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Monday, November 25th, 2024 10:57 PM

Outside cable never buried

It's been at least 4 months or more since Xfinity bypassed the connection between our house and our neighbors, running a big orange cable around our entire yard (up and down both sides of our lawn). I spent the entire summer moving the cable out of the way and back in place each time I mowed the lawn and, this fall, cleared the leaves. Are we supposed to live with this orange cable in our yard forever? I couldn't find a way to request a cable be buried, the Xfinity Assistant is useless, and when I reported the cable as a tripping hazard, someone from Xfinity came out (more than a month ago now) and said it should be buried soon but he had no idea when.

Is there any way to schedule service or open a service ticket to track progress? How do we get the line buried? Who is responsible for burying the cable? From what we can tell, they either don't exist or aren't doing their job.

Accepted Solution

Official Employee

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1.8K Messages

5 months ago

Hey @ekrub, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity cable drop line leading to your home. I would be more than happy to offer my assistance looking into this further for you. Thank you for taking the time to contact us. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help get the ball rolling on this.

1 Message

Hey @XfinityDemitrius - I'm having this exact same issue. It has been 4 months and my cable never got buried. I already reported the issue once, Xfinity sent someone out to look at it and they said someone would come to bury it soon. They even sent someone to mark where all of the other lines are on my lawn. A few weeks later, I got a message saying that the line has been buried. It has not. It's getting pretty frustrating at this point. 

Official Employee

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26 Messages

Hi there, stiivo! Oh no, that is way too long to be waiting for the completion of your cable line being buried. There are some factors that can cause delays when it comes to burying a line. Thank you for bringing this similar issue to our attention! I will certainly look into your cable line bury completion concern as well. To proceed, please send me your full name and address in a direct message. 
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. 

 

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2 Messages

5 months ago

Thanks! I've sent a direct message. For anyone who might (like I did) go searching for "xfinity cabled not buried" and find this thread, the "Direct Message" link only appears after you have posted a topic for Customer Service in this forum and they respond. I searched for the direct message link for a while before realizing I had to post a message first. It makes sense now. Understandably, Xfinity Customer Service in this forum doesn't want unsolicited, anonymous messages coming in through a direct messaging feature.

No need to respond. Just leaving a tip for future people who might discover this thread.

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