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Why are my scheduled appointments not being processed?

StunningPotato
Frequent Visitor

Why are my scheduled appointments not being processed?

Edit: Issue was taken to ComcastCares on twitter. They were able to schedule an appointment for me and I can verify that it is in the system. I'll be updating this thread with how the tech visit went later next week.

 

I scheduled a line technician visit yesterday, and the agent told me that they would be contacting me anytime between 8 am and 8 pm today, but no one ever came. I've set aside time for this, and we made the necessary preparations due to this pandemic. No one ever called back. When I inquired on the status of my appointment, the next agent told me there is no appointment in the system for this account.

 

I then requested an appointment with a line technician again. The agent told me that there will be one coming tomorrow in the morning between 9 - 11 am. I then asked if I will be receiving confirmation for this through text or email. They told be that it would be through both and that the system would send me this information within 15 minutes. Well that request was made almost 3 hours ago and there is still no confirmation message. I go to "Manage Appointments" and there is nothing there either.

 

Our internet service is not stable. There are signal drops in the afternoon that causes disruptions. We have online courses and we want stable service so we don't have to worry about getting locked out of our exams due to "timed out connections". We also have people that work remotely here through a vpn, and the internet service is causing constant reconnects throughout the day.

 

Pandemic or not the quality of customer service I have been receiving is really poor.

StunningPotato
Frequent Visitor

Re: Why are my scheduled appointments not being processed?

Well no one showed today either, no callbacks were made. I have no new information as to the status of my appointment for today. There is still no email/text confirmation on it either. I'm convinced that there never was one scheduled anyway. Is this how Comcast really treats its customers? To lie to their faces and give them the runaround when they need help?

ComcastChe
Official Employee

Re: Why are my scheduled appointments not being processed?

We appreciate you for posting to the Xfinity Forum, @StunningPotato. I'm sorry for the problems you're having with your services. This isn't the experience we want for our customers, and I want to help if you still need assistance. Have you already had a field tech come out to assess the premise for noise or line issues? If not, we will need to help you by getting a field tech scheduled. If so, do you know if they already created a referral for the 

 

I understand how frustrating this can be and wanted to let you know, depending on the type of line work that needs to be completed, these repairs can take some time. Generally, these delays can be caused if there are permits needed or if additional equipment is needed to complete the necessary repairs. Either way, my team and I can walk you through this process and keep in touch to you have a point of contact who can correspond with your local techs on your behalf. 

 

Please send me a private message with your full name (and the account holder's name if different than you) and the numbers associated with your service address as it appears on your billing statement. To send me a private message, click on my name, "ComcastChe," and then click send a message. 


I am an Official Comcast Employee.
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