8 Messages
New construction. Drop bury request
Hello,
We are in a neighborhood served by Xfinity. This is a new construction and close from the road. We had two different installation technicians come on two separate occasions, only to say they can't run a cable from the street to the house, because it needs to be buried under the road. This is a small, residential dirt road outside of town, but because the box is located across the road cable has to be buried under the road. We are talking about 12ft of the cable having to be dropped underground from the plant box to my property. My wife is working from home and we desperately need to be connected to service. Technician did submit a OneDrop ticket, but I never heard back confirmation or an update from construction or survey team. I have the OneDrop ticket number that I can provide.
Just asking for some help here to prioritize this. At this point I am willing to pay to get the cable buried please.
Accepted Solution
user_mbwnx2
8 Messages
1 year ago
Yes, Comcast contractor came in today and buried the underground cable under the road and to the house.
We have the actual service installation scheduled with a technician this coming Monday.
Thank you.
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XfinityAntoine
Official Employee
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1.4K Messages
1 year ago
Hey there, user_mbwnx2! Thanks for reaching out about this drop bury request. I'd be more than happy to look into this for you to find out what happened.
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XfinityAntoine
Official Employee
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1.4K Messages
1 year ago
I can see if there are ticket numbers for the previous work orders you mentioned. If I can find them, I can read the notes in the ticket left by the local team. With any luck they'll explain what's done and next steps. From there I can determine how I can help move the process forward.
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user_mbwnx2
8 Messages
1 year ago
Team, saying "wait a week and come back if you don't not hear anything" is not really the way to go about this.
It's been over a week already since the initial request was put in. I'm without internet in this location since January 4th when we moved into the new house. The initial request was submitted under wrong address by the first technician and closed. That was on Monday, January 8th.
Another request was put in last Saturday by the second technician, but while he did give me the OneDrop ticket, I never received any sort of email confirmation from Xfinity stating the request was actually opened.
I'm looking for someone to actually take ownership of this and make sure request has really been submitted for the correct address and not lost.
I'm seeing other people who had similar issues with having cable buried underground were told to contact a representative via private message on here to provide more information to get things moving.
I'm simply asking for the same level of assistance please.
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user_mbwnx2
8 Messages
1 year ago
Hello,
I received a voicemail today from another representative stating the ECM ticket you created for me was closed, because "underground cable installation was completed on January 9th".
This is totally incorrect, and information in this ticket must be wrong. Can we please re-open this ticket?
Thank you
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user_mbwnx2
8 Messages
1 year ago
Just an update for anyone following this thread.
Xfinity Support reached out to a local tech management and I'm waiting to hear back.
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