Visitor
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1 Message
How to Get Techs to Complete Job?
We had a problem with the line to our house which caused internet connection issues. A tech came out to troubleshoot and identified a problem. He ran a temporary cable from the nearest box to our house, running it along the road and into our yard. He told me he was going to request that new cable line to be buried, which is a job done by someone else.
Someone came while we were out of town and supposedly started the job, but ran into an issue with our next door neighbor who objected to them digging in his front yard. They called me (I was out of town) and asked me what to do about the neighbor. I told them I can't force him to do anything, but Xfinity should have an easement through the neighborhood yards for this kind of work. The installer told me he would do something about it.
This was about 2 weeks ago. I came home from being out of town today and found that the temporary line is still running to our house and no burying was done. The 811 flags are there for South Jersey Gas, but no other utility.
How can I contact someone to find out when this job will be completed? I tried the Chatbot but it doesn't understand the situation. I tried calling Customer Service but I can't get a real person on the phone to find out what is going on.
How can I find out when the temporary line can be buried or what else needs to be done to get that completed?
EG
Expert
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113.2K Messages
23 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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XfinityMatthew
Official Employee
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803 Messages
23 days ago
Hello @user_drhhlm We will need to check your account for any pending or scheduled jobs. If there is no date scheduled yet to return to the home we can reach out to the group that handles the burial process and get an update. Please send us a direct message with your full name and the service address and we can get that going.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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