Visitor
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1 Message
Severed Underground Cable for two months now!
I have had a giant cable sticking up out of my yard cut in half for the better part of two months! I’ve had no internet yet I’ve paid full price on my bill the whole time. I’ve contacted customer support over 15 times and they “schedule appointments” then no one shows up. I’ve needed a new line for over two months yet can’t get anywhere with customer service. This is incredibly bad support. How can you let a paying customer go over two months with a cut Internet cable in their yard and not even bother to show up? I got an email also saying “your new line was installed” then customer service said it was installed in a state I don’t even live in… please someone do their job.
XfinityJeniece
Official Employee
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4.5K Messages
3 hours ago
Hey there, @user_xozg2g, thanks for reaching out through Xfinity Forums regarding your cable issues. We would be happy to help you get to the bottom of this ongoing issue with your cable. Can you please send us a direct message with your full name and your full address?
How to Send Us a Direct Message:
Click “Sign In” if necessary.
Click the “Direct Messaging” icon.
Click the “Start new conversation” (pencil and paper) icon.
In the “To:” line, type “Xfinity Support.”
As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
An “Xfinity Support” graphic will replace the “To:” line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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Ghengber
Visitor
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2 Messages
3 hours ago
Good luck. I am getting ready to sue Xfinity because they dug up my front lawn months ago to bury a new cable (so I could pay them every month for service) and promised they would repair my front lawn, replace the sod, etc.
After waiting almost a month ago for the repair I filed a Damage Complaint on 9/15/2026 and was told (and emailed) that my claim would be resolved within 14 days. I also got a link to upload photos of the damage that said I would get a response with8n 1 business day. STILL WAITING FOR ANY TYPE OF RESPONSE FROM XFINITY.
ON 10/7/2026 I uploaded more photos, a copy of the original Damage Complaint and an updated Damage Complaint advising that my HOA was going to start fining me for the unrepaired damage to my front lawn and that if I didn't get a response and a date certain to replace my sod I would have no choice other than to replace it myself and file a lawsuit fir damages, as well as violations of the Florida Deceptive and Unfair Trade Practices act (FDUTPA).
Nothing but crickets.
Not surprisingly, although they have ripped up my lawn, lied to me that they would it fux it, ignored and ignored my damage complaint, they still take my monthly payment out like clockwork.
Follow this thread for updates, as well as to join a potential Class Action lawsuit against Xfinity for their ongoing general business practice of ignoring and violating FDUTPA.
SO SAD THAT THIS IS HOW THEY TREAT ANY CUSTOMER MUCH LESS A LOYAL LONG TERM CUSTOMER.
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Ghengber
Visitor
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2 Messages
2 hours ago
After all that trouble typing up the details of my horrible experience it thonks I am the user that posted the original Complaint. Yet another delay tactic
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