Visitor
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11 Messages
How can I get new line installed that has been scheduled since July
I have had an open service call on my account to replace a damaged internet line since the beginning of July.
From my many frustrating calls with your overseas "customer service", I have learned that the only people who are allowed to speak with your line installers are the outside line techs.
I need an appointment for an outside line tech to come to my house to help make this line install happen.
If you cannot help with that, please connect me with customer retention.
Metronet just came to my neighborhood and would happily install one of their new lines in my yard--if xfinity will not finish the "scheduled" job of installing their line
Thank you.
Accepted Solution
XfinityQuemekia
Official Employee
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666 Messages
27 days ago
Thanks for taking the time out of your day to reach out @user_ed48qw. I'm so sorry to hear you've been dealing with a damaged internet line since July, and I can certainly understand your frustration with this ongoing issue. Let's get this figured out. To get started, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
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Accepted Solution
EG
Expert
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114.1K Messages
26 days ago
Concern moved here to the Customer Service help section.
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user_ed48qw
Visitor
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11 Messages
20 days ago
They just installed the new cable. Two suggestions for others: My cable was damaged--temporarily fixed with electrical tape--but still working. A damaged but working cable presented an unsolvable puzzle for the AI chat and the overseas customer service.
I had to go to my local xfinity store to schedule an outside line tech appointment.
Also, when the line tech did not arrive on the day that I was expecting.... I left a detailed note with pictures on my outdoor xfinty box. I explained that I intended to have a new cable in my yard in the next three weeks.... Whether it was xfinity's or metronet's was up to them.
(edited)
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