Underground Cable Installation Not Complete After Several Weeks

I had service installed at my house on 4/2. The cable from the box in my neighborhood going to the box installed on my house has still not been buried. Every time I ask support, they say that the work order has been created, but the underground cable installation has not been scheduled. Each time the customer service rep refuses to give me a date when it will be scheduled, and say they cannot do anything. The cable is posing a hazard in my neighbor's and my yard. If I do not have resolution on this issue, I will be forced to contact the Indiana Utility Regulatory Commission and file a complaint with the FCC.

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EG

Expert

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118.7K Messages

2 months 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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XfinityAlfonso

Official Employee

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2.7K Messages

2 months ago

Hello user_qs1p4n thank you so much for taking the time out of your day and reaching out here via our Xfinity Forums. We would love to assist in resolving this drop bury concern. While an initial ticket and scheduling can be fairly quick, other vital tasks such as marking utilities and permitting permission from local entities can take more time.

Xfinity - When An Underground Cable Line Needs To Be Installed Or Replaced

We'd love to look into the account further to see where things are at in this process for you.

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

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angelaepm

Visitor

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1 Message

Hello I am having the same issue. The tech came out a second time and told us the line still hadn't been buried. The original ticket to get it buried was submitted may 30th.

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3 hours ago

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XfinityPaula

Official Employee

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2.1K Messages

angelaepm Hello there! Thank you for commenting and bringing the delayed burial to our attention. I'm sorry that the line has not been buried yet. Typically, we see the work completed within 14 business days once the order is placed. However, there are situations that can delay the work. I would be happy to dig into this for us.

I see that you sent us a direct message. Thank you, we will need your account details to dig into this. Please be reminded that sending unsolicited direct messages to the Xfinity Support handle or user of the Xfinity Community Forum, is a violation of Forum Guidelines.

I will reply to your direct message now.

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