Visitor
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2 Messages
How to replace above-ground cable line
We just finished a home remodel and need to have the cable line replaced between the utility pole and the new weatherhead (service head) entrance to the house, but every time we try to schedule a service visit requesting a bucket truck through Xfinity they keep sending regular 3rd party installers in a van who don't know how to escalate the request for a bucket truck visit. We've been through this about 4 times now both requesting via text/phone and even at the Xfinity store. I've seen another response about submitting a Direct Message to Support but those instructions don't seem to work. How can we schedule this?
XfinitySeth
Official Employee
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759 Messages
23 days ago
Howdy user_f3c00b 👋 Thanks for being with us in our community tonight, and congrats on finishing the remodel to your home! I can imagine the undertaking that must've been for you, so i hope you were able to get through it without many complications 💪
When it comes to running new lines, we have local teams that we can connect with to have the property evaluated and discuss options from there. To get started, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
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