Comcast Cancelled Installation Without Explanation in DC
I had a service installation scheduled for Monday, May 18. A technician arrived on the day of the appointment but informed me that the work couldn't begin because a port on the telephone pole needed to be opened, which would take approximately 24 hours. Comcast called me around 4 p.m. on Tuesday, May 19, to reschedule the installation, and the new appointment was set for today, Wednesday, May 20.
I received an automated text message from Comcast this morning, May 20, stating that the technician was on-site, but no one was present at my door. When I went outside, there was no technician in sight – I walked around the entire block but didn't see any commercial vehicles. Neither the technician nor any other Comcast Xfinity representative attempted to contact me. Consequently, the appointment was canceled by Comcast.
I reached out to Comcast via their text messaging platform and made four phone calls, but none of the calls provided a clear explanation for the cancellation. The appointment was rescheduled for Friday. Unfortunately, I was unable to attend to my personal job duties for my own employment today because of this inconvenience.
Comcast's actions violate the DC OCTFME Cable Consumer Bill of Rights and FCC 47 CFR § 76.309. They canceled a scheduled installation appointment after the close of business on the previous day without attempting to contact me on-site. Additionally, they failed to provide knowledgeable phone assistance to resolve a system-generated serviceability block. Meanwhile, I am currently paying for a service that I am not receiving.