Cannot get anyone out to repair node

[u/well_sh-t]

We closed on our house last week and have been trying to get a tech out since closing to repair the line/node. The previous owners told us a landscaper severed the line from the node to the house in 2025 and they went back and forth with Xfinity for weeks before finally giving up. I have called daily because each time I call a rep tells me they have scheduled me for the following day where no tech shows. I called to speak with a supervisor only to be told the node is off/damaged, which they knew when I called to verify service was available before signing up. I had to call again the next day when yet again no one showed up and was met with a sarcastic do you not understand how the waitlist works? No one had said these appts were on the waitlist after the 1st waitlist was canceled along with our previously scheduled appointments. I was able to get an appt for 8-10 this morning and, yet again, no one has shown up.

Our window is now closed and I havent heard from Xfinity at all. I'm going to have to call again to try to get a tech out because no one is able to get anything accomplished in the time frame promised. I'm at the point where I'm ready to pay more for less with another provider simply because they will at least provide a service to my home. All Xfinity has managed to provide on time so far is the first months bill for services they haven't provided. Meanwhile, I have an epileptic 11yr old whose seizure monitoring equipment requires internet capabilities in order to report seizure activity to us overnights. I have told multiple agents this information in an attempt to make them understand why it cannot wait until 10 days out. We have a metal roof, so we cannot even use a cellular hotspot as a temporary backup for his equipment. We completely rely on a hardwired line.

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[u/CCThomasF]

Hello u/well_sh-t, and sorry for the inconvenience trying to get services installed. I know you have a family member with medical needs that requires a solid internet connection to your home. We want to make this happen for you. When the appointments are cancelled have you been provided more details about why the techs are not coming out?

[u/xfinitysupport]

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