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user_dopte1
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Saturday, December 6th, 2025 3:48 PM

RE: File complaint

I’d like to file a complaint because for 3 different days I was told that someone would come to my house to bury a temporary cable and no one had show up

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11 days ago

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XfinityAmira

Official Employee

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4.6K Messages

11 days ago

Hi user_dopte1! Thanks for visiting our Xfinity Forum. We appreciate you being a customer with us, and my team is here to support you. Please know that once a line burial has been put into the system, our local line teams have 14 business days to complete the burial. I do apologize if that was not communicated to you. My team would be more than happy to monitor the appointment and ensure it gets buried within that timeframe. Please send us a Direct Message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

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user_dopte1

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I started contacting the xfinityagent this week because the original request was put in on 10/27/2025.  The markings are in the lawn.  As you can see I waited more than 2 weeks.

This week I was promised 3 times that someone would be at my home to bury the cable and no one showed up or contacted me as to why they can't come.  

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11 days ago

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XfinityAmira

Official Employee

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4.6K Messages

Understood, and our apologies for any inconvenience or frustration this has caused. My team would be more than happy to further look into this for you, as well as stick with you until the line bury is complete. Please send us a Direct Message following the steps in my previous response. Thank you! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 days ago

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user_dopte1

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I keep sending messages and no one answers?  

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11 days ago

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33.1K Messages

@user_dopte1​

I keep sending messages and no one answers?  

Make sure you're sending to Xfinity Support and not to an individual employee.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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11 days ago

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