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user_sj3zt8
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17 Messages

Monday, July 14th, 2025 1:00 PM

Hazardous cable left unburied for four weeks. Preparing to file a complaint.

I have had a cable lying across my yard for over a month.  I have reported this three times.  This cable is a hazard for anyone walking through my yard and for mowing.  The final straw is that Xfinity FINALLY agreed to bury the cable yesterday, but the crew was a no-show.  There appears to be NO WAY for me to get connected with a live agent to address this problem, and I am unwilling to wait the standard three weeks to start the cycle all over again.  My next step is to contact the state utilities commission and file a complaint

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18 minutes ago

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XfinityEva

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1.8K Messages

2 days ago

Hi there! Thank you for taking the time to reach out. We understand this type of issue can be frustrating and a hazard. Sometimes, there may be additional work, permits, etc. needed, so, let's take a look at the current work order to see what is going on.  

 

Please send us a direct message with your full name and service address to get started. 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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user_sj3zt8

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17 Messages

Update from OP:  XfinityEva has communicated to me that Xfinity will absolutely most definitely be here tomorrow to bury the line.  Sadly, XfinityEva can provide no guarantees other than to "work with" local teams if they fail (again) to complete this work that is three weeks overdue.  

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2 days ago

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user_sj3zt8

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17 Messages

Update 2 from OP:  Xfinity continues to equivocate on when this dangerous cable will be buried.  Customers should not be subject to a plea for loyalty, patience, or trust when there is no commitment from Xfinity to fulfill their commitments.

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2 days ago

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XfinityMarcus

Official Employee

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1.6K Messages

user_sj3zt8 thank you for sharing your experience with other customers, rest assured we are certainly working to get your this line addressed for you. We are also live agents that you have been connected with and though we are not the local repair crew who will be completing the repair. This is not a customer facing team, which is why we would contact them on our end to coordinate an available time and get the line addressed.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 days ago

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user_sj3zt8

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17 Messages

2 days ago

Thank you, XfinityMarcus for your response, but at this point, I simply don't care.  I am holding Xfinity accountable to its commitment to get this hazardous line buried tomorrow. 

Inexplicably, Xfinity thinks that this discussion forum is the best method for me to obtain customer service.  As a result, this forum is the only avenue I have available to me, so I expect results as identified here.

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XfinityPeterH

Official Employee

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2.1K Messages

 

user_sj3zt8 Your concerns are valid, and I want to assure you that we take them seriously.

While this forum is one of several ways we support our customers, I recognize that in this case, it may not feel like the most effective channel. Please know that your request to have the hazardous line buried is being treated with urgency, and I will personally ensure that your concerns are escalated to the appropriate team for immediate attention.

We are committed to following through on our responsibilities, and I appreciate your patience as we work to resolve this matter as quickly and safely as possible.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 days ago

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user_sj3zt8

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Thank you.  Please advise how your comments support previous comments sent through direct messaging that Xfinity is not fully committed to finally getting this issue taken care of tomorrow and the date for resolution is "subject to change"?

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2 days ago

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user_sj3zt8

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17 Messages

22 hours ago

Well, I've been officially notified that Xfinity is again not coming to bury my cable today.  I'll be completing my complaint with the state utilities commission this evening. [Edited: "Soliciting"]

I'll also be looking to switch service providers.

Do better, Xfinity.

(edited)

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user_sj3zt8

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17 Messages

LOL....Xfinity customer service edited my link to the Minnesota State Attorney General's Consumer Complaint division as "soliciting"!

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19 hours ago

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user_5w15rf

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7 Messages

@user_sj3zt8  This link https://www.xfinity.com/support/articles/underground-wiring has great info on what could  cause delays, a line over a yard isnt generally considered a hazard, safety issues are gennerally a line that is over sidewalk or low hanging in traffic, normal line bury can take up to 14 buzz  days assuming no delays come into play that are listed on the website

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18 hours ago

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user_sj3zt8

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17 Messages

Thank you for the link.  However, none of the potential reasons for delays apply to my situation.  

A line over a yard is most definitely a hazard.  It's a tripping hazard to anyone who is traversing the lawn, including children who happen to play in yards.  It's also a nightmarish hazard to homeowners who have to mow.  While I agree that the it's not an emergency, I will assign any potential liability for injury to Xfinity, who have refused timely resolution. 

I waited patiently for Xfinity to fulfill their responsibility to bury the cable within the timelines they provided.  They botched the job, and continue to delay and obfuscate timelines for further resolution.  

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18 minutes ago

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