Visitor
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2 Messages
Unburied drop line unresolved for 3.5 years — need escalation
Hi — I need this escalated immediately. Xfinity has left an exposed/unburied drop line in my backyard for approximately 3½ years. Multiple prior requests/work orders have already been submitted and were apparently closed without the work ever being completed.
I am not looking to reopen or review old tickets. I need a new active drop-bury work order and escalation to the local field/construction team, with confirmation of the work-order number and an actual completion timeframe.
My next-door neighbor recently had the same issue and, after requesting escalation, Xfinity completed the burial within 48 hours. There is no reasonable explanation for my line to remain unburied after 3½ years.
EG
Expert
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120.4K Messages
2 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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XfinityQuemekia
Official Employee
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1.4K Messages
1 hour ago
Oh wow, 3½ years is definitely a long time to look at a cable in the yard! I completely understand why you want this taken care of right away, especially seeing your neighbor's line buried. @user_u57zgn If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message:
Ensure you are logged in
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces 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 a direct message here, Direct Message Within The Forum.
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