Visitor
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1 Message
How do I actually get someone to come bury the line in my yard?????
After having connection problems with my internet, a new line was run from the box in my yard to my house. That was on May 13th. I waited 2 weeks to have it buried then called Comcast. I was told it was 14 *business* days so I waited longer. Called again after 14 business days and was told that the work order wasn't actually entered until May 23rd and I had to wait until 14 days after that. I waited the additional 14 days and nothing happened. After extreme frustration, an appointment was scheduled on June 18th to get it buried. No one showed. When I called that evening it said I had an appointment for June 19th and again no one showed. When I called it appeared the appointment was moved to June 25th. After much arguing, I spoke with a supervisor who told me she moved it up to June 23rd and put in a request to add me earlier if there was a cancellation. All of your representatives have agreed this is an unacceptable amount of time to wait.
Yesterday (June 22nd) my husband received a text that the June 23rd appointment was cancelled and, now, I have been trying to online chat or speak an agent on the phone and I am getting nowhere.
How do I actually get someone to come to my house and bury the line that has been laying there since May 13th????
I am about the pull the line out and cancel my service. This is the worse customer service I have ever received.
XfinityPaula
Official Employee
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1.5K Messages
2 days ago
Hello user_nlk3zb. Thank you for reaching out to us on our Xfinity Forums for help with the line burial that is needed. I'm terribly sorry to read of the experience you have been having since the order was expected to be entered on May 13th. I'm sure having the line lay across the yard like that is unsightly and an inconvenience when yard work is needed, and based on my yard we are in the thick of mowing season! You are in the right place for help, my team is awesome, and we are well versed in working with our local teams on requests like having a line buried and will be able to have this sorted out asap.
Please send us a direct message with your name and service address. From there we can see the orders and work with our technicians to make sure the job is completed.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
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