Visitor
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2 Messages
Bury cable line
We have been waiting 46 days to have our cable line buried. I've called multiple times and was actually able to speak to a representative three times. The last two times I received a ticket number and was told I would be able to see the ticket online. And no ticket is displayed. I have a ticket number but where does it go? Xfinity says they hire a separate company to do the work. But the representatives don't know who they are or a phone number for me to call directly. Anyone have any suggestions for me? I have other landscaping plans and can't continue with them until this cable is buried. This is beyond frustrating!
cwazydan
Visitor
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2 Messages
8 hours ago
I am in the same boat! T-Mobile/Metronet was out in our neighborhood a few weeks ago and accidentally cut our xfinity line. An xfinity tech was out right away (hooray!) and ran a new line ALL THE WAY AROUND OUR YARD, but no one has been back since to bury it. I am getting irritated as it's a trip hazard and I have to move it every time I mow. I would like it resolved!
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XfinityTommy
Official Employee
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2.9K Messages
8 hours ago
Good morning user_9sjpef. Typically, the bury process does around 60 days to complete depending on the area. The delays are normally caused by permit acquisition and overall schedule/contractor availability. Those ECM numbers associated with the tickets normally will relay updates to you via email/text. When was the line originally ran?
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user_k9c7yc
Visitor
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1 Message
8 hours ago
I was installing mulch and accidentally cut the cable to my home. What followed has been a long series of missed appointments, poor communication, and incomplete work.
Appointment Issues: I scheduled three separate technician visits. The first two appointments were completely missed — no calls, no messages, no updates. Only on the third appointment did a technician finally arrive.
Construction Crew Visit: Nearly two weeks later, a two‑person crew showed up. When I went outside to ask if they needed anything, neither responded at first. When I asked again, one muttered something I couldn’t understand, and they immediately walked off to start working. After about three hours, they left without saying a single word.
Workmanship Problems: A few days later, while mowing the lawn, I discovered the cable was exposed in three places, with two sections looping upward about two inches above the ground. I called Xfinity to report the issue and was told someone would come out to fix it. No one ever showed up.
Repeated Ticket Closures: Over the next several weeks, I called three more times — each call spaced about 1.5 to 2 weeks apart. I was told the service tickets had been closed, with no explanation. Each time, a new ticket was created.
On my most recent call, I was told the issue was being escalated to a “special department” and given yet another ticket number. I was told to stay near my phone because I would receive a call shortly. No one called.
Service Ticket History:
First ticket: never provided
Second ticket: ECM [Edited: "Personal Information"] (agent: Iyou)
Third ticket: ECM [Edited: "Personal Information"] (agent: Louis)
Fourth ticket: [Edited: "Personal Information"] (Special Request)
At this point, I simply need the line buried correctly and safely — and I need the work completed in a reasonable timeframe. I’ve been patient, I’ve followed every instruction, and I’ve made multiple calls. I’m asking for this to finally be resolved properly and without further delays.
(edited)
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