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Drop bury requests take an average of 14 business days from the date we submit the order request for the work to be completed. Delays may be caused by permits, weather conditions, utility marking, or other issues.

• Permits:
  • In some communities, we’re required to apply for and receive a permit before we can replace the underground cable line.
  • Permit approvals can take between five and 30 days.
• Weather conditions:
  • Weather conditions, such as snow and rain, can impact both the equipment used to bury the cable line and the ground conditions in such a way that we’re unable to dig.
  • Since weather is unpredictable, duration of these delays is also unpredictable.
• Underground utilities:
  • All utilities must either mark their lines or let us know they have no lines where we’re digging before our underground crew can begin.
  • Delays can happen in the survey process performed by public utilities.
• Other ussues:
  • Other delays can be caused by special events, area construction, etc. that may limit access, or we may need other equipment to perform the work.
  • Customers will be contacted with an estimated time of completion when these delays occur.
    
    

Winter hold

Winter weather prevents drop bury requests from being worked since we're unable to bury when the ground is frozen. When this happens a “winter hold” status may appear on the work order.

• The work order may be entered during the winter months (typically November through April); however, the work won't be scheduled until the ground thaws.
• Scheduling of impacted work orders is prioritized based on the date the cables were placed on the ground.

You can send us a direct message with your full name and service address to check where your order is at. 

 

To send a direct message: 

 

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
• 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