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New customer ... VERY frustrated

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New Poster

New customer ... VERY frustrated

Given the current pandemic circumstances, I placed an order weeks in advance of when we needed the service for new cable installation in a brand new property that my wife and I will be purchasing.  On the date of installation, we had our builder on-site, and the technician never called and re-scheduled the appointment.  So I called to find out why ... no cable in the ground apparently ... yet no one could tell me why the cable was not put in.  I was told that it was rescheduled to the following day ... no one shows.  I call again and am told that the installation will occur two weeks later, and the cable will be buried in the interim.

 

Two weeks pass, and the next tech comes out, only to leave without installing, because there is still no cable in the ground.  Now, I am REALLY mad.  I call and am promised that the installation will occur in two weeks, so now that I do not trust Xfinity to deliver, I start calling this week to confirm that the cable has been installed.  Finally found someone that tells me we are all set, to which I ask for written confirmation in an email to me.  Still waiting on that email, and I am not entirely sure I will actually get the installation we need next week.

 

Total result ... 6 weeks since original order, 3 weeks since original installation date, 1 week since second installation date, at least a dozen calls to customer service and another dozen online chats with Xfinity customer service, BUT NO confirmation of cable being installed, NO cable installed, AND at least a half dozen or better online chats that "accidentally disconnected".

 

We are now butting up to our move date and MUST have our internet service in place, as my wife and I both work from home, and our son goes to college virtually from home because of the pandemic.   Yet, I still cannot get a simple email confirming the installation, or BETTER YET, just have the cable installed.

 

I was a Time Warner/Spectrum customer in the Midwest for more than 25 years, and NEVER encountered these kinds of issues.  VERY disappointed and frustrated.

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Official Employee

Re: New customer ... VERY frustrated

Greetings, @chris50mu! 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 of the issues you have been having with trying to make sure your new home has service. Certainly not the experience we want for you and would like to have a further look into this for you. 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.


I am an Official Comcast Employee.
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