Visitor
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2 Messages
Such bad service
Cannot get over the bad service.
Installed 3 April. Told line would be buried in 14 days. 25 days later it's still across the yard.
Calling in. Was hung up on 1st time. Got to a live person but the delays with translation app were so bad I asked for a supervisor. She was not helpful either and told me her transfer system is down and to call back in. Another 45 minutes today, wasted.
They claim I have a 10 hour window tomorrow to have the line buried, but the email explaining the process notes first 'ocal Dig Safe provider will locate and mark your underground utilities with flags or paint' and this ever happened so I am concerned they may not be in the right place to bury this line and no one at Xfinity seems to care at all.
I'd cancel if I could get fiber but unfortunately they're my best option for high speed internet in my area.
XfinityJustinC
Official Employee
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2.3K Messages
2 hours ago
Hello, @user_oqxzxx thank you for reaching out over Xfinity Forums. I completely understand the frustration with not being able to get the assistance you were requesting when reaching out previously. Typically, the line work request are worked within 14 business days after submitted. Some areas have winter holds placed for line work between November and April, then when work is restored the tickets are worked with older ones taking priority (by chance, you're in one of the winter hold areas that has recently been opened).
I'd like to investigate further, and will need to gather some information that we don't want here in our public conversation. 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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