Visitor
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1 Message
How to speak with a manager? No Internet and No Cable Bury Status Updates for a Month
I need to speak to a manager.
A utility pole fell and snapped our internet cable on June 15, 2025. We called Xfinity and had a technician come out for a solution.
That technician was unable to put up a temporary line. They made a request to get a line buried for us.
Our utilities were marked and a team came out to do the line bury work, but they said they couldn't bury the line. They left without giving us any information about why they couldn't bury the line.
We have called the 1-800 xfinity number multiple times for updates but all the reps have no clue what is going on with our cable bury work order.
We have gone into an xfinity store for in-person help. They put in an urgent ticket for us but it was canceled the next day.
Without any idea what is going on with this work order, and being without internet for a month, I need to speak with a manager.
XfinityRay
Official Employee
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3K Messages
10 hours ago
Hello, user_7yhfxe! I am sorry to hear about the pole taking out your service. Our team is fully equipped to help you further here. We can check to see where things are at and go from there.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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