Visitor
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3 Messages
Underground Line Installation Inexplicabley Stalled - PLEASE HELP GET ME OUT OF THE SEVENTH CIRCLE OF [Edited]!
We have been losing our Internet connection several times a day since Xfinity“enhanced” our network on 7/9/2025. A technician came out on 7/12 and told us Xfinity was going to replace our underground line at our house. I received emails and texts telling me that they had ordered the utilities marked and would bury the line. No one has marked the utilities (even though I received a confirmation that it happened on 7/13 - a Sunday), although crews came out twice to install the new underground line – only to leave each time because the utilities are not marked. No one at Comcast can tell me when the utilities will be marked or if they have actually ordered it. Phone calls and app (when they are working) tell me the new line is delayed for "unknown reasons."
Often can’t get past phone or chat (web and app) system to talk to an agent. The chat function on the website and the app doesn’t always work or leads me nowhere. Yesterday, I called the bulk service number to escalate my case. After an hour on the phone, I was told a manager would call me back, and I am still waiting.
I’ve been in limbo on the phone with the automated system for 30 minutes now - no interaction, on some kind of eternal hold.
I’ve already spent hours on the phone and the chat function, and they send me in circles. I truly feel like I am in the seventh circle of [Edited: "Language"] (that's the worst one). Please please please help.
XfinityPaula
Official Employee
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1.6K Messages
3 months ago
Hello user_oh422! Thanks for reaching out and sharing the poor experience you have been having with the Xfinity internet service as well as the lack of support for the needed line replacement. I'm sorry that you have had to deal with all this and have felt like you are stuck in a circle. Fortunately you have come to the right place for help. Not only can my team help with the ongoing connection issues, we can work with our local teams to make sure the line is replaced asap. I know what it's like trying to get help with an ongoing service issue and to have to face countless hours with no resolution. I assure you, that stops here. We will figure it out and make sure there are no ongoing issues.
Can you please send us a direct message with your name and service address?
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
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user_oh422
Visitor
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3 Messages
3 months ago
FYI - in a conversation with Xfinity Support right now. 15 minutes between each response. Took 45 minutes just to get security code and receive confirmation that I put in the right code. Total 55 minutes spent to get to the point where Xfinity Gabriel is telling me he is pulling up and reviewing my account. Still in that 7th circle of [Edit: Language]!
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