Visitor
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1 Message
Delayed Underground Cable Line Burial (Drop Bury) - Arlington County, VA
Hi team,
I am requesting assistance with an uncompleted underground line burial (drop bury) for my service in Arlington County, Virginia.
It has been over four weeks since Xfinity flagged the need for a line bury at our home. A contractor called me last Wednesday to let me know the job would be completed on Thursday, but no one ever showed up. I have tried calling them back since, but they are not answering the phone. Standard phone support has not been able to provide a clear update or regional construction timeline.
Could a representative please review our account and open a ticket with the local Northern Virginia construction / drop bury team to check on:
The status of the regional excavation work order.
The status/expiration of the local Virginia 811 (Miss Utility) locate ticket.
Any pending right-of-way permits with Arlington County.
I am ready to send my account name and service address via Direct Message as soon as requested.
Thank you.
XfinityJustinM
Official Employee
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892 Messages
13 hours ago
Greetings @user_dsz1vm,
Thanks for following our comunity forums guidelines and providing a good deal of context with your post. Just to provide you with some additional insight here, drop buries are considered special order request. They work differently than regularly scheduled technician visits. While a tentative date may be shared with you, the date is just that tentative. When a work order is entered it can take up to 14 business days for the work to be completed if there are no delays. The When an underground cable line needs to be installed or replaced article shares more details about the drop burial process. If the work permits have been completed and the work has yet to be completed within the 14 business day window we can raise a ticket to make sure the work gets back on the field teams radar. We'll need to gather some additional details via our secure direct message channel to locate the status of your work order. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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