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user_abc913
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Wednesday, September 13th, 2023 12:40 PM

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Line strike - support

A contractor hit a line (COAX) that was buried very shallow under a slab while excavating to install loading dock levelers. 

I had a 1 hour texting session with a customer service rep in India (phone lines were all busy) who told me they had scheduled someone to be out there today at 10am. It got pushed to 1pm. Then I got the confirmation 4 hours later with the wrong address. 

I had to try again to get someone on the phone to schedule a rep to come fix the conduit and repull the coax. 

This new rep opened the following ticket for me but couldn’t give me a date or time:

[Edited: "Personal Information"]

can someone please help expedite this 

Question

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Updated 

2 years ago

 • Edited

237

3

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XfinityGabriel

Official Employee

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2.3K Messages

2 years ago

Hi, @abchamberlain! Welcome to the XFINITY forums page and thank you for your time spent on reaching out for help with that line that was hit. As someone who had to wait for a line burial replacement before, I can understand the importance of getting this resolved as quickly as possible. I am sorry to learn about this experience. We are the perfect team to help over social media. Can you tell me if you currently have service with us and if the services are interrupted at your location at this time?

1

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user_abc913

7 Messages

Service is not currently active. We will have a tenant moving into the suite this month, at which point they will likely reactivate the service. 

2 years ago

0

XfinityGabriel

Official Employee

 • 

2.3K Messages

2 years ago

Thanks for confirming that for us, @abchamberlain. The great news is that ticket, is the correct ticket opened so we can get this concern expedited to the field team in your local market. These types of jobs can take up to 14 business days due to permits.  Cable lines underground and above ground and normally follow the same path as the utility service lines to the home. In some communities, we are required to apply for and receive a permit before we can replace the underground cable line. Permit approvals can take between 5 and 30 days.

(edited)

0

0

user_abc913

7 Messages

2 years ago

This should be as simple as replacing a small section of the 4” conduit and splicing the coax cable.

8

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XfinityChristy

Official Employee

 • 

2K Messages

Thank you for sharing the pictures. I agree it sounds simple enough, but there can be factors within the process we are not aware of. Our team will track the progress of this ticket and keep you updated. 

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

2 years ago

0

user_abc913

7 Messages

Thank you. Is there anyone I can call directly?

2 years ago

0

XfinityChristy

Official Employee

 • 

2K Messages

I don't have a direct number for you but the ticket that was created was sent to your local team. They will reach out if they have any questions but do need a bit of time to get things organized and resolved. 

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

2 years ago

0

user_abc913

7 Messages

The gentleman I spoke to yesterday told me he would email me a copy of the ticket, but I have not received it. Can you email it to [Edited: "Personal Information"]

(edited)

2 years ago

0

XfinityChristy

Official Employee

 • 

2K Messages

I would be happy to review the ticket and provide the details I find in a private message but I don't have a way of emailing you a copy of the ticket. To get started, please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
  • 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
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

2 years ago

0

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