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user_mbebyb
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3 Messages

Thursday, February 26th, 2026 5:28 PM

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Loose Internet Cable at home - being told earliest slot is 2 weeks away??

At our home the internet cable coming from the pole to the underground is loose. I've tried calling Service but they told me it would 15 days at first then moved it to 3/9/26 for a visit. That's an insane time frame for loose connection. If my Internet was out would you make me wait that long for repair?

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16 hours ago

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Official Solution

XfinityAirelle

Official Employee

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3.1K Messages

16 hours ago

@user_mbebyb

Thank you again for working with us through direct messaging. We’ve applied the credit to offset the service visit charge and have reminders set to confirm the credit posts and to follow up after your appointment to make sure everything went smoothly.

 

To protect your account details, we’ll go ahead and close out this public thread and continue supporting you in Direct Messaging.

 

If anything new comes up in the future, please don’t hesitate to create a new post. We’re always here to help.

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EG

Expert

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116.3K Messages

17 hours 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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XfinityAirelle

Official Employee

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3.1K Messages

17 hours ago

@user_mbebyb

Hi there! These types of jobs are considered special request orders and the time frame does stretch to up to 14 days. If your service was impacted we would schedule a trouble call visit but they would not be able to bury the cable after repair, it would need to be done during a separate appointment. 

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user_mbebyb

Visitor

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3 Messages

So let me get this straight, I'm letting Xfinity know preemptively that there is a known issue with the connection and that's a "special request" - The cable in question is above ground and where the over air wire is converted to the underground cable. its at that xfinity owned connection there is a problem. They are also trying to tell me now its a 100$ fee to come look at it/fix it when all we're trying to do is get ahead of a known problem. 

If there were any other internet options where I live this would be it for xfinity.

16 hours ago

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XfinityAirelle

Official Employee

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3.1K Messages

 

user_mbebyb I definitely understand how that can be frustrating. Has the appointment already been scheduled? We would be happy to waive the fee once it has been completed. Especially because this was not your fault. 

 

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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16 hours ago

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user_mbebyb

Visitor

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3 Messages

The fee should never be levied. I have a 3/6/26 appointment and was told we'd have to ask for a credit for the fee after it is charged and since we autopay- this means xfinity will just take it from our account even though they say they will credit on next billing cycle. 100% not ok to ask for us to loan you money for a fault not of our own. 

16 hours ago

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