Has a technician told you that we need to replace or install the underground cable line used to provide Xfinity services to your home? If so, you probably have a lot of questions. This article will provide more information on what you can expect.
Cable lines may be underground or above ground and normally follow the same path as the utility service lines to your home. If you have questions about an above-ground cable line or have issues with a cable line replacement, contact us.
How it begins
In most cases, when your home is built, an underground cable line is installed to bring Xfinity services to your home.
In some instances, the line may not have been installed or it could have been damaged and needs to be replaced.
What to expect:
- Technician Visit to Your Home: During the visit, if our technician determines that a new underground cable line needs to be installed, they submit a request for an underground crew to replace the underground cable line.
- They may have some basic questions about your yard, such as:
- Do you have a sprinkler system?
- Is there an invisible dog fence?
- Would you like to be home when we are doing the work?
- They may have some basic questions about your yard, such as:
- Underground Request Submitted and Potential Temporary Line Installed:Our technician may also run a temporary cable line to ensure you continue to have Xfinity service until your underground cable line is installed.
- If there are no delays, it can take up to 14 business days from the date the technician places the order for your underground cable line to be installed or replaced.
- Communications to You:To keep you informed about the work we’re doing, we'll text and/or email you throughout the process of replacing or installing your underground cable line. It is completed in stages.
- You can also check on our progress by visiting xfinity.com and clicking on the banner message at the top of the page for more details.
- Note: To get text messages or emails, you must have a mobile number and/or email address on your account.
- You can also check on our progress by visiting xfinity.com and clicking on the banner message at the top of the page for more details.
- Underground Utilities Locate Request Is Submitted (If Applicable): Before our underground crew comes to your home, an order will be placed by the local Dig Safe (811) company to your local utilities (e.g., electric and gas companies) so they can mark where their utility lines are buried underground.
- The utility companies' locators use flags, spray paint or chalk that eventually washes away.
- This work must be completed before we can start digging, as it helps ensure that we don't damage any utility lines in the process.
- Note: You’re responsible for marking where any sprinkler system, electric dog fences, and/or private lighting, electric or gas lines are located to prevent them from being damaged.
- The utility companies' locators use flags, spray paint or chalk that eventually washes away.
- Utilities Are Marked (If Applicable): Once the utility companies' locators mark where their lines are, we're notified that it's safe for us to begin.
- Underground Crew Assigned and Work Is Scheduled:Once the utilities lines are marked, our underground crew comes out and installs the new underground cable line.
- If you requested to be home for the work or if you have pets or locked gates, we'll contact you to schedule the work.
- If you didn't request to be home, we'll notify you of the date range when the work should be completed.
- Underground Cable Line Completed:Your underground cable line has been installed or repaired.
- If a temporary cable line was set up, it will be removed.
Delays
Unfortunately, we do encounter occasional delays. Delays can be caused by:
- Permits:In some communities, we're required to apply for and receive a permit before we can replace the underground cable line.
- Permit approvals can take between five and 30 days.
- Weather Conditions:Weather conditions, such as snow and rain, can impact both the equipment used to bury the cable line and the ground conditions in such a way that we're unable to dig.
- Since weather is unpredictable, the amount of time these delays may cause is also unpredictable.
- Underground Utilities Locates (If Applicable):All utilities must either mark their lines or let us know they have no lines where we are digging.
- Delays can happen in the survey process performed by public utilities.
- Other Issues:Other delays can be caused by special events, area construction, etc. that may limit our access, or we may need other equipment to perform the work at your home.
- In the event of one of these delays, you'll be contacted by our underground crew who will explain the issue as well as provide an estimated time for completing the work.
Questions
If you still have questions regarding the status of the installation of your new underground cable line, please contact us.
