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


3.6K Messages

8 months 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

3 Messages

7 months ago

Was asked to contact Comcast via Direct Message.  Was optimistic for a day or two (after spending more hours DMing) that someone would follow up this time, but unfortunately no.

Have now been in contact with 9 people (City of Eugene - 3, Comcast - 6) since October 10. Despite multiple assurances of immediate follow-up action I have still not been contacted regarding any plan of action or how I can claim reimbursements for my expenses.

Unfortunately, my next step will be retaining an attorney to help me get resolution. This has been an extremely frustrating situation.

Official Employee


3.6K Messages

@user_xu1nfa, I absolutely understand your frustration, and we truly apologize for any inconvenience this process has caused you. I promise we're just as eager as you to get this addressed/resolved ASAP. We're working with the right teams on the backend to get this handled properly, and we appreciate your continued patience throughout this. 


We look forward to following up with any updates we receive via our direct message. 

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