Visitor
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1 Message
Improper underground cable burial issue - Needs escalation
Back on 6/24/2026, Comcast sent a contractor out to replace the underground cable between the main box and my house. The cable was "buried" just under the grass (not even an inch down) in many places and will be damaged with lawn aeration or any other lawn work. Also, where the cable runs up from the front easement to my house along the property line, the cable was improperly buried on my neighbor's side of the property line. He is not happy.
I have made several calls to customer service who have opened several tickets and still this has not been resolved. I keep being told that I will be contacted within 24-28 hours of each call, and then NOTHING.
The latest ticket number is TT# [Edited: "Personal Information"]. Can you please help me escalate this issue so it can finally be resolved. I just don't have the time to keep calling and repeating this process. It takes about 45 minutes of hold time or callback wait time plus about 30+ minutes speaking with an agent for each call. It seems that there is no way to escalate an issue past the Customer Call center agents.
Thank you.
XfinityDemetrise
Official Employee
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394 Messages
9 hours ago
Hi there @user_vtvk69 Thank you so much for reaching out on our Xfinity Community Forum about your line bury concern. I'll be happy to assist. To get started, please follow the steps below to send a direct message.
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