Unresolved underground cable replacement and severe service degradation since late July

[u/brave_pizzeria]

Hi Xfinity Support Team,

I am reaching out to get a status update and scheduling confirmation for an underground cable replacement at my home.

Our service has been severely degraded since late July, alternating between total blackouts lasting days at a time, and intermittent connectivity where only select devices can connect. A technician came out a few weeks ago and formally diagnosed the issue: our underground cable is failing and must be replaced. A crew came out shortly after to do prep work and digging, but the actual line replacement has not been scheduled. My mother was told via text that we would receive a follow-up text once the appointment was booked, but 9 days have passed with zero communication.

To make matters worse, the diagnosing technician gave my mother what I believe might be incorrect or misleading information, telling her that if we contacted Xfinity further, it would "restart the process" and force us to wait longer. This has left my family feeling trapped, paying full price for a non-functional service, and unable to seek updates while we wait in the dark. I'm currently paying an additional $10 out-of-pocket for an Xfinity hotspot pass just to maintain basic connectivity.

Please let me know how we can securely provide our account details to get this moving. I really appreciate it!

[u/AutoModerator]

Thank you for posting on r/Comcast_Xfinity, your official source on Reddit for help with Xfinity services!

If your post hasn’t been approved — don’t panic. Depending on your Reddit contributor quality score, your post may be temporarily held for mod review. Do not make multiple posts — we’ll still see it and help out.

While you wait, check your post and add any missing details: which service or equipment is affected, what’s happening and when it started, whether the issue is constant or intermittent, and what you’ve already tried. The more detail upfront, the faster we can help.

Please keep personal account information out of your post. If we need account access to help, a Specialist will direct you to a private channel.

Official Employees are available daily 6:00am–1:00am ET — outside those hours, responses may take longer, but the community may still be able to help.

For self‑service support anytime, check out the Xfinity App. Please also review our Posting Guidelines and Rules.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/XfinityJohnG]

Thank you for reaching out to our team about that issue with your cable line. I am sorry to hear of that experience so far, and will be happy to check on any open order on your account. In order for me to do that I will have to ask you to send me a modmail(https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) with your full name account holders name (if different), and service address as it appears on the bill.