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user_xy56gl
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Wednesday, June 24th, 2026 10:54 PM

Damaged in-ground box near road.

A tree removal company damaged the small (about 8-10” diameter) in-ground “container” where the fiber from the main access box is connected to the line to my house. The “cap” no longer seats properly to keep rain out, and the cylinder in the ground has a broken edge. They asked me to contact Xfinity about repairing/replacing it. Will you come do that? Is there a charge? Is it their responsibility to contract the repair/replacement?

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3 hours ago

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XfinityDilary

Official Employee

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3.4K Messages

5 hours ago

 

Thank you for posting on our community forums, user_xy56gl. We can help report and fix the pedestal. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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 that 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

 

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user_xy56gl

Visitor

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4 Messages

There is no “Sign in” link to click that I can find. I logged on to the Xfinity App,  but I see no “Direct Messaging Chat” icon.

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4 hours ago

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XfinityDilary

Official Employee

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3.4K Messages

It's not on the Xfinity App, user_xy56gl. It would be here on the forums page. The DM icon should be available on the upper right-hand side of the forums page. Next to the bell and Xfinity Icon. 

 

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 as Best Answer.tick

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4 hours ago

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user_xy56gl

Visitor

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4 Messages

This is all I see at the top of the forums page. 

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4 hours ago

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XfinityDilary

Official Employee

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3.4K Messages

 

user_xy56gl It would be the square Icon next to the U. Once there, follow these steps: 
 

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

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 as Best Answer.tick

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4 hours ago

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user_xy56gl

Visitor

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4 Messages

Ok, I figured it out.

The Forums site doesn’t work on Safari. That square icon next to the U just started another message. 

I switched to Chrome and the Forum site had the links you referenced.

I’v submitted the request. 

Thanks. 

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4 hours ago

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