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user_508pt6
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Thursday, August 6th, 2026 5:18 PM

Delay on cable line maintenance requeste causing sever financial cost and injury risk.

I have a cable maintenance request ticket [Edited: "Personal Information"] open for about 11 days already. The request is to properly underground the cables and install and underground vault. The cables are currently on surface posting tripping hazard, injurry risk. Further my driway replacement work is stalled due to pending xfinity work. This is causing me sever financial loss in addition.

I reached out to xfinity support and they kept sending tech support who does nothing as this is not their work. Today I got in touch with another support guy that tells me xfinity will sit on it for full 14 days before they even apply for permits. Also there is no ETA and there is no way for me to reach out to the SRO that handles the work.

What are my options here? I am willing to go sue them for damanges if needed, but lesser extreme options first.

Question

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Updated 

5 days ago

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XfinityPaula

Official Employee

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2.3K Messages

5 days ago

 

user_508pt6, Hi there! Thank you for sharing the trouble you are having with having our cable lines buried. I'm sorry to read that there's been such a delay. I would be happy to help out and make sure that we have the correct team engaged to have the work completed asap. 
Without knowing what type of order you have for the work to be completed I would like to add some details for the SRO ticket / requests that can be on an account. There are different types each with their own estimated completion times. The most common requests are for underground line burials which is only for the line that runs from our pedestal or telephone pole connection to your home. We expect those requests to be completed within 14 days. If construction is needed for installing a vault or a different type of line the timeline for completion changes.
To keep from guessing on what might be happening, can you send us a direct message please with your name and service address? 
This way we can keep your details private and help get the right team out to you to secure the hazard and complete the work. 
 
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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