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Visitor

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8 Messages

Thursday, January 30th, 2025 5:33 PM

underground cable line issues with Comast

I have had two technicians out to the house, both of which determined that I need a new underground line because my line is poking through the street and cars are driving over it. A team finally did come out and agreed that I need a new line and they marked the street a few weeks back, but nothing has been scheduled to di,g and when I call Comcast support they arent able to tell me anything outside of the fact that it's in the hands of an outside contractor. Meanwhile, my internet is sketchy and so is my TV. I am at my wit's end here with Comcast

Expert

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110.2K Messages

3 months ago

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

Visitor

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8 Messages

No, my question wasn't answered. Instead, I received an auto message from Comcast/Xfinity asking that I send a private message

Official Employee

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889 Messages

3 months ago

Good afternoon @user_0a30dc. Thanks for taking the time to reach out to report your underground line issue. If you could please send our team a direct message with your full name and full address, we can determine what the next steps would be. 

 

To send a "Direct Message" ("Private") 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

• Press Enter to send it

Visitor

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1 Message

3 months ago

I am having a real issue with Comcast/Xfinity.  My biggest frustration is the robot doesn't have a clue on what the problem is and insists on texting a link to another robot that has no idea what the problem is in the Philippines.  My problem is that my TV service has been unacceptable for a couple weeks or more now.  My problem has been diagnosed and should be fixed by now.  I certainly think that any of my neighbors and I deserve some sort of rebate on our bills and certainly a telephone call or e-mail letting us know what is going on.  Your customer service is terrible.   Instead of a reward that I don't need or want what about a refund on our bill.   

Official Employee

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2.1K Messages

 

snewo8934 Greetings! Thank you so much for using our Forums and our team is here happy to work with you to make sure we address your concerns. We assure you that you contacted the right team and please send us a DM with your name and address so we can get started. 
Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

 

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Visitor

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8 Messages

3 months ago

The Xfinity local team did come out to notify me that while they acknowledge that the line under the street is bad and requires replacement the cost for the street cut is $26,000 and they want me to pay $21,000 of that. It's absolutely absurd. I’m furious about this because maintaining the infrastructure is Comcast’s responsibility and not the customers. So, my house is essentially no longer serviceable by Comcast. Comcast/Xfinity is a horrible company

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