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user_580028
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6 Messages

Tuesday, August 15th, 2023 8:30 PM

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Cable needs buried it’s been FOUR WEEKS

I have had my cable going from street box across my lawn to my house for one month now. I call Xfinity weekly and I get the same runaround… There is a ticket and 1- it will be done within 48 hours or 2- I’m told it will be another week.

My cable has been running across my driveway in the Texas heat wave of 110° every day and it was being driven over daily by multiple vehicles.

After week THREE and my constant calling and expressing my concern of the cable being in the heat, being run over, and on the hot concrete,  I went outside one morning and found that Xfinity sent somebody out, but they didn’t bury it.


Instead they unhooked the cable from the street box, ran it through a county WATERSHED culvert that goes underneath the end of my driveway, and then back up over my lawn up to the box on my house.  IT STILL IS NOT BURIED! 

Let’s see what happens the next time we have a good Houston rain… And we have water rushing through the culvert with an Xfinity cable being immersed in there with a current.  

I am so regretting my decision and switching to Xfinity. Worst customer service ever.

Question

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Updated 

2 years ago

274

4

CCDanielB

Official Employee

 • 

252 Messages

2 years ago

Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" 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

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user_580028

6 Messages

2 years ago

I was told the day I made this post it would be buried Friday August 18th.  

Cable was NOT buried.  So now we are approaching 5 weeks.  

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user_580028

6 Messages

2 years ago

Just got a reply.  Copied and pasted   So looks like we will be approaching 6 weeks for unburied cable.  

“Thank you for getting back to us. Unfortuantely, the appointment has been rescheduled at this time to 8/28. We will continue to follow up with any updates.”

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user_580028

6 Messages

2 years ago

Just got an email saying that I needed

to accept the solution on my post.

 

“Reminder To Accept Solution on your post”

Why would I accept a solution when we’re going on six weeks and issue has not been resolved

  

2

DependentCustomer

Contributor

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47 Messages

@user_580028​ don't accept a solution until a solution is provided.

I'm a customer and understand your frustration. I'm from Illinois and had a neighbor rent the home next to me. This new renter decided to go digging one day near the roadway and destroyed my service line in June this year.  It took more than 20 calls and 60 hours of chatting during many weeks and many appointments to finally get my new line dropped, conduit bored under multiple driveways, and finally buried across a few hundred feet of land. It's a shame they never share the phone numbers to the department which handles these requests. I hope your line is buried this week and the weather improves soon. 

2 years ago

user_580028

6 Messages

@DependentCustomer​ I am absolutely floored at how incompetent the customer service and the management is at Xfinity. It’s just a matter of time until this cable is destroyed by the heat, water, a critter chewing on it in the culvert, or it being run over by a lawnmower by the county that mows the ditch and then I wonder how long it’ll be when I am without service they come out and replace it with a new one that runs out in the open.  

Today we start week 7 of it being exposed.  

2 years ago

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