Community Forum

Waiting Over a Month for Transfer of Service from One Address to Another

Highlighted
Regular Visitor

Waiting Over a Month for Transfer of Service from One Address to Another

I am completely frustrated with Xfinity. On June 7th my husband called to have our service transferred from one address to another. We knew that we would be moving on June 23rd so  he called early because we moved into a new build that was further than 300 feet from the access point and it would take a seperate team to install our connection, not just a everyday service rep. My husband notified the person he spoke with on June 7th of this and they assured that they would send out the proper team to help us. On June 24th two service reps came to our new address with equipment to hook up our service. However, the rep was unaware that we did not have a cable running from the access point on the pole to our home. They stated that we would need a survey and the construction team to come out to our house. (There is already conduit in place for the wire to be run in.) The rep who was there that day told us that he put in a ticket to have this taken care of. My husband then tried to call xfinity support on Monday the 29th to check on the status. The phone who answered informed him that our service was set up and they were just waiting for us to plug in our equipment. She said that she saw the service rep was there that day hooking up our service. This proved to not be true and we did not have a cable yet running to our house. He called again later that week and asked to speak with a construction supervisor who of course was inavailable. The construction supervisor Lea called back and left my husband a message stating that it would be atleast 7-10 more days before anything happened. I called back on July 6th to speak with a billing rep because after not having service we received a bill for over $180. I informed her I would not pay until we had service and that I would like to speak with tech support to see when our account would be hooked up. I was transferred 5 times after that to a bunch of people who couldn't help me, most of the time I was blind transferred without my knowledge until someone new got on. Last person I spoke with that night was Ron, he informed me that our ticket for the construction crew to come out had a resolution date of July 20th and that he put in a ticket # 051262149 so that someone from the back office would call me to follow up. This never happened. On July 8th Kyle from a company who was hired by xfinity came out to our property to complete our survey (FINALLY). He told me he would draw everything up and we should expect a call in 1-2 days to have our line installed. SPOILER ALERT, this didn't happen either! I called back to xfinity on July 13th. Spoke with Kris who was from billing and told me that she spoke with someone from the billing department for me and that they said that we would have to wait 7-10 more days from the survey for any further results. She told me to wait atleast 5 days before I called for another update. Called back on July 20th, spoke to Ryan who doesn't understand why our account is completely closed and states that any files or notes that were entered on a closed account are not visable to anyone. He states he doesn't know what is going on with our account and transfers me to Andrew. Andrew is full of it, he makes me seem like he cares about getting our problem solved. States he "isn't afraid to ruffle a few feathers to get this taken care of" because it this point its been almost a month. He says that the tickets that are entered for construction cant be seen by everyone which is why most people cant help. He says he will help by putting in a URGENT dig/bury ticket. He says that this means they are forced to call me back witha solution in 24 hours. He tells me if the construction department doesnt call me back that he will callme the very next day with an update, no matter what that update is. HE NEVER CALLED BACK. So, on July 21th I called back and first spoke with Stacey who tried for an HOUR to get in touch with a supervisor who could help us. She states she can see the ticket Andrew entered and that the callback number for me on this ticket was a number that is connected to our phone service through xfinity (event though I gave Andrew my cell number) and obviously this number is not in service because OUR ACCOUNT IS DEACTIVATED!! Finally a superviosr, Katrina, gets on the phone with me and she says our address in unservicable and have I had anyone place any tickets for us? WHAT?!! HAVE WE PLACED A TICKET?! Why is this even a question that this point? She then blind transfers me to Ed who states that when he looks into the ticket Andrew placed the resolution date is August 3rd!!!!! I then ask to speak with a supervisor, of course there are none available. EVER. So he says he will have someone call me in 15-20 minutes. I get a call back from a  supervisor in 20 mins, Sam who informs me that she can't help me. SURPRISE! she says she will need to get in touch with someone from the moving department for me. Instead she blind transfers me to the MAIN PHONE MENU!!!! Now I am back where I started over 2 hours ago. July 22nd, I get on xfinity chat through the web site to see if this route will be any better. I chat with three people who cant help. the last person I chat with Bakul tells me he puts in a ticket for someone from the construction team to call me back within 24hours. NO ONE CALLS. This is literally the worst customer service I have ever experienced. We just want to have our cable hooked up. We have been loyal Xfinity customers for over 9 years now. The way we are being treated is NOT acceptable and we need some answers. Can anyone help us or should we go elsewhere for our services? I know times are strange right now but there is no reason why this should be taking this long. We literally do not need to come in contact with anyone for the to place the wire for us. We don't even need to be home.