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user_pxyxm8
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10 Messages

Monday, April 6th, 2026 6:43 PM

Broken outdoor ground box

Just bought a brand new home and cable ground box is totally broken, lock bolt sticks up and wont lock down due to damage. Have tried to call but can never talk to anyone 

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33 minutes ago

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XfinityFrank

Official Employee

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2.2K Messages

5 days ago

Hi there, @user_pxyxm8. Thanks for reaching out to us here on the Community Forum and congratulation on your new home! Could you provide more details on this box including where it is located in reference to your home? Thanks. 

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user_pxyxm8

10 Messages

It is between ours and neighbors driveway. Yes it is comcast. The builders told us its theirs and yes it is covering cable

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5 days ago

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user_pxyxm8

10 Messages

It is totally damaged, someone steps on it the top will go right in the whole and also since the lock bolt doesn't work and is sticking up to where a mower can hit it or someone can get really hurt. 

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5 days ago

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XfinityFrank

Official Employee

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2.2K Messages

Thanks. @user_pxyxm8. Let's see what we can do to assist with getting this resolved. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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 a reply as the Accepted Answer.tick

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5 days ago

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user_pxyxm8

10 Messages

5 days ago

Here are a couple pictures of the broken box. It even has CATV on it and the builders are saying you are responsible for repairs

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XfinitySara

Official Employee

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2.5K Messages

2 hours ago

Ok, @user_pxyxm8 - Our team was able to escalate your concern with a ticket, which led to an open work order. Then, when our technician referred your location to another team, we were able to reach out to the local leadership, who has now confirmed all is taken care of. Great news! As mentioned in our last direct message to you, if you need anything else, please feel free to respond directly in the next day or two. If you have no other needs at this time, you are always welcome to simply start a new post down the road :)

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user_pxyxm8

10 Messages

It's not taken care of it still hasn't been fixed. Only one person came and he didn't do a thing but say someone else has to come out and fix it

(edited)

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54 minutes ago

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user_pxyxm8

10 Messages

43 minutes ago

Please send someone to replace your broken box ASAP and not just a tech that doesn't replace ground boxes. This is a danger issue. 

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XfinitySara

Official Employee

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2.5K Messages

Thank you for letting us know, @user_pxyxm8. I'll DM you in just 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 a reply as the Accepted Answer.tick

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33 minutes ago

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