Customer Service Representative Says It Will Take 2-4 Months to Bury Temporary Internet Cable

I spoke with a customer service representative who told me that it may be 2-4 months before the temporary internet cable in my yard can be buried. The line is bright orange, comes from a box in the middle of my front yard, and wraps completely around my house. The utilities are already marked and I am unable to mow my lawn. The cable poses a tripping hazard, and I will be cited by the city if I do not mow my lawn for 2-4 months. Also, the utility markings will be gone by that time. I absolutely cannot wait 2-4 months for this cable to be buried. What can be done to have the cable buried sooner? Thanks.

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XfinityMartyR

Official Employee

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3.1K Messages

8 months ago

user_h3523i Good day! Thanks for reaching out about your cable bury concern. Generally this process typically takes about 14 business days after a technician submits a special request order. Delays can occur due to permits, weather conditions, and the need for other utility companies to mark their lines of course. Also, obstacles like going under a road, driveway, or sidewalk can cause delays. Since the underground utilities have already been marked, our local team or business partner will be able to schedule a date for the job to be completed. When was the cable installed?

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user_h3523i

Visitor

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4 Messages

The cable was installed on July 18th. The utilities were marked this week, and we received a notification on July 30th that the cable should be buried in 3-5 days. We called customer service today just to see if they had an estimate on when the cable might be buried, so that we could update our lawn care service. Our lawn care service will not come while the cable is exposed.

8 months ago

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user_h3523i

Visitor

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4 Messages

That is when customer service told us that a date has not been scheduled for the cable to be buried and that it could take 2-4 months due to delays. However, they did not indicate what those delays might be.

8 months ago

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XfinityMartyR

Official Employee

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3.1K Messages

user_h3523i Thanks for the additional information! You're still within the 14 day window for the job to be scheduled, so I would give it a little more time. The 2-4 month timeframe would be the case if the ground was frozen, or if you location is part of a big construction project.

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8 months ago

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user_h3523i

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4 Messages

Okay, will do. Thanks.

8 months ago

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XfinityAbby

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756 Messages

You're welcome!

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8 months ago

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