Comcast
Five Calls and Missed Appointment After Tree Cut Cable Line

A neighbors tree fell and disconnected the cable line. I reported it promptly on Nov. 17th at 1am which took around 30 minutes including hold time and transfers. A service tech came on November 18th at 6pm and connected the line, but did not check any other connections or test in any way —just quickly left. Call # 1 was made at 6:33 and took 30 minutes for electronic "refresh" and instructions including hold time. I followed instructions, but it did not work.

Call #2 was made at 7:09 pm and took 28 minutes. Worked with a rep and followed instructions. Did not work. Call #3 was made at 8:16pm and took 28 minutes. Same scenario repeated — did not work. Call #4 was made at 9:01 pm and took 21 minutes. Representative scheduled a service call for Nov. 19 between 8 and 10am. No show. Call #5 was at 10am and took 41 minutes. Repeatedly requested to speak to a supervisor which never happened.

Rep said there was no record of a service call for this morning, nor any record of other calls. Her ticket said the job was completed at 6:00 pm on Nov 17. Said she would schedule a service call for November 21. I responded that I didn't think I should have to miss work and it was really unacceptable service. She requested an "expedited" service call and a service tech would call me within 2-3 hours. If it didn't happen to call back. (Really?!!!) It's been 2.5 hours and I have no reason to believe this will happen. Including waiting the 20 minutes for the system to reset and then 10 minutes for unplugging and plugging back in — I've wasted 6 hours on Comcast and anticipate more.

Company: Comcast
Country: USA
State: Virginia
City: Richmond
Site: comcast.com

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