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user_l2l94e
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4 Messages

Friday, October 31st, 2025 8:35 PM

cable wires exposed

During a storm (over 5 weeks ago) our wiring was struck.  Xfinity sent a repair man out within 3 days and he ran new wiring but he was unable to install/dig and put it in the ground.  He said another repair would do that.  We have now had 5 appointments and all we get is them rescheduling to another week.  In the meantime we have wires that are a tripping hazard.  Having company for thanksgiving and several of those guests are kids.  If someone gets hurt, Xfinity might get a lawsuit.  Every time this gets rescheduled, we have to cancel any appointments we have and sit around all day waiting on a service man only for them to not show up.  This is the 5th time and they didn't show up again!   Very frustrating.  Can't talk to a human.  Went to the store but they are only sales not repair. This is very crazy.  Looking at other internet services available.  HELP.

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26 days ago

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XfinityMarshante

Official Employee

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717 Messages

1 month ago

Hello @user_l2l94e, thank you for taking the time to leave a post. I’m sorry to hear about the experience you’ve had trying to get your new line buried. Yes, a separate team handles that part of the process. Once the technician installs the new line, they submit an order to our drop team. After all utilities have been properly marked, the drop team comes out to bury the line. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I’d be happy to look into this further and help get the line buried for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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user_l2l94e

Visitor

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4 Messages

[Edited: "Personal Information"]

5 weeks ago lightening struck the xfinity line.  All services went dark.  Xfinity sent a repairman within 3 days.  He ran an above ground line but said he was unable to run the line between pole and house and backyard -- another crew would do that.  Utilities were marked 3 days later.  Scheduled for 1st install, cancelled, 2d install, cancelled, 3d install, cancelled, 4th install,  They showed but said they didn't want to do it, scheduled 5th install (no show).   We have a long orange cable running across our yard.  My husband put a stick out to hold it up so we can mow.   My husband ran all the wires in a pipe so they are easy access.  He also has marked everything with flags.  I don't know what the problem is with the installers.  The first technician was great.  He was knowledgeable, spent hours running the line and making sure we had service.  The line is a tripping hazard.  My husband and I are both over 70.  We have a gathering scheduled for later this month (with children).  If someone falls over these lines, I can't guarentee there won't be a lawsuit.  Please help.

(edited)

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1 month ago

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XfinityEva

Official Employee

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2.1K Messages

Thank you, your information has been redacted on the public post to protect your information. May I please ask that you send us your account details through direct message? 

 

To send a direct message: 

•  Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary 
•  Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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

 

(if you don't see the option yet, you may need to sign out and sign back in) 

 

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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1 month ago

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user_l2l94e

Visitor

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4 Messages

They scheduled us Monday to bury cable line.  Once again, (5th time) No one showed up.  Cable is still in our yard and a tripping hazzard.  I'm now worried about when the ground freezes....This has been going on since September.  I keep getting asked if I would recommend Xfinity...How can I?  The first repair technician was wonderful.  I would highly recommend him.  However, who ever does the ground work for Xfinity is LAZY... won't show up.  

Please help...

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1 month ago

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XfinityBillie

Official Employee

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3.7K Messages

 

user_l2l94e I understand wanting to make sure that the drop is buried before the ground freezes. I would be more than happy to take a look and see what's happening with the workorder. To get started, please send us a DM to Xfinity Support with your full name and address.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

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1 month ago

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user_l2l94e

Visitor

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4 Messages

26 days ago

Lines for our XFINITY cable are still exposed and a tripping hazard.  We are on our 8th appointment with the XFINITY repairmen with no one showing up.  Can't talk to anyone.  Company is owned by a British COmpany and have a HQs in Texas.  Thinking about contacting the President or CEO.  This is crazy.  Would I recommend XFINITY to anyone...absolutely not.  Got a call into another cable company.  I am going to blast this lack of customer service all over my facebook and anyone else I can contact.  

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XfinityKei

Official Employee

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2.1K Messages

@user_l2l94e Please meet our team in a direct message, so we can pull up your account and see what's going on with your appointments and request. Our team can resolve this for you.

Here's 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.

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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26 days ago

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