service line

I had xfinity installed in July 2025.Since i wanted an underground line they installed a temporary above ground line, laying on the ground. The new cable was buried a few weeks later . But no one has come to connect the new line and remove the temporary line. There have been 5, I think appointments scheduled to do so but no one has showed up or called about these missed appointments. The mos recent on was for 10/13/25.

How can I get this taken care of? Calls to customer service obviously are not getting it done

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XfinityEva

Official Employee

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2.1K Messages

7 days ago

Thank you @user_98p9l3 for visiting the Xfinity Community Forums for help with your line concerns. This can typically take 14 business days once the order is set in the system (not initial inquiry ticket) however delays including permits needed may be holding up the completion of the work for another 30 days.

This is the full article on our drop bury process:

https://www.xfinity.com/support/articles/underground-wiring

Since it looks like you have had most of the process complete, we can check what is causing the rescheduling of the appointment. Just send us a direct message with your full name and service adddress to get started.

To send a direct message:

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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Customer Service

user_98p9l3

service line

XfinityEva

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