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ali5ter
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Sunday, November 2nd, 2025

Confirmed External Line Issue – Need Maintenance Work Order Status

A field technician visited my home on 10/14 and confirmed that my internet problem originates outside my residence. The technician said they would submit a work order for maintenance on the external lines.

Since that visit, my connection remains unstable, and I haven’t received confirmation that the external repair has been scheduled or completed.

Could a forum moderator please check the status of the maintenance order or escalate this to the maintenance dispatch / outside plant team?

I’m located in Cambridge, MA, and my account is under [Edit: "Personal Information"].

Thank you for your help.

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4 days ago

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XfinityChristy

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2.5K Messages

4 days ago

 

ali5ter Thank you for reaching out via our Xfinity Community Forums and providing this clear detail about the technician's visit on 10/14. It's completely understandable that you need an update, especially since your connection remains unstable. We can definitely check the status of that external work order for the maintenance dispatch team. We're here to help get this escalated and confirm when the repair will be completed. To allow us to securely access your account and get an update, please send us a Direct Message (DM) with the following information:

  • Your full name

  • The full service address 

Once we receive your DM, we'll look into the maintenance ticket status.

 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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ali5ter

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2 Messages

Thanks. On Monday I got an email for someone to come out. I was also called by an Xfinity representative on Monday who assumed I needed diagnostics for my internal equipment and network which, of course, was not the case. They corrected their notes to align with my need to understand where we're at with the checking of the external lines. Anyway, the technician is here now. He's just told me that there was a bad external cable going back to the pole and will replace it. 

(edited)

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4 days ago

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XfinityChristy

Official Employee

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2.5K Messages

Thank you for the update! Please let us know if you have any other questions or concerns. Our team is here to assist 7 days a week. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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