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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 

8 hours ago

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EG

Expert

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117.5K Messages

12 days 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

12 days 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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12 days 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: 

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• 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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12 days 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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12 days 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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12 days ago

XfinityJustinC

Official Employee

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2.2K Messages

8 hours ago

@user_qxy44e thank you for your time working with me and the local technician team. Sorry to hear they couldn't get the lines converted to underground, but are addressing the low hanging line. I appreciated the update that the resolution they could provide was good to close the concern. Please create a new post if you need assistance with anything new. Our team is available 7 days a week between 6am -1am ET, have a nice rest of your day.

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