Walker W.

We contracted for Internet Service with COMCAST on November 25,2020. We indicated when we were discussing details of the installation of the service that we did not have a cable from the junction box to our home and COMCAST would need to bury a line before we could connect to the service. On December 1,2020 an installation technician came to our home, was on time very curious and of course could not install the service because they had ignored the fact that a line still needed to buried before that could happen. The Installation Technician, called and scheduled a time for us to have the line buried. He indicated that with he Holidays and short schedules it might take 2 weeks for that to happen. A person can to bury a line for us on December 11,2020, no call that he was coming, and if I had not noticed him outside and asked, he would have driven away with out speaking to us. This is where things start to unwind. He indicated that though it was his job to bury the line that he didn't have the equipment to do it. This was a little puzzling to me. If it is what you came to do wouldn't you bring the tools and equipment you needed to actually get it done? He also indicated that only part of the utilities had been marked and so he would com back on Monday, December 14, to bury the line. That Monday, no one showed up, line was not buried and we received no communication about them not showing up and if and when the line would be buried. I made contact with COMCAST and they indicted that we would not have to wait until December 30 to have the line buried (I'm assuming that since it couldn't be accomplished not he 11th our order was placed at the back of the line. On December 29, I received a text message saying that our appointment had been postponed. I called COMCAST and was told that due to ground conditions, it could not be installed that day. There was not snow on the ground and the ground was not frozen. I was told that they would reschedule it and contact me. The next week on the 5th of January 2021, still not having a date for the line to be buried, I called COMCAST again and was told that no one had followed up and scheduled a time for it to be buried and that the next available time would be Monday, January 11,2021. I asked why I was now at the back of the line when it was a ComCast error that caused all the delays, no answer, but basically that's when we have an appointment, do you want it or not (in a very polite way, but same result). He indicated that the appointment was scheduled and promised that under no circumstances would the appointment be cancelled, or moved and we would have the line buried on Monday. Monday, comes no one shows and late in the day, I called COMCAST again, Kenzie talks with me and indicates that the bury order is still open and that someone will be there before 8:00 PM. It gets dark about 6:00 PM here now and so of course no one showed. Kenzie promised to call me back regardless of the outcome to yesterday's show, or no-show, didn't happen. Kenzie also indicated that she had put in a message to expedite the order and that someone should respond to me about it, no response yet. Today I called COMCAST to figure out if there was actually a scheduled date for the line to buried. I talked with Eddy, she indicated that the soonest they could get to me would be Monday, January 18,2021. I again asked why I couldn't get service tomorrow, vs. others on the schedule since I'd been waiting since Nov. 25,2020. She indicated that she could only use the schedule she had. (You will recognize that I am making an assumption here that may or may not be true that is that there isn't anyone in my area that has been waiting to have a line buried longer that we have. If that is not the case I am happy to be behind them in the queue). I asked Eddy if I could talk to a supervisor who might access to better information and perhaps have a little more suasion with the individuals who actually bury the lines for ComCast. She said it might take a while for someone to pick up, I waited for approximately 20 minutes and then the line went dead. I called back and talk with another representative, who put i n a request to 4 different supervisors at the same time to pick up the line. It tick about 7 minutes or so for Andy a supervisor to come on the line. Andy indicated a message to expedite the order had been placed and that I would be getting a call directly form the group that schedules the lines to be buried. After explaining that Kenzie yesterday and done the same thing she indicated that it had been done and that it could take up to 48 hours to respond to an expedited order. If I were a betting man, I go all in on the river card here, and says hat no one will call me tomorrow about an appointment to bury the line. She also indicated without providing specifics that they are others out there in same situation. My question is that same one I have had since November 25,2020 - When am I actually going to be able to get internet service from COMCAST. You may be asking yourself, why are you bothering to follow-up with COMCAST, just choose a different ISP. We own a business and have 2 facilities that use COMCAST as the ISP. The outages have been rare, the bandwidth has been consistent and we rarely have to call technical support fo anything, it just works (That's really how and ISP should function). The experience, seems to tell me that the group who buries the lines for COMCAST is not competent in scheduling and meeting schedules for COMCAST and regardless of what the support personnel say they will do it when they are ready and not before and won't bother communicating one way or there other.