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user_ggkycz
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4 Messages

Monday, March 31st, 2025 6:14 PM

How long does it take to bury a line?

I've had a Xfinity cable line running across my yard for well over a month now.  I've submitted a couple of requests for Xfinity to bury this line with no update.  I've tripped over it and almost hit it with the lawnmower.  At this point, what are my options because this is ridiculous.

Frustrated customer

Question

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Updated 

2 hours ago

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XfinityAlfonso

Official Employee

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1.8K Messages

4 months ago

Hello user_ggkycz thank you so much for taking the time to reach out via our Xfinity Forums regarding this drop bury situation.  A month is a long time, and we certainly don't want you or the line to suffer injury. WE can take a look into this for you. Typically, once a bury request has been submitted, there is a standard 14-day window for resolution. This can be moved, however, based on manpower, equipment, and even weather/environment considerations. 

 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

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user_ggkycz

4 Messages

@XfinityAlfonso​ It's now been almost 2 full months with no movement.  All I ever hear is, we're working on it.  I sure wish I could that excuse when it's time to pay my Xfinity bill.  

Frustrated customer

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3 months ago

XfinitySara

Official Employee

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1.8K Messages

@user_ggkycz - We sincerely appreciate your patience. As you know, we're still keeping you updated directly, through private messaging. But I'm glad you're willing to update your public post when necessary! The current work order that is open for construction at your location reflects a tentative/estimated completion date less than 2 weeks from now, pending certain approvals. And I'm sure it hasn't been easy waiting, so I really do want to thank you again for your patience. We continue to monitor this ticket as well as your account, and we'll let you know (via DM) when we have something new to share!

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 months ago

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user_62g32b

Visitor

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1 Message

My orange Coaxial Cable has been on top of the ground since October 2024 and I have called numerous time but all they do is call in locates and the tech never shows up to bury it.  

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2 months ago

0

XfinityJustinC

Official Employee

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1.4K Messages

Hello, @user_62g32b thank you for reaching out over Xfinity Forums. I definitely like to help get the line addressed, I know some areas have seasonal hold for underground line work which can delay. But with this being out so far, I'd like to reach out to our local team that handles these requests and help get this resolved. Since I will need to gather some information that we don't want in our public conversation, when you have time please send a direct message. 

To send a direct message: 

 

Click "Sign In" if necessary

 

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

 

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 months ago

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user_ggkycz

4 Messages

2 months ago

3 months later...still have have the cable across my yard.  I'm completely baffled why this is taking so long and why I have to continue to follow up for something like this.  Why do I keep needing to create a new chat to get information? 

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user_ggkycz

4 Messages

6 hours ago

I wish I could say Xfinity finally buried the cable line BUT nope, now it's 5 + months of cable line in my yard with no date frame of when they plan to get this done.  All I ever hear is thanks for your patience and we're working on it.  The fact that this is still a problem tells me they are not working on it.  

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XfinityJohnG

Official Employee

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1.9K Messages

Thank you for reaching back out here @user_ggkycz. I am very sorry to hear that they have not completed that work as yet. If you can send me a direct message I will be happy to check on that for you from here. 

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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5 hours ago

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user_sj3zt8

Visitor

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9 Messages

@user_ggkycz​ , I recommend that you file a complaint with your city's utility division and with the consumer protection division of your state's Attorney General's office.  I am having similar issues with a cable that has not been buried, despite promises by Xfinity to fix the problem.  I haven't been waiting as long as you have, but it's time for Xfinity to step up and meet their commitments.

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2 hours ago

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