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user_pblr04
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Friday, August 9th, 2024 11:35 PM

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Service Tech initiated a OneDrop request, what to expect next?

My buried line was too shallow and was damaged during concrete work. Service technician came out on 8/9 and was not able to get signal from any exposed cable. He submitted a OneDrop request and confirmed.  he mentioned that this request is to install a new line. Wondering what to expect next and what's the schedule. How will that coordinate with our concrete contractor and ongoing work? Thanks!

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Updated 

9 months ago

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XfinityThomasA

Official Employee

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2.3K Messages

9 months ago

 

user_pblr04 - Thank you for joining us here on the Xfinity Forums and for your detailed post! If there are no delays, it can take up to 14 business days from the date the technician places the order for your underground cable line to be installed or replaced.
  1. Communications to You: To keep you informed about the work we’re doing, we'll text and/or email you throughout the process of replacing or installing your underground cable line. It is completed in stages.
    • You can also check on our progress by visiting xfinity.com and clicking on the banner message at the top of the page for more details.
      • Note: To get text messages or emails, you must have a mobile number or email address on your account.

 

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user_pblr04

2 Messages

Thanks! I received email communication about this new underground cable line and it described the stages. Since there is ongoing demolition and concrete work, I am not sure is it better to dig up the existing line and patch it from the damaged location (even just for temporary access) or start from scratch (which seemingly is the current plan). I would like to resume service as soon as possible, yet I would hate to see a new line potentially being damaged again by the concrete work. What's the best way to coordinate and how should I reach out? The next stage is "Locate and Mark Underground Utilities", is that where we have this discussion?

By the way, I was not able to see the banner message at the top of xfinity.com page upon signing in, but I think the email communication gave me sufficient information. Thanks again.

9 months ago

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

Great questions, user_pblr04. Yes. They may have some basic questions about your yard, such as:

Do you have a sprinkler system?

Is there an invisible dog fence?

Would you like to be home when we are doing the work?

Our technician may also run a temporary cable line to ensure you continue to have Xfinity service until your underground cable line is installed.

 

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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

9 months ago

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