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user_w9igd9
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09/23/2026 8:39 PM

Need cable buried- can’t reach Xfinity support

Hi! Reaching out here because apparently this is the only way to get ahold of Xfinity support? 

my internet cable is low hanging, loose, pulling off the fascia on my house and is dragging on my roof. I am converting my overhead wires to underground, and need my internet cable buried underground in a conduit. How do I reach Xfinity to schedule this? I already put in a ticket about the dangerous loose wire and the damage it has caused to my house from pulling the fascia off, but have not received a response from Xfinity and cannot add details to my ticket requesting to have the line buried in a conduit. Please help! I need to have this done asap!

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1 hour ago

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XfinityMarcus

Official Employee

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2.4K Messages

1 hour ago

user_w9igd9 thank you for using the Xfinity Community Forums page to reach out today. I am happy to assist you with the low-hanging cable you referenced. Let's gather some information privately to get this addressed. 

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:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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