3 Messages
Line Bury Request (Help)
Wondering if anyone has any advice on how to get in touch with someone at Xfinity who can help with my line burial. On 5/2, I had a technician come out and before being able to even speak with them - they opted to cut my existing line and provide a temporary line that is now running across my driveway (big trip hazard with kids constantly coming and going). I was told that they have 14 days to bury the line but that it was likely someone would come out in 2-3 days to bury the line. I'm now approaching almost 30 days with this temporary line and despite my numerous calls into comcast, I have yet to get an answer on when this would be completed. I've created multiple new tickets and each time they've told me it would be resolved within 48-72 hours but then I ultimately never hear back or receive a resolution.
If anyone can help point me in the right direction to get this resolved - I would greatly appreciate it.
XfinityPaula
Official Employee
•
1.4K Messages
11 months ago
Hello @user_9r06mc You are in the right place for help! I'm sorry that the line is still there and causing a potential hazard. Also, that you attempt to resolve it have gone unanswered. We will help and make sure that you are kept in the loop for the process. Thank you for sticking with it and reaching out to us through our forums! If the technician submitted the request correctly for the burial, you should have received communication from our maintenance team with the expectations for the work to be completed. If you did not receive those communications, I think the issue is that the request was not submitted or not submitted correctly. I'm happy to look into it and make sure that it's taken care of once and for all.
Please send us a direct message with your name and service address. From there I will have to verify the account and I will set up the orders we need to have the line buried!
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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user_mxvzjd
13 Messages
11 months ago
Did you ever actually get this resolved? If it helps, your experience sounds quite typical, unfortunately. Xfinity contracts this work out to random local third parties, and there seems to be zero communication or accountability. It is common to experience your order being closed repeatedly, claiming the work is complete, while your home security footage shows no one even came near the property. When you call Xfinity (after wasting time convincing the robot to let you talk with a human), the agent will have absolutely zero information about your situation, no ability to communicate with the technician or see their notes (because it was never an Xfinity tech), and just give you another date, maybe telling you it is escalated, with their utmost sincere apologies. This cycle will continue until you win the lottery, which I hope by now has happened for you. :)
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