Visitor

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8 Messages

09/24/2026 5:51 PM

Above Ground Cable Pedestal to Pedestal Since June 22

I need someone in CONSTRUCTION to contact me.  My neighbor had a service performed on June 22 which required Comcast to connect a temporary orange cable from my pedestal to another neighbor's pedestal.  My pedestal is interior to my driveway and the location of the cable lying across the driveway and my front walkway has prevented me since June 22 from replacing my driveway which is an issue with our HOA.  It is a nuisance and interfering with the quiet enjoyment of my property as well as the adjacent neighbor.  After repeated calls to Comcast this summer by me as well as the neighbor who originally had the service appointment, we finally were told by Comcast that they were coming to do the work.  They told us they were coming August 21, no show; they told us they were coming August 28, no show; they told us they were coming September 4, no show; they told us they were coming September 11, no show.  I have contacted and filed complaints with the City Attorney for Brookhaven who oversees the Comcast franchise, contacted the Georgia Public Service commission online as well at personally contacting a member of the PSC, I have filed 3 complaints with the FCC, my neighbor has filed 2 complaints with the FCC.  We finally heard from  someone who said they would take care of it by October 23.  THEN we heard from someone who said the deadline has now been extended to December 15.  This is unacceptable. The Comcast person said the delay was, oh, they have to get permits - but he couldn't tell me what type of permits or who the permits would come from.  He didn't seem to know his subject matter very well so I informed him, I had already talked personally with City of Brookhaven Zoning as well as the Director of Transportation for City of Brookhaven and all say, we don't issue permits for this type of work because it is in a subdivision and these are private streets.  He said, oh, maybe they have to get it from the county.  I called DeKalb County Transportation, they said, no we don't issue permits for Comcast.   I talked with a UtiliQuest technician in our neighborhood who said the contractors for Comcast who do this work are paid by the foot, and since the span to span replacement is a relatively short distance - approximately 50 feet - it is not a lucrative job for them so they don't want to do it.  I had also telephoned Comcast again on September 17 and they gave me an ECM number and said someone would call me on the 18th or not later than the 21st.  Then I found out they closed out my ECM and no one called me.  This is a long standing nightmare. I need you to bury this cable and bury it as soon as possible. Asking me to wait until December 17 will be 6 months.

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Official Employee

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4.7K Messages

23 days ago

I do wish to set the correct expectations with you about the timeline. Once a date is provided it is more of a placeholder and wouldn't be guaranteed to be completed on that date depending on the weather, ground conditions, permits, technician availability etc. I would be happy to take a look at the account. 

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon @user_kyt5i7

 

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

Visitor

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8 Messages

I have followed your instructions and no one is responding to my Direct Message.

Official Employee

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4.7K Messages

@user_kyt5i7

 

Just as a friendly FYI, this is not a traditional chat platform, and we do assist multiple customers at the same time. It also takes a little time to find and familiarize ourselves with specific accounts, so that we can provide the best and most accurate assistance. So there may be delays between responses. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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8 Messages

@XfinityDena​ I opened Direct Messaging in Xfinity Support and no one is acknowledging it.

Visitor

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8 Messages

Yesterday after posting my detailed message on this forum around 1:51 p.m., I was instructed to go to Xfinity and open up a Direct Message.  I did that shortly after the request from XfinityDena.  So I entered that DM around 2:10 p.m. or so and got some initial engagement, and then was asked to provide photos of the problem.  By the time we worked through this DM and I got to posting photos it was around 3:15 pm. but the agent was still acknowledging my DMs. Then, she stopped responding even after I kept asking, is anyone there?  So it seems my DM was abandoned and I still have no answers.  

Official Employee

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1.2K Messages

Hi @user_kyt5i7, we responded to your direct message yesterday afternoon and did not receive a response back. I assume the message did not make it over to you, I'll copy & paste what we sent over in the direct message conversation. See you there! 


I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Visitor

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8 Messages

16 days ago

I got a "reminder e-mail" that I was supposed to accept the solution but no solution has been offered to address the fact that an above-ground orange cable has been connected from my pedestal to another homeowner pedestal since June 22 across my driveway and walkway and through our cul de sac and it is now October 1 and I've been told the deadline to bury it has been extended to December 15 which would mean I would have at that time lived with this for 6 months, assuming you actually do replace it by December 15, and everyone who comes to my house comments on how dangerous it is; the only solution is to get your contractor Clearview Construction out here and get the job done without any more excuses.  

Official Employee

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1.6K Messages

Good afternoon @user_kyt5i7. Our team replied to your private message about 6 days ago. Can you check your private messages when you have a moment? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick
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