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user_3dkldx
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Monday, March 23rd, 2026 6:19 PM

Reopen Bury Cable Request

I received an email that my service request to bury a cable was complete. It has not been completed. How do I reopen the ticket?

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XfinityThomasD

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2 hours ago

 

user_3dkldx Thanks for creating a post. Was it a ticket starting with an ECM # that was closed? I ask since that ticket would be the submission to have the work order created for the drop bury, which is then scheduled and worked by the maintenance crews.

 

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user_3dkldx

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There is no ticket or reference number on the email. It just says:

Your new underground cable line has been installed

The only reference number I can locate is in an email from Feb 20th stating that the appointment was scheduled. That confirmation number is: [Edited: "Personal Information"]

(edited)

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15 minutes ago

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XfinityRichard

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Hi there, @user_3dkldx ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the inconvenience regarding your line not being buried. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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

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12 minutes ago

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user_3dkldx

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Sent the DM with requested info

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1 minute ago

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