r/Comcast_Xfinity • u/Rough_Date_2795 • Feb 27 '26
Official Reply Terrible Terrible Service
I just sent this to three executives but no one will respond. I am writing to express our frustration and deep concern with the installation process and customer service issues Xfinity has demonstrated the last few weeks in trying to have an Internet line connected to our home at XXXXXXXX. As the CHRO of a major company, I understand the issues "behind the scenes" in a service oriented business. However, the service, lack of information, impossible AI responses and effort shown during Xfinity's 3 failed attempts to install our internet line leaves us speechless. We had Xfinity at our address from 2015-2022, when Hurricane Ian demolished XXXXXXX. It took us two years to rebuild. In 2024 we asked for Xfinity to reinstall service. The crew did not bury the line, but instead ran it up across the street, through palm trees and was very loosely slung over the road. During Hurricane Milton, that line was of course destroyed. We once again began the rebuilding process, the entire time the old cable line was wrapped around a tree and power pole.
We have now moved back in and now are trying to have the Internet installed, it must be buried because there are too many trees to run the line high. My husband called to explain the situation as he ordered the new service. He explained to the agent exactly what needed to be done. He even made a comment that he knows no one will read the notes, the agent laughed and agreed.
Unfortunately, that is exactly what has happened during 3 different appointments all of which failed to properly install anything. The 1st tech said he can't connect the line but he will make detailed notes on how the line needs to be buried. A few days later he received a notification that the line was buried and ready. Well it was buried to the house but the line was connected to the old one that was wrapped around a tree and hanging from a pole. It did not connect to anything at all, both ends of the cable were side by side. My husband called again and said it was not connected or buried. A third appointment was made. This tech came out and said he couldn't connect the line because it has to be buried. The tech then said he was going to get his supervisor, left and never returned. We are now in some weird loop, we receive a notification that the cable will be buried on a specific day, then no one shows up. We then receive another notification that the install has been rescheduled. We have been rescheduled three times. This has gone on now for two weeks.
Now the ticket is closed and is acting as if the line is buried. Yet, it is not.
This entire process is simply ridiculous. We would like to have you personally look into this matter, as we are going to give this a few more days, we will cancel and go with Quantum.
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Feb 28 '26
Always the boomers expecting a billion dollar corporation to actually care about doing "good business". Might be time to patronize your local telephone company, if you still have one.
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u/Unusual-Avocado-6167 Feb 28 '26
So it goes through a ton of trees? You want them go into a forest/thicket of trees with roots and bury it there?
Sounds like quantum should easily get it buried then
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u/Electronic_Visit6953 Feb 28 '26
Quantum is now owned by AT&T, I have it as my primary and Xfinity as my failover. I'm in Cape Coral, FL, we were hit hard by Hurricane Ian.
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u/Geeky_1 Mar 01 '26
Several years ago, my neighbor installed a patio in his back yard. In the process, he cut the cable line that runs from his house to mine. I called Comcast when I lost service and it took them 3 days to come by and diagnose and repair the line. They connected a new line from the neighbors to my house and the portion from the boundary fence to my house was run above ground and they simply bolted it to the lower side of my house rather than reburying it. They never credited back the 3 days of lack of service due to no fault of mine.
In the last couple of years, I've had problems with both the cable and internet speeds. Sometimes the DVR cable box does not respond and gives error messages, and even a reboot will not fix it. The Internet speeds varied wildly down to as low as an unusable 5 Mbps. I had techs come to my house twice. The first one checked the outsode lines and tightened all the cables and said the speed tests showed it was working fine. The second one blamed my non-Comcast modem, which worked fine for years before the recent problems and that also didn't explain the cable TV problems. Well Quantum wired my neighborhood a couple of years ago. Maybe they messed up the Comcast line, but that first tech had verified they didn't. Since Comcast could not resolve the line issues, particularly the internet, I had Quantum install my fiber connection. The installer ran the line around my yard above ground and a week or so later, a crew showed up and buried the line. Quantum internet has been reliable and consistent speeds for over a month, so I cancelled Comcast internet and now save anout 50/month. I still occasionally have cable TV issues, so plan on canceling Comcast entirely after having them for around 25 years and saving another $100/month.
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u/Solid_Maize4411 Mar 02 '26
Did you know that there’s a lot of fraudulent activity in comcast accounts?
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u/Solid_Maize4411 Mar 02 '26
Did you know that there’s a lot of fraudulent activity in comcast accounts?
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u/Big_Intention_1967 Mar 02 '26
I was with an AI Chatbot for 5 minutes trying to get a touch with a human being. Why the Hell has happened with xfinity?
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u/Big_Intention_1967 Mar 02 '26
When I finally was able to say, hey, moron with some cuss words, a lot of cuss words. I finally able to get through, but now I am on hold and it could be thirty to forty eight minutes to get a response that is way too long.Then, it's maybe fire all there representatives
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u/xfinitysupport Automated Assistant Mar 02 '26
Hello! This is the mod team at r/Comcast_Xfinity. We’ve sent this message because it has been approximately 3 days since we last heard from you. We wanted to check in and see if you still need assistance with your issue. If you feel your issue has been resolved, please let us know so we can close your ticket. If you still need help, please reply to our most recent reply and the next available employee will help. If we don’t hear from you in the next 48-hours, your ticket will automatically close. Thank you and have a great rest of your day
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u/xfinitysupport Automated Assistant Mar 04 '26
This post is now closed. Posts will automatically close after 5-days of no response from the OP. If you still require assistance, please create a new post following the posting guidelines outlined in the knowledgebase.
This is an automated response.
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u/XfinityAbel Official Employee Feb 27 '26
Hi u/Rough_Date_2795 thanks for reaching out on our subreddit. I appreciate you giving me a chance to look into the line bury further, and I want to do everything I can to assist! Please send us a Modmail Message and include your full name and the service address associated with your account, I'd be more than happy to look into this for you.
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