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user_v22hyy
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Wednesday, July 22nd, 2026 7:05 PM

Buried cable

We had a temporary line hung for internet service in the fall of 2025. A cable was buried in the spring of 2026. We were told that someone would return to take down the temporary line and complete the connection of the underground line. 7/22/2026 I check online and there is no longer an active ticket for this work to be completed. How do I reopen a ticket without claiming a safety hazard? The chat assistant and all other options online do not recognize this as an issue

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2 hours ago

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EG

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119.4K Messages

3 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityEva

Official Employee

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2.6K Messages

3 hours ago

Thank you @user_v22hyy for reaching out about this concern with the cable line. Was the ticket you received for this starting with ECM followed by numbers? Usually a ticket of this type is opened when there are issues with the cables lines outside or they need to be worked on. If you received a notice that this was closed, it would mean it was closed as a work order is now in our system ready to be scheduled or an appointment has been scheduled. This can take 10-14 business days to be completed. Do you recall the date this was submitted? 

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user_v22hyy

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It previously showed in my 'support tickets'. I do not have the ticket number. The cable was buried in April or May, I had received a text following stating someone would be reaching out to schedule the takedown of the temporary line and connect the underground cable. I either need to 1. know that this work is still active in the system and just incomplete or 2. if there is no work order active how to get one so this can be completed. We are coming up on this being 10 full months of this process..

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2 hours ago

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user_v22hyy

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April 19, I received an email stating the new underground cable had been installed, and the temporary line would be removed in the next seven days. This was the last correspondence on the issue I have received.

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2 hours ago

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XfinityEva

Official Employee

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2.6K Messages

@user_v22hyy Thank you for that information and that is definitely a long time to be waiting for the work to be completed. Let's look up your account and check on that progress for you. We can return here once resolved to provide what we found/worked on. May I please ask that you send us a direct message with your full name and service address? 

 

How to Send Us a Direct Message:

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3.  Click the "Start new conversation" (pencil and paper) icon. 
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5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6.  An "Xfinity Support" graphic will replace the "To:" line.
7.  Type your message in the text area near the bottom of the window.
8.  Press Enter to send it.
For an example of how to send us a Direct Message, check out this link
How to direct message within the forum

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2 hours ago

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