2020 the technician came out to set up our equipment at the new house and told us he was unable to proceed because there is no line running to the house. He stated he would be spending 45 minutes submitting some paperwork to have constuction come out to run lines to the pole in front of our home. There is comcast service a little bit down our road.

The technician said we would hear something within 3 days, which we didn't. Since then I have been reaching out in all possible ways, calling customer service, utilzing the chat, using the contact Tom option and I have yet to get anyone who can tell me when the construction team will be working to get us service.

We have been with xfinity for years and I have never had issue with them, but this is so frustrating.

Again
Expert

Re: Construction Request - Cannot get ahold of anyone!


@RubioL11 wrote:

Recently moved and was told by 3 xfinity employees we could move with our same services to the new house. On 08/31/2020 the technician came out to set up our equipment at the new house and told us he was unable to proceed because there is no line running to the house. He stated he would be spending 45 minutes submitting some paperwork to have constuction come out to run lines to the pole in front of our home. There is comcast service a little bit down our road.

The technician said we would hear something within 3 days, which we didn't. Since then I have been reaching out in all possible ways, calling customer service, utilzing the chat, using the contact Tom option and I have yet to get anyone who can tell me when the construction team will be working to get us service.

We have been with xfinity for years and I have never had issue with them, but this is so frustrating.


How far is "a little bit down our road" from where you are?


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RubioL11
Regular Visitor

Re: Construction Request - Cannot get ahold of anyone!

I was told it would take about 400 feet of main line. So I’m assuming approximately 400 feet. Unfortunately it’s not a direct shot due to some wooded areas.
Xfinity sent out another tech today who is submitting a house smart ticket, which will supposedly trigger a survey of the area but no guarantee I will be provided service to our new address, even after 3 Xfinity employees ensured me that the address was able to receive Xfinity services.
ComcastMichael
Official Employee

Re: Construction Request - Cannot get ahold of anyone!

Greetings, @RubioL11! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear that there is not a mainline hooked up to the house as of yet. I know it can be frustrating to be told one thing only to find out it's something completely different. I would like to get to the bottom of this for you and find out what's going on with that ticket. Can you please send me a PM with your first and last name so I may further assist you?

 

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


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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