Underground cable

Hello, @user_sk5k1e thank you for taking time to reach out to Xfinity Forums. Working from home myself, I know the importance of having your home network running to be able to perform your job. I'm sorry to hear of the dissatisfaction and completely understand with the initial time frame passing. I would like to investigate this further, we have some internal contacts for our local technician leadership team I can reach out to and ask for an update. 

I did want to help get the proper expectations set up, with the line being under a street a permit and coordination from the municipality may be needed. If the line that was cut is the mainline that provides service to the whole neighborhood, this repair process is different from if the line is just servicing one home. 

Since I will need to gather some information to locate the account, and we don't want than in our public conversation. When you have time, please send a direct message: 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

@user_sk5k1e thank you for sending the direct message with the requested information, I'll follow up with you there to continue.