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NoDrv55
1st Topic

4 Messages

Tuesday, December 3rd, 2024 9:28 PM

Cable Line Cut by Contractor

Help, my cable line was cut by a contractor down the street and I can't work without my internet. How do I get someone out to repair/replace the line?

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5 months ago

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XfinityRay

Official Employee

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2.8K Messages

5 months ago

Hello, NoDrv55! We are happy to assist you with the repairs and understand that can add another layer of stress when you work from home. We would schedule a trouble call. The technician can put in a temporary line to get your service back up and then have our line team come back at a later time to put in the permanent line. Have you been able to get a trouble call scheduled yet? 

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NoDrv55

4 Messages

Yes, but not until tomorrow evening. I am not the only one impacted by this outage. It is definitely two and maybe three households.

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5 months ago

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XfinityRay

Official Employee

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2.8K Messages

Thanks for letting us know you have a visit scheduled already, NoDrv55. A next day visit would be the 1st one. Anytime a visit is set up or multiple customers are offline, the local team in your area starts looking into the root cause to see if they can fix the problem right away.  

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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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
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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5 months ago

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NoDrv55

4 Messages

How is the local team notified?

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5 months ago

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XfinityRay

Official Employee

 • 

2.8K Messages

NoDrv55 We have constant scans going of our network, 24/7, 365. The local team also is notified through our systems anytime a visit is scheduled. 

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
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
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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5 months ago

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NoDrv55

4 Messages

A technician came by and spliced the line together and wrapped electrical tape around it. He said he was going to put in a ticket for the underground team to rebury the line. Nothing yet.

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5 months ago

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