Visitor
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1 Message
Credit for internet outage due to fiber line damage caused by Xfinity
Our Xfinity fiber was installed on 6/9/26. The cable was above ground. We requested to be contacted when someone would come bury because we had to give them access thru a locked gate. 8am on Friday 6/12 some guy showed up unannounced said “cable”. Shrugged when I said we weren’t expecting him. My husband opened the gate. I got online and started a work meeting over VPN and mid-call the internet went out. This guy unplugged the cable from the house. Got it buried and then he left after connecting. Our internet didn’t come back on. I ended up losing 3 hours of work, drove into my office 20 miles away and worked the rest of the day. We couldn’t get anyone to come out until Sunday. It was the same guy who did our original install. It’s three days later and we’ve heard nothing about the cable getting buried. I don’t see any kind of account credit. I ought to get a free month at this point. And I’m not taking to someone in another country who will only lie about a dinky $15 credit. I’m starting to regret leaving Mediacom.
XfinitySean
Official Employee
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718 Messages
4 hours ago
Welcome to the community forum user_qwkkbl, and thanks for taking the time to post! This isn't at all the experience we want for our customers, let alone a new customer, and I apologize. You're in the right place for and our team would be more than happy to see how we can assist! A quick FYI, line burials typically take up to 14 business days to be completed after a new line is installed, but we can check to make sure the order is in place and follow along until the job is complete. We can also look into how we can help when it comes to a credit, though you can also request a credit from the Xfinity Assistant as well if you'd prefer. Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started!
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