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user_71a4dc
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Friday, March 3rd, 2023 11:41 PM

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Comcast subcontractor cut my AT&T fiber line

This afternoon there were 2 Comcast subcontractors, as they stated, digging in our front yard without our knowledge nor consent. They negated to go outside the easement and go through our yard, underneath our driveway, and diagonal up along our driveway (in our yard) to the neighbors Comcast box on the side of their home. The line they cut (our AT&T fiber internet line) was in that diagonal pathway. So we have no internet, an eyesore for a yard, and now areas in our yard that have other’s lines going through… We work online, have a big event planned for tomorrow night’s UFC fights, and much other things requiring internet… would very much like to speak with someone about this. Thanks

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Updated 

2 years ago

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CCJay

Official Employee

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618 Messages

2 years ago

Hi, @user_71a4dc. I'm truly sorry to hear about the damage to your line. I understand that our subcontractors were the cause, but we're unable to schedule a repair for other lines. I recommend contacting your provider to have someone out ASAP. 

 

 

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user_71a4dc

Visitor

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2 Messages

2 years ago

Thanks for the quick reply and helping me understand Comcast does not take accountability for their actions. Now we have to pay for the lost wages and cancel our plans for tomorrow night….? As for our yard, which was cut through without our knowledge or consent… or the fact that we were planning, in the near future, to plant trees where our neighbors Comcast line runs through our yard?! This might deserve a phone call…

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XfinityRyanE

Official Employee

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1.1K Messages

I completely understand your concerns and the frustrations behind what happened. While we are not permitted to work on other providers lines or equipment, we will ensure any damage to things like landscaping, sidewalks, driveways, etc. are fully repaired. In the event that another providers lines were damaged, it is best to contact your provider for their repair, so they can fix the line within the specification of their company's policy. 


When it comes to other provider's equipment, it's industry standard that providers are not allowed to fix or modify another providers lines/equipment. For example, if AT&T accidentally damaged one of our lines, they would not be able to repair them and the customer/consumer would be directed to contact us for the repairs. 

For future landscaping, like planting trees, building a fence, or anything else that requires digging. If the line is in the way we can fill out a ticket to have the line relocated. This is something we can take care of for you here, but we would need to move to a PM to obtain some of your personal information. 


Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

I am an Official Xfinity Employee.
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2 years ago

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