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We have been waiting for over a month for internet

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We have been waiting for over a month for internet

I am in Naples Florida. My husband and I closed on our home 7/8/2020. Previous to close, we set up with Xfinity that we need internet and cable at our new home. A service appointment was set up on 7/9/2020.

A tech came to the house, said we need a bucket truck to come and run the line from pole to pole. Service request 1851699 was created.  The tech worked with a supervisor and a truck was scheduled to come to our home on 7/21/20.

On 7/21/20 a tech arrived at the house. No truck, assessed our situation and said we need the bucket truck. Someone else will have to come out. 

We phoned Comcast last week and were told they will be sending out construction with the bucket on Friday (no time frame) 8/7/2020. No one showed up from Comcast.

I phoned a Tonja at Comcast on Friday afternoon around 2 or 230p, had to completely retell the situation. There was zero record of any service work to be done or done previously at our new home. Tonja was very friendly, and stayed calm even though I was almost in tears.

Tonja mentioned she was filling out an order for construction to come to our home today, 8/10/2020 between 10a-12p. Assured me this was going to be resolved and letting me know this was escalated.

Comcast arrives at our home this morning around 11a. A technician. No truck....again, this was even one of the previous techs that has been out. Tech phones Jose, the supervisor and it is decided we need a bucket truck for the wires to the pole. Now I am going to get back on the phone....hold as long as I have to cause there is no choice. I will reiterate all of the above. I would like someone in a managerial or supervisor position to please phone me as soon as possible so I can take a different direction and get some service. I don't know what else to do.

My husband and I are both essential employees who work remote. He is with NCH hospital and I am with Lee Health. Trying to work off a phone hot spot is crippling. We have a son that is going to be starting his senior year online that can't work online. PLEASE HELP ME!!!!

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Expert

Re: We have been waiting for over a month for internet

@CharitySmitley 

Your issue has been escalated to the Comcast Corporate 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.  

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Official Employee

Re: We have been waiting for over a month for internet

Greetings, @CharitySmitley! 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 to trying and get that bucket truck out to get services to your house. I know how frustrating it can be to tell the same information over and over again. I would like to look into this and make sure we are getting your service! 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.
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!