Cables

Hello Xfinity Support,

I am requesting prompt escalation and an on-site inspection regarding exterior cabling at an older home with active Xfinity service.

I submitted the online safety questionnaire and received ticket number ECM0025474695. I am following up because the exterior of the property contains numerous cables, splitters and boxes accumulated through multiple installations over many years. Several appear weathered, duplicated, abandoned or inadequately secured, but we cannot safely determine which components remain active.

This presents a legitimate concern because:

• We cannot distinguish the active Xfinity line, grounding components and possible amplifier connection from abandoned wiring.
• The excessive and potentially unsecured exterior cabling creates a risk during routine exterior maintenance, repairs and painting.
• The homeowners should not be expected to handle, disconnect or remove unidentified telecommunications wiring.
• An unqualified person could accidentally interrupt active service, disturb the grounding system or create additional damage.
• The home is occupied by my older parents, so I would like this evaluated before the condition worsens or anyone attempts to move the wiring.

I am requesting that an appropriately qualified Xfinity technician:

1. Inspect all Xfinity/Comcast exterior wiring and equipment at the property.
2. Trace and clearly identify the active service line, amplifier connection and required grounding components.
3. Label everything that must remain.
4. Identify and safely remove abandoned, duplicated or obsolete Xfinity-owned exterior wiring and equipment.
5. Secure and consolidate any active exterior wiring that must remain.
6. Confirm in writing if any remaining cables belong to another provider and therefore cannot be removed by Xfinity.

This is not a modem troubleshooting request. Our internet service currently works. This is an exterior-line identification, safety and cleanup request.

Please escalate ticket #ECM0025474695 to the appropriate local field or maintenance team and provide:

• Written confirmation that the ticket remains active
• The expected response timeframe
• Whether a technician appointment is being scheduled
• Any applicable fee before the visit
• The updated work-order or escalation number

I have photographs available and can provide them upon request. I prefer written communication by email or chat so that all instructions and commitments are properly documented.

Thank you for your prompt attention to this matter.