Xfinity does not care about Hazardous Lines down

Hello Ron, I apologize for the delay. I do still see this ticket open and pending. I am working on getting an update for you. 

Good afternoon @user_2ri7n5, we appreciate your feedback and are sorry to hear about any frustrations you are experiencing. To confirm, have you also recently reported having a hazardous line down? If so, would you like us to check on the status? Rest assured, we take our customers and the communities safety very seriously here and want to make sure any hazardous lines are taken care of. 

Yup. Reported on Sunday 8/17 to a live person, again yesterday Monday 8/18, and yet again today 8/19. Your technical support apparatus - ESPECIALLY the inescapable and ineffective automated version- did an incredibly poor job of relaying the scope of this issue to the technicians in the field, and made it incredibly difficult for me to even communicate the potentially dangerous broken cable laying in the street in the first place.

I spent 3 hours on the phone between Sunday through today repeating in detail the nature and severity of the situation to a variety of customer service representatives, and after all of this the cable is still down as of this evening.

I have established throughout this process that I have to work during your available repair hours, and was assured I would not have to be present. 2 crews have come out supposedly to repair the downed cable, but they were either not well informed on the scope of the issue, or not trained well enough to notice the cable hanging down from the telephone pole in my yard/street. 

This has been a tragic comedy of miscommunication, incompetence, and wasted time. And through it all, someone can still hurt themselves walking down my street because of the lack of action on the part of Xfinity.

Again, shame on Xfinity for their lack of urgency in correcting a potentially dangerous issue - never mind the huge personal inconvenience of not having internet and television for 3 days.

Moreover, it’s disgusting how difficult the company makes it to even communicate issues like this, although these communications have so far amounted to nothing.

Take some of that money being saved by attempting to completely automate your customer service and invest it in your processes and product. I’ll be waiting.

I appreciate the feedback @user_2ri7n5, and am happy to forward it. I apologize for the frustrations and would be happy to check on the status of the downed cable line as we want to ensure this gets properly taken care of as soon as possible. To get started, can you please send us a Direct Message with your first and last name along with the address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Thank you, but this issue has been escalated 2 times now, I have spoken with 2 supervisors, and I have received 2 “ECM” numbers in reference to this situation -1 of which was “closed” for no reason and with no resolution.

All of my account/contact info, as well as the surplus of notes pertaining to this issue should be available to you because my account was required to sign up to post to this forum.

I am not at all confident that looping in yet another division of your customer “support” will get this resolved any quicker. 

Respectfully, I am done explaining the situation yet again with yet another method. After just sharing in this forum the time I’ve already spent explaining and re-explaining, it’s really laughable that you’re asking me to do so. Again.

I understand your reservations @user_2ri7n5, and if I was in your shoes, I might feel similar. We'd be happy to review your account notes and tickets further but are unable to do so publicly. We have security protocols we have to follow before we can bring up, review or discuss a customer's account. One thing that does make our team here different is we have access to internal contacts such as local tech ops teams that we can reach out to directly for further assistance if you need. I understand not wanting to explain the situation again. Our team is here and happy to help if you change your mind. We do want to do our part to ensure this gets resolved though. Would it be ok if we checked back with you in a couple of days to see if this has been taken care of yet?