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Long time Comcast customer - New Construction - Line run/hooked up at pole Comcast put box on house

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Regular Visitor

Long time Comcast customer - New Construction - Line run/hooked up at pole Comcast put box on house

I have been a Comcast customer for many years. We moved into new construction. Called Comcast to switch service. Customer Service cannot confirm that the outside work was done. Says new construction address not in system. Interesting they put a pipe and box(not very nice looking pipe and box!) on the side of my house and they have no record of it. We visably watched them hook the line to the pole! I've called at least 5 different times and have been told 5 different stories about how long this could possibly take. Someone needs to do a survey to confirm that service is available. I was told that this survey was scheduled to take place 07/13/2020 or AM 07/14/2020. I called this morning and spoke with a very cocky customer service person who stated that they worked there for 15 years - I can't imagine all the poor people that have had to speak to this person over the past 15 years) who never even checked my ticket# or offered any help. I telework from home. When I told the customer service rep that if I no one is even going to look at my issue for 3 weeks - that was his story - I would have to call my employer (that would be the Commonwealth) and tell them that I couldn't work because I couldn't get service. He said that he would hang up, so I could go do that.

 

This problem could be fixed in 5 minutes, and yet I can't get anywhere - Except a book full of different stories of how this could possibly play out!!

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Expert

Re: Long time Comcast customer - New Construction - Line run/hooked up at pole Comcast put box on h

@frustrated115 

Your issue has been escalated to the Comcast Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Long time Comcast customer - New Construction

Hi @frustrated115

 

Thank you for posting to the Xfinity Forum. I understand the importance of having an internet connection to be able to work from home during these times. I'd be happy to investigate this for you. Please send me a private message including your first and last name and the numbers associated with your service address. To send me a private message, click on "ComcastChe" and then click send a message. 


I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!