Comcast
Outage with no phone for 911 and cable drop left across lawn

Picture this: May 12th, 7:20 pm, I’m watching Idol and talking to my mortgage company on the phone. Much to my surprise my cable and phone both go out…I check the internet and it’s out too. Fortunately I call customer service often enough that I know the number (I can't look it up on the net). I get a young man that tells me he can have someone out May 13th between 3 and 5. This is not ok, as I work and can not (and quite frankly will not) take time off with no notice to do this. He suggests Saturday, I suggest he request the on call technician come out tonight. He reminded me that it was 8 at night (oh no!) and told me they only do that for serious problems. I reminded him that my phone was out and I have no access to 911–he asked me if I have a heart monitor, when I said no he said it would be ok then. They only require 911 when you have a medical problem. (good thing I didn’t need the fire department). I firmly, and probably loudly (can’t lie) told him again about my concern about 911. He said “you're calling me on a phone now aren't you? ” So I guess it’s up to the customer to borrow a phone if Comcast doesn't think you need one. I found someone to come to my house and wait for the tech on Friday May 13th. That went well…I got a new drop draped across my lawn.

My appt to have that drop buried was May 25th. May 24th a man came into my yard (not to my door) at 7:30 in the morning and marked the gas and power lines etc…

At 5pm the 26th, called customer service to ask why my drop was not buried and was assured it would all be handled. The CSR this night tried to apologize and I think truly wanted to help. But today, May 27th, I called again to ask why I still have a cable draped throughout my yard. Guess I’m on the schedule…but no one knows when.

As I type this my husband is building me a yard sign that I will paint tomorrow if the cable isn’t buried or the appt isn't confirmed. I think it will say something like: I’ve been waiting 2 weeks for Comcast to make things right. I think the date will be changeable and I will track it for everyone to see until its done. Then I will change it to let everyone know how long it took.

I hope people aren’t falling for their customer guarantee, what a joke. The person who thought that up should spend some time actually having to deal with this crap. They’d change it to guarantee something but it wouldn't be satisfaction!

Company: Comcast
Country: USA
State: Colorado
City: Aurora

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