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user_cgwhi5
1st Topic

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2 Messages

Monday, March 23rd, 2026 11:27 AM

New member with a service problem

Having trouble getting a service appointment for the outside service drop. Was directed to go here for help, so here I am. This is my first posting to get started. 

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1 hour ago

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XfinityThomasC

Official Employee

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3.2K Messages

9 hours ago

Hello, @user_cgwhi5

Thank you for becoming a valued member of the Comcast community. To clarify are you needing the drop run to your home to get services or waiting for the line to be buried? Drop bury requests take about 14 business days after the technician submits the order. However, delays can happen due to:

  • Permits: Some areas need a permit, which can take five to 30 days for approval.
  • Weather: Snow, rain, or frozen ground can delay digging.
  • Underground utilities: Other utility companies must mark their lines before we can dig.
  • Other delays: Events, construction, or special equipment needs may also slow things down.
    • Customers will be contacted with an estimated completion time if these delays happen.

Weather delay

Winter weather can delay drop bury requests because we can't bury cables when the ground is frozen. 

 

 

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user_cgwhi5

Visitor

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2 Messages

The overhead line has been there for 40 years.

Tree limbs from a recent windstorm are pulling it down dangerously close to the power lines.

Internet service cuts out several times a day; modem looses signal and takes 3 to 4 minutes to reset (loops hunting for signal).

Multiple attempts to get this resolved using bots, live agents on line, multiple trips to local service office talked in-person to agents with no real results.

Technician appointment scheduled... a no show.

It's heading into the dry season and I worry that the line will sag onto the power lines and the storm debris will ignite and start a fire.

Does anyone at Comcast really care?

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1 hour ago

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XfinityKam

Official Employee

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96 Messages

@user_cgwhi5 This is very important to us, any concern you have we find important. I want to look into this further and work on things getting scheduled. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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.
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