Request to Move Xfinity Lines to New Utility Pole – Pole #409391

A new utility pole has been installed, and Xfinity lines currently remain on the old pole. I am requesting that Xfinity schedule the transfer of its attached lines to the new pole as part of standard utility pole attachment relocation.

This request is time-sensitive, as the old pole cannot be fully decommissioned until all attached utilities have been moved. Please let me know if additional information is needed, such as photos, pole tags, or coordination with the pole owner.

Thanks for providing all the details, @user_uk3t1m. We are glad to further help with getting the lines moved to the new pole. 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:
• 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

Directions above are waste of time.  Digital assistance does not work for a Special Request Order. You need call, endure the long wait, asked for the special request order. Start the conversation by saying your TV and/or internet work fine.  Request is to relocate the utility line and the new pole is already installed.  Special requests are handled by a different field service team that deals with line construction (i.e. line drops, line burial).  I'm on my third request, hoping that this final time works.  Good luck!

Hello user_prpahj thanks so much for taking the time to reach out here via our Xfinity Forums. From your post, you're having issues with line relocation between an old and new pole. Is that correct? 

I have a long list of issues working with Xfinity customer service and digital support. It is broken and has been a waste of many hours of my time, despite repeated assurances that things were being taken care of.  Entire experience is causing me to look at Verizon and Starlink for my internet services.