Visitor
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2 Messages
How do I file a complaint about shotty workmanship during a service appointment?
Recently, a service appointment was completed to have service restored after an outage caused by a cut service line. The technician could easily identify what occurred, and replaced the line, but the line he replaced with is not long enough to be buried underground. No slack, stretched in the air for part of the length between my service entrance box and the main box on the road. Now I have to wait for another team to come "bury" this line underground, which will not be possible because it isn't long enough to bury, let along bury to a depth that will prevent it from being cut again in the future. I am happy to share pictures to verify this unacceptable work. It should not be hard to have a new line installed, and have it properly buried underground to prevent future issues.
XfinityJustinC
Official Employee
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2.5K Messages
6 hours ago
Hello @user_lbo4rk thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and completely understand wanting to ensure there is enough line slack for when the underground work is completed. I appreciate the offer to upload a photo of the line in question, that would be helpful. From experience, I've seen that replacement lines are typically temporary orange lines, the get updated to the permanent line during the underground line work.
If the replacement line is black, we would definitely want to have that addressed, and I have the option to open a ticket for our team that completes that line work. I did also want to help get the proper expectations that underground line work orders can take up to 14 business days to complete once entered, as most times the area has be marked first underground lines. Once that has been completed, the work order will move forward.
Please upload the photos of the line when you have time, I look forward to hearing back from you.
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user_lbo4rk
Visitor
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2 Messages
6 hours ago
Thank you for your understanding and assistance. I've attatched two photos. In the first, you can see the new line, a black line, is draped down from the box on the house and stretched out to the street box, which is in the second. There is no slack available in the line.
The original issue was caused by the original line not being buried below ground more than about 1". This line won't even be able to make it 1" below ground. You can see in the first photo, the original line is encased in a conduit attached to the wall. this new line is not, and isn't able to be.
I'm very much hoping we can resolve by having the permanent install team run another new line, appropriately, and bury well below ground.
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