ComplaintsforComcast Corporation

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/12 we noticed our internet was out. It was on or about this time, that we realized this was because of a downed line, and we contacted Comcast to repair the line. They came to the house the morning of 7/16 to rehang the line. The technician who arrived asked my wife, and she confirmed we wanted this done. The technician went to start the job, when the male neighbor came out and suggested burying the line. My wife said she didn't want to line buried, but the technician followed the instructions of the neighbor and put in an order to bury the line. I then called comcast and told them that we did not want the line buried, we wanted it hung, they told us there was an appointment to bury the line Saturday AM, I informed them that we had waited for it to be hung for most of the week, we didn't want it buried and we wanted someone to the house asap to hang it. I found it quite disturbing that they followed the guidance of a male neighbor over the female house owner. At some point

  Business response

  08/20/2021

  August 20, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:    ***** ******** 
           **** **** ****** * 
           Bloomington, MN ***** 
  
           Case Number: ******** 
           Date of Notice: July 27, 2021 
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ********, regarding Xfinity service.
  
  On August 3, 2021, our construction team visited the location and met with *** ******** to discuss his overall experience with having the cable line buried instead of being raised a requested. Our records support that the drop bury was completed on July 16, 2021. 
  
  *** ******** indicated he would reach out to our construction team if further assistance is needed regarding his underground facility. We made several attempts to contact *** ******** to follow up on his concerns further without success. We have not heard back from *** ******** to date and will need to speak with him to address any further concerns. 
  
  Easement rights are a public utility right of way that helps Comcast maintain its equipment. In the areas where Comcast has overhead cable lines, the space for the lines is rented from the public utility. If someone calls in with a concern about the location or the condition of the pole, refer them to their public utility company. Any easement that may exist on any property is always noted on the title report for that property. The title report is provided to the property owner at the time of the purchase by the title company. Comcast attempts to contact the property owner prior to entering any backyard or private property. Irrespective of whether the contact is made or not, Comcast has the right to access the property in order to maintain its equipment. We apologize for any inconvenience experienced while attempting to resolve this matter. 
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ***** ********. 
  
  Sincerely, 
  Linda S. 
  Elite Customer Experience
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩