Visitor
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2 Messages
Lack of responsibility
We were having internet problems. We called and someone came on Saturday 9/5. The person installed a cable and left it all around the backyard, unburied. He said that some will come to fix it and left. We called and talked to a supervisor named Dean. He said that a technician will come on Monday 9/7 from 8 am to 8 pm. We stayed the entire holiday waiting for this person who never showed up. In the meantime, we called customer service and a representative called Mariel told us that a supervisor will call us in the next few hours. Nobody called. Today Tuesday 9/8, I called again and talked to Nishika. She assured me that I will get a call back from a supervisor. Something has to be done, we deserve much better than this false promises.
EG
Expert
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121.4K Messages
15 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityDena
Official Employee
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4.7K Messages
15 days ago
@user_2u2aik
I do wish to set the correct expectations with you about the timeline. The type of work needed to be completed doesn't require an appointment window exactly. As the line is outside, you don't need to be home. Once a date is provided it is more of a placeholder and wouldn't be guaranteed to be completed on that date depending on the weather, ground conditions, permits, technician availability etc. Normally with everything falling into place it takes about 14 business days to get buried. Some areas take longer due to what I mentioned above. I totally get how this is not the best answer or the most desirable and I am really sorry. I will be happy to follow up and check in.
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XfinityCliff
Official Employee
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691 Messages
8 days ago
Hi @user_2u2aik! We're just circling back with you to check in. Can you please let us know if your concerns were addressed regarding the unburied line?
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