Line Drop Fiasco, Canceled Appointments, No End In Sight

Question

To Whom it May Concern: I want to thank you, Comcast Xfinity for teaching me a lot over the past 2 weeks. Let me explain.My husband, 2 year-old son, and I moved on May 27 – May 31. We were previous Comcast customers and have always been incredibly happy with the interface of the Comcast X1 platform. It seemed like a no-brainer that we would keep it at the new home, just about 4 miles down the road. On May 2, using your “Movers Edge” program I put in a request to disconnect service on May 30 and begin service at the new house on May 30. I was pleased at how easy of a process this was.May 30 comes and a person shows up… on time. However, the appointment was incredibly short. Immediately the technician asks if Comcast has already been out. We need a line drop and someone will call me. On June 1, I returned my old equipment to a Comcast Service Center. I ask the staff to check on my request. They tell me that it still has the original request open and that someone will call me. On June 3, I finally call Comcast the check on the status. I am told that the line drop will occur on Tuesday, June 9 between 1-5pm. I chatted with an agent on June 4. This agent tells me that everything will happen at the same time. They will fix my line in my yard and I will also get all of my boxes and modem. I am elated with this news! I called again on June 5 to confirm. I am told that no, they cannot do the line drop and installation in one day. However, they are doing a special request so that I can get it all in one day. I am frustrated that the story has changed, but happy at how helpful the agent was. I call again to confirm on Monday. I am once again told that the appointments cannot occur on the same date. The next installation date in Thursday, June 18. I am furious. I am thinking for a week that the line drop and installation will occur at the same time. I ask them to get me an earlier date. I am not waiting till the 18th. I am given an appointment on Friday, June 12 from 1-4pm. Tuesday June 9th! I am supposed to get the line drop. An end is in sight. I call at 1pm as I am leaving work to check on the line drop. The agent tells me that they see the special request, however, she gets an error when she tries to see more. The agent tells me to call back in a couple of hours. I call back at 3pm. The agent tells me that she is also getting an error. She tells me that she’s putting in a request and someone will call me back in the next 30 minutes. I give it an hour. No phone call. I call back. The agent now tells me that this kind of request requires 24 hours for someone to return the call. I still get no response regarding why the line drop was not complete. 24 hours goes by. No phone call from anyone at Comcast. On Wednesday, June 10, in the morning, I chat with someone via the web services and I am told that they’re waiting for a permit. I had to beg for this information. Initially they said that it was scheduled but provided no additional information. I demanded that they tell me more. They tell me that the installation should still take place on June 12. I call again Wednesday afternoon. I am told that the line drop requests actually have a 10-day window. Information I was never told until now. I ask about my installation on Friday, June 12. They tell me this will not happen. I am transferred to billing, and sales, and technical support. None of these sound like departments that can assist me. When are they going to do the line drop? When am I going to get service? Should I give up and go to FIOS, it’s more than a week later. I am finally given new dates. Line drop on Monday, June 15 and installation on Thursday, June 18th. With my new information that line drops have a 10-day window, and that they need a permit, I ask how likely this appointment will still occur. No one is able to give me an answer. And with this 10-day window will the line drop really occur on June 25? More than a month after my initial appointment? No one is able to give me an answer. I finally ask for someone in customer service. If I am going to stick with Comcast, how are they going to compensate me for all the hours I have been on the phone, being told different stories? How are they going to compensate me for missed appointments? How are they going to compensate me for going at least 3 weeks without phone/internet/cable? I am told there is nothing they can do. My bill will not be lowered. I already signed up for the multi-room DVR and all the premium channels. They cannot give them to me for free or lower price because I “already have them”. I ask them to lower the plan I signed up for and then compensate me. I and then told that it doesn’t work that way. So after (a minimum) of 3 weeks, I may finally get service but there’s no way to be compensated for all my troubles? Why am I still talking to these folks? Like most people in the 20 something age-range, I google my problems. I come across people that suggest complaining to the county and the FCC. I filed complaints with both. Since this line drop hasn’t occurred, there’s a problem with the infrastructure. The FCC responds and tells me my complaint has been forwarded on. There is a 30-day window for Comcast to respond. So, what have I learned?I have much more patience than I thought I would in this situation. For a week I have been calling Comcast or chatting with Comcast. Some days I was reaching out up to 3 times a day.I trusted Comcast much more than I should have. Every time I talked to someone the story changed. I was given different information, sometimes more information. But it was constantly changing. During the process I was so wrapped up, I didn’t think twice.On two occasions, I was promised that someone would call me back within 24 hours. I received no phone calls, no messages. Not sure what a promise means to Comcast.I learned that you can complain to your county and FCC regarding the cable infrastructure. I had no idea that this was possible. Even if nothing comes of it, it felt good to let important people know that I am struggling.There is no need to get the best package. When you get the package there is no way to compensate you for all your energy, time, and effort lost. There was no way to send me a gift card, give me free DVR or free premium channels. Apparently I already had them even without having service yet.Comcast can make you feel crazy. In addition to believing that everyone is telling me the truth. Why have appointments if no one will show? Why have appointments when it’s really a 10-day window? I ended up feeling like it was a job to make sure Comcast was working on my case. I also felt like I couldn’t just let it go. Just go to FIOS. They’re able to give you service. Just let it go.So that is where I am now. I just have to let it go. There is no need to BEG Comcast to let me be a customer. They have no problems cancelling appointments without notifying me. They have no problem giving me the run around and telling me a different story and excuse every time I call. They have no problem stringing me along for days on end making me think that I’ll get service in the next 3-days, 5-days, etc. They have no problem telling me how “sorry they are” and how they “understand my frustration” but then there is no way to fix it and no end in sight. Not expecting a response. Just be leary if they Comcast tells you that you need a line drop. There are no guarantees. I've read other people saying it took MONTHS.

Answer 1

micbid6920 -
I am so sorry for the delay! I am sending you a private message so that we can discuss your billing concerns more freely.
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