@user_ovpi3q Thanks for meeting us here in our community about your cable services. We can assist. Please send us a Direct Message with your full name and service address. We look forward to hearing from you.
To start a Direct Message: Click "Sign in" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
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• Type your message in the text area near the bottom of the window
On July 8th 2025 I had Xfinity internet installed for the first time in my home. I was told in a few weeks the black temporary cable would be taken up and the new orange cable would be buried and hooked up. A week or two later a two man crew came by installed the orange cable underground and left the black cable on the top of the ground. The black temporary cable is still currently on top of the ground and the buried orange cable still isn’t hooked up. I have called Xfinity customer service 5 times in an attempt to get the cable taken up with no success.
Hi user_jzmxpt and welcome to our forums! I have been there before and mine was so bad it was running across the demo unit's crosswalk way and the community began forms of enforcement. Some days I would be scared the cable would get cut, and I wouldn't have any services in my home. Let me help you get that situated. I will need to access your account to help you out further. If you could send me a direct message, that would be an honor! 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 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.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
EG
Expert
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112.9K Messages
10 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityLinda
Official Employee
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2.1K Messages
10 days ago
Thank you, @EG! We appreciate you!
@user_ovpi3q Thanks for meeting us here in our community about your cable services. We can assist. Please send us a Direct Message with your full name and service address. We look forward to hearing from you.
To start a Direct Message: 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.
0
user_jzmxpt
Visitor
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1 Message
5 days ago
On July 8th 2025 I had Xfinity internet installed for the first time in my home. I was told in a few weeks the black temporary cable would be taken up and the new orange cable would be buried and hooked up. A week or two later a two man crew came by installed the orange cable underground and left the black cable on the top of the ground. The black temporary cable is still currently on top of the ground and the buried orange cable still isn’t hooked up. I have called Xfinity customer service 5 times in an attempt to get the cable taken up with no success.
1
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