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