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Underground Installation PROBLEMs, might lose job!

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Regular Visitor

Underground Installation PROBLEMs, might lose job!

Well I might be loosing my job because of Xfinity. Moved to a new place and started the process of getting internet as soon as I stepped in the door. The new job requires me to telework and have a stable connection. Fast forward a week, a tech comes out to "reconnect" the property. They find out the old line needs to be replaced and puts in a ticket for a new line. All understandable so far, then things take a turn for the worse. After not hearing anything from Xfinity for a week I give customer service a call, they say they see the ticket but it hasn't been acted on. The yard is flagged the that weekend and I think I'm set. Again silence 14 days after the original ticket. The customer service rep says sorry your ticket must have "slipped through the cracks". They promise to escalate the ticket and I would get a status update the next day. AGAIN silence! Now after three weeks I call again and the rep says "oh sorry it must be rough trying to work from home without internet." They send another tech out that day with a shovel. The tech proceeds to dig in the wrong spot without a clue. I stop them and show them the route that the original tech described. He says "oh that's a big job, I only have a shovel, bye". I plead for them to install a temporary line because I am running out of options he just says "no" and drives away. I call customer service AGAIN and speak with a rep for over 90min asking for a supervisor and they just stall and say there is nothing a supervisor can do. Now with going on well over a month of no internet (cell service is very very bad) I have nothing and no good contact or leads. I've been yelled at, called a lier and told basically to pack sand. Sadly Xfinity is the only provide for my address. I was told if I can't work from home in a week, I'd be out of a job. Does anyone even care?
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Expert

Re: Underground Installation PROBLEMs, might lose job!

@MIgander 

Your issue has been escalated to the Comcast 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.  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Underground Installation PROBLEMs, might lose job!

Hi there, u/MIgander. 

 

I want to help you out in your scenario. Thank you for taking the time to post your experience here on our forums. I will do my very best in helping you get your services working. 

 

Can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" 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!
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Regular Visitor

Re: Underground Installation PROBLEMs, might lose job!

Still no updates through the weekend. Called again and spoke with a supervisor who recommended elevating even higher as the local dispatch is not responding. I'm now waiting on a call back from a manager. It's not right Comcast can just play with people's lives like this! Left a few messages with the employee that reached out on the forum, maybe that will work out. Waiting for their response too.