1 Message
Drop bury Request limbo.
Hi all.
I've had an open drop bury request since the 22nd of October. Ive had a technician come out 2 times and give up, their visits did not appear logged when I contacted xfinity for a status update.
This week I was scheduled for an attempt on the 5th, another no show but we did apparently have a reschedule for the 6th. That came and went but the story changed. They neglected to reschedule the 2nd missed appointment and I got kicked to the next available date, a week later on the 13th.
None of the four visits ever had any notes attached. The best I got was the 2nd visit where they left after telling my fiancée they couldn't find the box which they have to drive past to leave the complex.
I live in a new development that is serviced by comcast. I literally see a comcast hookup (not main access) across the street.
How can I better help xfinity get this done? I've asked for the contact information of the 3rd party to find out what's going on but no one seems to know who to call.
No one could explain why this was treated as a new request, if possible I would like to speak to someone regarding why it's collecting dust in the work queue.
XfinityAldrik
Official Employee
•
1.7K Messages
16 days ago
Thank you for reaching out to us @user_lf79ur! When a drop bury is requested, it opens a special request order that can take up to 14 business days to complete. This special request order can appear to have a scheduled date, however, that date is intended to prevent the order from being closed to early and is not a guaranteed date.
Our technicians typically use a separate work order system to track and note updates on these requests. Notes left in that system will pertain to this drop bury request but will not be visible in the account's notes.
Weather conditions, such as snow and rain, can impact both the equipment used to bury the cable line and the ground conditions in such a way that we’re unable to dig. All utilities must either mark their lines or let us know they have no lines where we’re digging before our underground crew can begin. Other delays can be caused by special events, area construction, etc. that may limit access, or we may need other equipment to perform the work. In some communities, we’re required to apply for and receive a permit before we can replace or bury the underground cable line. Permit approvals can take between five and 30 days.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look! To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil 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
- An "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.
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