Visitor
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6 Messages
Xfinity Fiber Installation Damaged My Driveway — Still No Resolution After Contractor Chain Passed Responsibility
I’m posting this publicly because I have spent a significant amount of time trying to resolve a property-damage issue through the proper channels, and I still do not have a clear resolution.
During an Xfinity fiber installation project in my neighborhood, horizontal drilling was performed beneath my driveway. My driveway was nearly new at the time. After the work, cracking appeared in the same general area where the drilling occurred, and the surrounding lawn along the drilling path was also disturbed.
The damage was reported, responsibility was accepted, and I was told the claim had been approved. A contractor was eventually sent out to replace the damaged driveway section.
Unfortunately, the replacement created additional problems. I documented concerns with the concrete finish, transitions, adjoining concrete damage, cracking, and damage to my tall-fescue lawn. I have timestamped photographs, text messages, repair communications, and independent contractor estimates documenting the entire process.
Since then, I have learned that the contractor chain involved was:
Xfinity / Comcast → Fiber Network Services → ELI Underground LLC
I have spoken directly with Chris Mould at Fiber Network Services, who told me the matter was being escalated to their claims department and that I should expect further contact. I repeatedly followed up, but I never received the promised contact from the claims department.
I have now been told by FNS that ELI Underground LLC is responsible for the damage and resolution. I have also attempted to communicate with the people involved at ELI, but communication has now largely stopped.
So at this point I am being passed between companies while I am still the homeowner left with the damaged property.
I obtained an independent estimate for proper restoration of the driveway and lawn. My requested resolution is $8,960, consisting of:
$8,800 for driveway removal and replacement
$160 for approximately 160 square feet of damaged tall-fescue sod
I have also made it clear that I am willing to accept a direct monetary settlement and sign an appropriate release of liability so that I can select and pay my own contractor and take responsibility for my property going forward.
I am not asking Xfinity to referee the contractual relationship between FNS and ELI. I am simply asking that a property-damage claim arising from work performed on behalf of Xfinity actually be brought to a conclusion.
I have tried to handle this respectfully and privately for quite some time. I have communicated with subcontractors, FNS, Xfinity support representatives, and Comcast regional management. I would still prefer to resolve this without attorneys or court involvement.
What I am asking for now is simple:
Who is actually responsible for resolving this claim, who has authority to approve payment, and when will I receive a final decision?
I hope posting this publicly helps get the matter to someone who can finally provide a clear resolution.
XfinityChristy
Official Employee
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3K Messages
2 hours ago
@user_7h6nk70 Hello, and thank you for taking the time to share your experience. I can only imagine how frustrating it has been to work through this for so long and still feel like you don't have a final resolution. To be mindful of your privacy and the fact that this is a public forum, I can only share limited information here. What I do see is that the teams involved have been in contact with you and that the matter appears to be nearing a resolution. The latest notes indicate that follow-up is expected once a final decision has been made and additional details are available. For the most current information, I recommend reaching out directly to the team member you've been working with behind the scenes, as they will have the best visibility into the status of the claim and any next steps.
We appreciate your patience throughout this process and hope you're able to receive a final resolution soon.
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