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user_t40eko
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Visitor

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5 Messages

Monday, March 9th, 2026 12:35 PM

Cable down outside of my house

The line from the telephone pole to our house came down in the last storm.  I have call at least 5 times.  2 times you sent out an inside tech who said this is an outside job and you need a bucket truck.  The last tech came on Friday 3/6/26 and he spoke to his supervisor who said someone with a truck would be out by the end of day and if not it would be fixed by Sunday.  He also said they would call before they got there and when they finished.  NO SURPRISE - No Call, No Show.  You guy are the worst.  What do I need to do to get you out to my house and fix the problem?  We have been without service since February 22.

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4 hours ago

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XfinityMarshante

Official Employee

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968 Messages

7 hours ago

Hello @user_t40eko, thanks for taking the time to leave a post. Sorry you’ve had to go through all of this. I completely understand why you’re upset. Anyone would be in your situation. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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user_t40eko

Visitor

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5 Messages

I did as you requested and sent the DM.  

I truly believe you asked me to DM so this conversation can be taken off line.  There is no reason for the DM since you already have all of my information (which is required to be able to post on this forum)

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7 hours ago

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XfinityMarshante

Official Employee

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968 Messages

@user_t40eko, The reason we ask customers to move to direct message is that we don’t have access to your account information unless you share it with us privately. We’re also required to fully authenticate your account before discussing any details or scheduling technician visits, and we can’t do that safely on a public thread. Protecting your personal information is really important.  Now that we have you here in the DM, we can continue helping you and make sure everything is handled securely.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 hours ago

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user_t40eko

Visitor

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5 Messages

For anyone reading this - by using the DM which they request you do - it is just another way for them to put you on hold.  It is crazy I have been out of service for 2 weeks and no one can help

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6 hours ago

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user_t40eko

Visitor

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5 Messages

Last response from DM was 30 min ago.  Still waiting!

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6 hours ago

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user_t40eko

Visitor

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5 Messages

So, after 2 1/2 hours still not resolution using DM.  Comcast truly doesn't care about the customer.  In some areas (where I live) they are the only provider.  They know this and don't care how upset you get.  You the customer mean nothing to them because you can’t go anywhere.  It is a shame there isn't competition because it would make Comcast better at customer service.

 

Also, did you notice they are not responding to this thread anymore?

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4 hours ago

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