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Technicians or contractors cutting our internet cable to install new customer

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New Poster

Technicians or contractors cutting our internet cable to install new customer

Yesterday we lost our wi-fi. The technician came out today. He found that someone had cut our internet connection at the junction box to install another customer. This is the second time it has happened. Why does comcast allow technicians or contractors to do this? It is bad business, bad customer relations, time-consuming, and frustrating for the customer. To top it off, it is obvious that comcast has not changed their practices, offered us a rebate for our inconvenience, or even apologized. Very dissatisfied customer

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New Poster

Re: Technicians or contractors cutting our internet cable to install new customer

We are on our third time without service when connecting our new neighbors. Sounds like a class action case upcoming.....ridiculous!!!’
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Official Employee

Re: Technicians or contractors cutting our internet cable to install new customer

Hi Sandi6, I understand how frustrating this can be especially when you're services are disconnected in error. Please allow me to make this right for you. I can get a tech out as soon as today to get everything connected. To get the ball rolling you can send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message".


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New Poster

Re: Technicians or contractors cutting our internet cable to install new customer

I thank the comcast employee for their response, but it did not answer my question. I am concerned with comcast's business practice of cutting the internet cable of established customers to connect new customers.  Comcast seems to prefer being reactive rather than proactive.  They are not willing to examine existing practices that if not illegal,  are unethical.

 

The employee's answer was getting a technician out to my home  One did come, which I mentioned in my first text.  After of course, we had to spend at least an hour on the phone convincing comcast that we had a problem.

 

I am asking comcast to address my issue.  And it would be interesting to know who cut my cable each time.  

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Official Employee

Re: Technicians or contractors cutting our internet cable to install new customer

Hi Sandi6, thanks for reaching back out to us here. This wouldn't be normal practice at all, we want to ensure that you stay connected at all times even with new installs going on in your area. I can't tell exactly what happened just yet but if you'd like to send me a private message with your full name and account number I can look into it and provide more information. 


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Frequent Visitor

Re: Technicians or contractors cutting our internet cable to install new customer

Make sure yoiu look at your next bill. This happened to me 3 years ago and they charged me $80 to come and fix it. It took calling them for 3 months to get that charge removed. This is a terrible company. I'm in an even worse situation with them now but I'm in an apartment that has comcast internet in it complex wide so i would have to move to stop giving these people my money and i'm seriously considering it. 

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New Poster

Re: Technicians or contractors cutting our internet cable to install new customer

Thank you and we will check our bill.

 

Last Thursday, I spoke with technical who told me a supervisor would call us within 48 hours, concerning our concerns about Comcast's business practices.  Of courses, no one called and I am back on the phone with Comcast again this morning, and speaking with the second person.

 

I have asked for a firm date, again, for comcast to bury the cable, that was installed to give us service after the installer cut service to our house to install a new neighbor.  I 

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Official Employee

Re: Technicians or contractors cutting our internet cable to install new customer

Hi Sandi6.  If you need further assistance getting your service restored and/or getting a Drop Bury scheduled, we can help. Please send me a private message and include your full name and service address so I can assist you.


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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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New Poster

Re: Technicians or contractors cutting our internet cable to install new customer

I do not know how to send a private message to Comcast JoeTru

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Official Employee

Re: Technicians or contractors cutting our internet cable to install new customer

Hi Sandi6. You can click my name (ComcastJoeTru) to view my profile and send me a private message. Click "Send a private message" and private message me.


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Regular Contributor

Re: Technicians or contractors cutting our internet cable to install new customer


@Shawnwar216 wrote:
We are on our third time without service when connecting our new neighbors. Sounds like a class action case upcoming.....ridiculous!!!’

Problem is the only people who get satisfaction out of a class action suit are the lawyers. As it is I've filed at least one complaint with the FTC (pre- current federal administration) on both this company and a gaming retailer to ask how they get away with the things they do. In the case of this company they have a monopoly here since they gobbled up the previous company (who themselves gobbled up the local-ish company before they got bought). 

 

So it's either them (or the satellite companies) for TV or them (or satellite...or the phone company with it's "high speed" DSL 🤣) for internet. At least if there were competition we could pit the companies against each other any time we're about to see a "deal" we're given end.