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user_z81nzo
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1 Message

Tuesday, October 21st, 2025 4:03 PM

drop line installation

My wife and i recently moved houses and contacted Xfinity to obtain internet access but were informed we needed to have an underground drop line run to our home as it did not have existing service. We placed the order September 17th and have gotten no true updates on the status of the installation over a month later. An installation date of October 7th came and went with no one showing up to complete the work. We have been without internet this entire time and every time i attempt to call for support (3+ times) i am given the run around with no true resolution or update. I am getting very tired of this process and just want to get the line installed so we can have internet at our home.

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4 days ago

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XfinityBrianH

Official Employee

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1.9K Messages

2 months ago

 

user_z81nzo Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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tr30030

New Poster

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6 Messages

4 days ago

This is very unfortunate. Not to add insult to injury. Xfinity installed a drop line along the side of my patio. Water is now creating movement on a weight bearing patio. I have had promises of attention. Supervisor scheduled and never arrives. I wish the best for you. Xfinity has a systemic issue that is proven to delay, commit and continue . I am of the professional opinion they are hoping you will go away. I support your efforts. Take lots of not and create a time line. 

Better 2026

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XfinitySean

Official Employee

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360 Messages

Thanks for posting and sharing the situation you've been dealing with, tr30030. If this has been ongoing for quite some time, our team would be eager to see what we can do to help! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll take a closer look.

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

 

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