1 Message
Coax cable cut at the pole
I received my modem three days ago, and after trying to figure out why I wasn't getting internet I looked around outside and found out that my coaxial cable was cut on the side of my house. I ended up repairing it and after I tried to connect again but it still didn't work. I look around some more and found out that the cable is cut at the pole. Can xfinity help me with this issue or should I call a technician? I'd also like to know how much it would cost if xfinity came out to fix it
EG
Expert
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113.6K Messages
2 years ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CCXanadu
Retired Employee
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300 Messages
2 years ago
Cuts are never fun, cutting in line, paper cuts, or coaxial cuts! This would be an issue that a technician would have to resolve for you to make those repairs. I am happy to help with scheduling the visit with you if you haven't already done so. I know that when you run troubleshooting steps in the Xfinity App, it can detect the issues that are happening and a visit can be scheduled right in the app. If there would be any charges, it would outline that in the app as well. If it is cut at the pole, it's not likely to be a charged visit, but to answer your question, $100 is usually the cost of a technician visit.
At any time during your visit (or any visit) you can ask the technician if any charges would be associated with the work that was needed and they would be able to clarify with you in person as they would be assessing and resolving the situation at your home.
Did you need any assistance with scheduling that visit or were you able to get it scheduled using the Xfinity App?
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