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user_jmxf1p
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09/01/2026 2:52 PM

Construction/serviceability escalation needed — 5+ weeks with no construction date

I've already initiated the order

My understanding is that Xfinity has determined construction is required

The line needs to cross under the alley and through your backyard - they have taken all the pictures and know the exact situation

I've been waiting 5+ weeks with almost no proactive communication as I've called to follow up 5+ times

I've received no construction date - I got an email saying a permit was applied for about 5 weeks ago

Customer service has been unable to tell me where the construction ticket stands - they have sent out technicians multiple times who just say the same thing over and over

Can I get the ticket escalated to the local construction/serviceability team? 

I need help and none has been able to be found from calling customer support. Please...

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12 days ago

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XfinityChristy

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3.1K Messages

12 days ago

 

user_jmxf1p Thank you for reaching out, and I'm sorry to hear how frustrating this process has been. I can understand your concern after waiting more than five weeks and having to follow up multiple times without receiving a clear update. I'd be happy to review the status of the request for you. I do want to set expectations that construction and serviceability projects can take quite a bit of time, especially when permits, engineering reviews, or construction work are involved. While I can certainly check for updates, we have access to the same information that our phone support teams see, so there may not be additional details available yet. Please send us a direct message with your full name and service address, and I'll be happy to review the request and confirm the latest status. If there are any updates available, I'll be sure to share them with you.

 

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