Cable lines down in my yard

Who the [EDIT] do you call at Xfinity to report their lines are down and draping across some back fences? Cable lines have pulled a chunk of facia off the building and are now laying across several yards! Customer service has been useless!!!

EDITED: Language

Responses

XfinityBrie

Administrator

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661 Messages

3 years ago

Hello @user_c50f9a and thank you for joining us here in the Xfinity Support Forums. Any Xfinity agent can enter in a ticket for the field to address down or drooping lines. Once entered, the field will be alerted and schedule for a technician to raise and/or remove/replace the lines as needed. Dependent on the area, and the number of jobs in the system, lines are addressed within 3-7 business days. If additional resources are needed (bucket trucks, street closures, etc.) delays are possible.

Please send us a peer to peer message with your name, your best contact phone number, the affected address (or addresses) in question, as well as any additional details including location of the dropped lines, if any trees are in the way, etc.

To send a peer-to-peer chat:

Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3dmD3n4
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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user_22cd0a

Visitor

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1 Message

3 years ago

I have a line down in my yard as well as 2 neighbors , blocking driveways to both cottages. Called xfinity x7!! No one out at all.

Lawsuit if someone gets hurt on the line as it is 3 feet up off ground so it could clothesline someone and cause injury in the dark.

Options? Please........

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XfinityAmira

Official Employee

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3.8K Messages

Hello @user_22cd0a, thanks for reaching out to us on our Forums page in regard to this hazardous downed line in your neighborhood. I definitely know how alarming this is and I can assure you we want to get this line raised/fixed as soon as possible. I apologize that no one has made it out yet, but my team can certainly assist you with getting someone out ASAP to take care of this. Please send us a Private Direct Message so that we can get started on addressing this concern.

To send us a Private direct message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support direct messaging, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

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

3 years ago

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user_ff2852

Visitor

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1 Message

3 years ago

I have tickets in and it has been two months. No one has been out to my property to address the downed exposed lines. Disappointed and concerned.

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XfinitySara

Official Employee

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1.2K Messages

Hello, @user_ff2852. Thanks for responding to this community post and letting us know about your line concerns that still need to be addressed. I would be happy to look at any existing tickets to see what our next steps are for getting this taken care of. We definitely want to help resolve your concerns with outside lines as quickly as we can, and may need to create a new request for our field team. Could you please send our team a private message with your full name and full address? We can most definitely take a further look at this issue.

To send a "Peer to Peer" (private) message:
• Click "Sign In" if necessary
• Click the "Peer to Peer chat" icon
• Click the "New Message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

3+ month old thread being closed due to age. For new concerns, please create a new topic in the appropriate forum. Thank You.

(edited)

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

3 years ago

0

Customer Service

user_c50f9a

Cable lines down in my yard

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XfinityBrie

user_22cd0a

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user_ff2852

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