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jg8875
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2 Messages

Wednesday, January 14th, 2026 2:56 AM

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Pretty sure cable bury crew cut my... no internet

I've had working xfinity for a couple weeks and it's great.  Today the crew came out to bury the fiber line from the road to my house.  While they were out here the internet stopped working and I have no connection at all.  How can I get a tech out here to run a new temporary line or troubleshoot this issue?

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12 days ago

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XfinityDemitrius

Official Employee

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2.4K Messages

20 days ago

Hey @jg8875, Thank you for visiting our official Xfinity Forums Community support page. I am so glad to hear that the services have been working well. I apologize about this hiccup, but I am positive we can troubleshoot the issue and get someone scheduled if needed. 

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.

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jg8875

Visitor

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2 Messages

Just to close this out.  Finally was able to get ahold of someone through the 1-800 number that Tuesday night.  We were told that a tech would be available on Saturday to look at the issue.  I was understandably not impressed with that; however, they were able to find me a spot for Thursday morning to get this resolved, so we went all Wednesday without internet.

A tech did arrive on Thursday.  They found that the fiber was not cut but it was not plugged in correctly (from what I gathered it was the old Spectrum fiber that got plugged in and not the Xfinity fiber line).  So an easy fix for the tech.  Internet has been fine since.

12 days ago

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XfinityBrianH

Official Employee

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2K Messages

 

jg8875 I am glad to hear the technician was able to get everything back up and running for you! Please let us know if you have any other concersn we can assist you with.

 

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12 days ago

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