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user_qxy44e
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3 Messages

Friday, April 10th, 2026 3:49 PM

SRO no show

i've been trying to get underground service for about a month.  utilities have been marked but the field svcs team never shows up despite the chat support telling me scheduled for today 8AM-8PM every single day.   i have Starlink equipment but really trying to get a fiber connection.   that said it's been dcult and my window to get it done is closing quick.   any ideas on how to get work performed and new service started?  

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Updated 

2 hours ago

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EG

Expert

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117.3K Messages

4 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityJustinC

Official Employee

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2.2K Messages

3 hours ago

Hello, @user_qxy44e thank you for reaching out over Xfinity Forums. I understand wanting to check on updates regarding the line work completion, and know from experience that underground line work may be put on a seasonal hold between November - April in certain areas due to weather and freezing ground. I'm glad our awesome Forum expert @EG was able to move your post and bring this to my attention, and would like to investigate further.

- Do you live in an area that gets snow and ground freezes in winter months? 

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user_qxy44e

Visitor

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3 Messages

nope - middle TN and we've had a nice warm last couple months

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3 hours ago

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XfinityJustinC

Official Employee

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2.2K Messages

@user_qxy44e thanks for confirming. With the area not being one that would have been in a seasonal hold, I'd definitely like to investigate further. I'll need to gather some information we don't want here in our public conversation to continue. 

Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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3 hours ago

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user_qxy44e

Visitor

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3 Messages

done - i've added a couple open ticket #'s in the story to try to help

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2 hours ago

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XfinityJustinC

Official Employee

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2.2K Messages

@user_qxy44e I appreciate you sending the direct message with the additional information, that is helpful. I'll follow up with you there to continue reviewing the line work completion. 

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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Reply

2 hours ago

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