CB901's profile

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Mon, Feb 8, 2021 10:00 AM

No Internet, Week 2

Multiple attempts to explain the situation to phone support have proved fruitless. It is unfortnate that a customer has to come to a public forum to have a rather simple support issue addressed properly.


Before I moved, I received a text message that said all work outside the home was completed and that I merely needed to bring my router and plug it in.


When we arrived, no work had been completed outside. We were told the tap was not hot, that there was no line from the pole to the house, that there was a tree in the way of the pole, and that it would be a long process. (EDIT: I should have mentioned that I have now cut down the tree, which wasn't actually in the way.)


The current official status is that we are waiting on public utilities to be marked. However, a crew came Saturday and buried the line, so marking utilities is no longer necessary. That step needs to be marked in the system as complete so that the process can be finished. 


We are on day 10 without internet. The kids have missed multiple days of virtual school. 


What needs to happen: a qualified technician (preferably from comcast instead of a service provider/vendor) needs to come attach the line to the pole, complete the outside cable connection/grounding/etc., feed the line into the home, and ensure service has been activated and is working. Then our account needs to be credited for the days/weeks that we were without internet.

Thanks in advance for helping with this issue.



Official Employee


83 Messages

3 m ago

Hi, @CB901! Thank you for reaching out and bringing this to our attention. I know how important it is to have working services, especially now. Please send us a private message so we can look into this further. To send a private message, please click my name "ComcastBianca" then select "Send a Message" on the right side. 


I am an Official Comcast Employee.
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