When an underground cable line needs to be installed or replaced

Did a technician tell you we need to replace or install the underground cable line that brings Xfinity service to your home? If so, you may have questions. This article explains what to expect.

Cable lines can run underground or above ground. They usually follow the same path as other utility 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

Most homes have an underground cable line that brings Xfinity service to your home installed when it’s built.

In some cases, the line may not have been installed or it may be damaged and needs to be replaced.

What to expect

1. Technician Visit to Your Home: During the visit, the technician checks if a new underground cable line is needed. If it is, 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?
2. Underground Request Submitted and Potential Temporary Line Installed: Our technician may run a temporary cable line to make sure you have Xfinity service until your underground cable line is installed.
   
   • If there are no delays, it can take up to 14 calendar days from the date the technician places the order to be install or replace your underground cable line.
3. Communications to You: We'll keep you updated on the work by text and/or email while we install or replace your underground cable line. It’s completed in stages.
   • You can also check our progress by visiting xfinity.com, and clicking the banner 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.
4. 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 (like electric and gas companies). This is so they can mark where their lines are buried underground.
   
   • Utility companies mark their lines with flags, spray paint or chalk that eventually washes away.
     • This work must be done before we can start digging to prevent damage to utility lines.
   • Note: You’re responsible for marking where any sprinkler systems, electric dog fences, and/or private lighting, electric or gas lines are located to prevent them from being damaged.
5. Utilities Are Marked (If Applicable): Once the utility companies mark their lines, they let us know it's safe for us to begin.
6. Underground Crew Assigned and Work Is Scheduled: Once the utilities lines are marked, our underground crew comes out to install the new underground cable line.
   • If you asked 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 ask to be home, we'll notify you of the date range when the work should be done.
7. 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 sometimes encounter delays. Delays can be caused by:

• Permits: In some areas, we're required to apply for and get a permit before we can replace the underground cable line.
  
  • Permit approvals can take between 5 and 30 days.
• Weather Conditions: Weather, like snow and rain, can impact the equipment used to bury the cable line and the ground conditions. This may prevent us from digging.
  • Since weather is unpredictable, delays may vary and are hard to predict.
• Underground Utilities Locates (If Applicable): All utilities must mark their lines or confirm they have no lines where we’ll dig.
  • Delays can happen in the survey process done by public utilities.
• Other Issues: Other delays can be caused by special events, area construction, etc. These can limit our access at your home, or we may need other equipment to do the work.
  • If there’s a delay, you'll be contacted by our underground crew. They’ll explain the issue and give you an estimated time to complete the work.

Questions

If you still have questions regarding the status of the installation of your new underground cable line, please contact us.

Additional information

Visit our Online Support Center to find common solutions.

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