Visitor
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10 Messages
Cable Bury Request
Hi, I moved into a new home June 14. Once settled, I had an internet install a few days later. The tech came out and said that there is no main line running to my new construction house (or my neighbors) and a ground crew would need to come out and bury a cable under the street from my rear neighbors junction box to my house. He said the ground crew would be out within a few days. I left on a work trip and when I came back I saw that the utilities were marked on the street and yard but no progress on the cable bury. I called customer service again on June 30 and she assured me that a ground crew was coming Sunday, July 10, and scheduled a home install July 11. Obviously I was very skeptical of this but went along. Surprise, no ground crew showed up on Sunday. I called CS again Sunday afternoon and they said that they would put in a request for the tech to run me a temporary line Monday. The tech arrived this morning and said the line was not buried and that he can't run a temporary line over a street or driveway. He put in a request for a cable bury and gave me the confirmation BOLHZE1KRFZO. He said the request was never put in or else it would've auto canceled his request. I just looked at my account and there is a message that BOLHZE1KRFZO was auto-canceled due to a duplicate request. I have no idea what the code is for my original cable bury request. I spent all morning on the phone and escalated to a supervisor and she said that someone will contact me today regarding the cable bury request. Once again, I'm left a sucker as there is no call at 4:08 PM.
It is infuriating to me that a house built in 2022 has no access to cable TV or Internet. I work from home and tethering to my phone is unreliable and constantly cuts out the internet or Teams calls. I will continue to post this wherever and whenever I can make it known until this line is finally buried and I can get internet in my home IN 2022!
XfinityDena
Official Employee
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4.3K Messages
4 years ago
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for you with your service. 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!
- 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
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user_189c4b
Visitor
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10 Messages
4 years ago
Thank you Dena. We've talked but I still don't know what the confirmation number is for the original cable bury request, and I don't know when the cable bury request is scheduled. I'm still worried because this message is sitting in my Recent Activitity section of My Account:
Your Cable Bury Request was Auto-Cancelled because this is a duplicate request, Underground drop SRO is already pending with the Cable Bury team. The Cable Bury team will follow up with the customer on next steps.
Please contact your supervisor with any questions.
Does anyone know if Comcast/Xfinity subs out the digging work to a local contractor? Or do they have internal crews that do that?
The tech that came to my house Monday morning said it was an easy dig, and would take about 30 minutes. I hope that's the case.
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user_189c4b
Visitor
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10 Messages
4 years ago
Still the same story: I still don't know what the confirmation number is for the original cable bury request, and I don't know when the cable bury request is scheduled.
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user_d2a3ac
Visitor
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1 Message
4 years ago
I completely agree with your post. We just moved in to a new subdivision and are waiting on the same thing. Its 2022 people. There is absolutely no reason for this to not be handled before people start moving in. What infuriates me is that I go to the mailbox and have a flyer from Xfinity that GOOD NEWS, you can now get service at your address.... Well day 7 of waiting for said cable to be buried....
(edited)
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user_189c4b
Visitor
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10 Messages
4 years ago
I'm still waiting! Supposedly there is a cable bury happening August 8th...
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user_189c4b
Visitor
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10 Messages
4 years ago
Yea, that cable bury never happened. Figures...
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