I have been trying since initial install on May 30, 2025 to get the fiber optic line for Internet burial completed. First Tech came out and installed an inside fiber optic line from pole to Xfinity box but never put in a ticket to bury it. I called several times and about 2 weeks later my internet went out. Turns out something had chewed line in to laying on ground next to house. A Quality inspector came out to check Techs work and I told him about it but he did nothing. I called again and a second Tech came out and removed that line and ran another one from pole to house. This time it was the outside fiber optic shield line. Several days later a gentleman came out to bury cable. He routed the cable different from layout Tech took to house. Because of that the line on top of the ground would not reach as distance changed. He pulled another cable into conduit he just buried from pole to house but he used inside fibervoptic line again and left both ends disconnected. One on pole coiled up on a spool and one at house in box not connected. Thankfully he left the second line still laying on top of the ground connected and working. A week or more went by and I kept calling to get it fixed. Another Quality inspector came out to check work and I told him what was going on. Again he did nothing! I called and complained more and finally today July 3, 2025 a Tech came out and looked at work and left not fixing anything. He simply stated guy ran wrong cable plus should have ran where cable was laid out instead of changing routing location. Said he would tell his boss so they could come back and fix their work. Bottom line It is still not resolved.
user_suai4n Thank you so much for those details. I apologize that this is taking longer than anticipated to take care of for you. I will let you know the inspectors are just that, inspectors; they are there to check for code and quality, not correct or make repairs. I apologize if that expectation was not set. I am sure having them out with any work being done during their visit would be frustrating.
We do want to make sure the correct type of line is in the correct location, for when our team comes to bury it for you, there will be no need for additional disturbance in to the ground. We would be happy to help check into the work details and make sure any requests make progress for you. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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XfinityJohnG
Official Employee
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1.9K Messages
10 days ago
Thank you for reaching out here @user_suai4n. What type of service issues did you need assistance with?
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