Visitor

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2 Messages

Thursday, June 5th, 2025

Bury cable line

Hi, How can I schedule a technician to come out to either bury the cable line or submit a request to have it buried? Thanks

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Accepted Solution

Official Employee

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4.3K Messages

2 months ago

Hi user_gse946! Thanks for taking the time to visit our Xfinity Forum. My team is always here to support you and can absolutely assist you with submitting a line-bury request. To do so, please send us a Direct Message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (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

 

Visitor

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2 Messages

Need Help - exposed cable for 5 days. Each day new ECM is created and contractor closes ticket without showing up to property. Who can I contact?

Official Employee

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325 Messages

Thank you for taking the time to share you're in a similar situation in need of a line buried FKLZ06. We definitely understand how important it is to get this fixed, and are more than happy to follow up on this request for you. 


Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

Visitor

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2 Messages

28 days ago

I have called and chatted and I can’t seem to get anyone to bury my cable lines. I am close to canceling my service 

This comment has been converted into a post

Visitor

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2 Messages

@user_kbv9h7​ I've been trying for 3 years, and the only way I was finally able to get someone to come out was to post this message here. Then the "Direct Message icon” the employee response referenced above suddenly appeared in my account so I could submit an official ticket. So I would try that if you haven't already.

However, I will say I was coming back here to let them know the crew that "buried" my line did a terrible job and didn't completely bury it. I want someone else to come back and do it right. @XfinityAmira 

Official Employee

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1.4K Messages

 

user_gse946 Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

 

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

Visitor

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1 Message

23 days ago

I had Xfinity bury my cable line about a month and a half ago, and they messed it up and didn't work after they where done. They never checked to see if it worked, just left after they were done. I call xfinity, they sent a tech out to check and test the line, it didn't work, so he ran ANOTHER orange cable to my setup. I have been wait and wait to get it re buried for ever. They did send a crew out that didn't speak english, so we had to use a phone to inturpt for each other. They ended up doing nothing. You would think thtat since they medded up the 1st install they would want to fix it right, but I guess not. [EDITED: Language]POOR SERVICE!!  Can't wait for Fiber.  Been a customer for over 20 years, that will end soon!

[EDITED: Personal Information].

(edited)

Official Employee

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1.5K Messages

@user_spwmke, sorry to hear you've had trouble getting your line buried. We can help. 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 to get started.

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

Visitor

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2 Messages

10 days ago

ME TOO! I've been trying for over a month to get xfinity to schedule a technician to bury the cable strung from the pole to my house that we were told would be buried when we first ordered our service! We want to redo our patio in stamped concrete and I need the cable buried before we can proceed. My electric utility company has already buried their cable and I was trying to get xfinity out while the trench was still open. I even called the corporate offices and they said a Case Manager would call within 72 hours, but that was over a week ago.    AND the cable to my house wasn't even properly anchored, it only goes into the foam sheathing behind the siding and now it's pulling the siding from my house (I tried to include a photo but it broke this app and I had to start over).  Also  I don't get the "Direct Message icon" as described by the employee response, but I see that user_gse946 said;

 

" (the only way) to get someone to come out was to post this message here. Then the "Direct Message icon” the employee response referenced above suddenly appeared in my account so I could submit an official ticket."

I'm going to call the corporate offices again tomorrow (Monday)

Official Employee

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517 Messages

Hello user_nez5pv,  sorry to hear about the delay in your line burial. Our team here on forums would be happy to assist you with getting in touch with the local tech team in the area. Please send us a direct message with your full name and the service address and we can get started. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

 

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

Visitor

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2 Messages

@user_nez5pv​ I'm replying to my own comment with an update. 

I called the corporate office again this morning and was told that my previous ticket had been closed as 'resolved' by the Case Manager!  A new ticket was opened and 'escalated' to the highest level. I was told that a Regional Case Manager would call me today or tomorrow.  I asked if there was an explanation for why my previous ticket was closed as resolved, all they said was that since the previous ticket was closed without anyone calling me my new ticket would get escalated to a higher priority. 

Official Employee

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2.7K Messages

Hello, @user_nez5pv thank you for the update. Please keep us posted on the progress and feel free to take advantage of our direct message request to get further assistance from our team. 

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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