Monday, November 20th, 2023 7:50 PM

Damaged sewer line

There is a Comcast main cable (orange, an inch thickness or more) which broke our sewer feeder line, located in the city easement, when it was installed —  years ago probably.

After our latest sewage backup in the house, we paid to have a video inspection which found the break.  Our sewage is primarily going into a hole now.

I have contacted customer support by phone twice, explaining the sewage break. After 2nd call a technician was sent out asking which cable on my house I needed moved. Tech had no idea what the actual issue was. I explained again, and a supervisor would be notified.

Supervisor (Chris) came out, understood the situation, said he would immediately contact someone named Matt, who would handle the project and would let me know how to get reimbursed for my costs. He agreed situation needed to be handled expeditiously.

That was October 30, 21 days ago, and I have not been contacted since.

Thought I’d try here one last time before exploring alternative ways to getting this


Official Employee


3.3K Messages

9 days ago

Hello @user_xu1nfa! We appreciate you taking the time to reach out to our team regarding this damage concern. I am sorry to hear you have not received any updates regarding this matter, and I definitely understand the need to get this addressed as soon as possible. My team would love to further look into this for you, and we will be sure to stick with you until we have reached a resolution. Please send us a Direct Message to better assist you. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message 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

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