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user_l9nci9
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2 Messages

Monday, September 8th, 2025

Dangerous tree on the line, can't submit ticket, get through AI chat, or reach a live agent

We have a tree down on our line that's dangerous and blocking part of the driveway. The ticket is failing to submit (the website keeps having an error), the AI chat bot is frustratingly useless (can't answer the question, just redirects me eventually back to the ticket system which doesn't work), and no matter how much I ask it won't let me reach a live agent. Is there a phone number I can call? 

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6 days ago

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XfinityQuemekia

Official Employee

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534 Messages

6 days ago

Hello @user_l9nci9, thanks for taking the time to reach out with your concerns. I understand how frustrating it can be when you can't get through online, especially with a safety concern like a downed line and blocked driveway.

We can submit a ticket for the line, but the tree would need to be moved before Xfinity technicians come out.

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user_l9nci9

Visitor

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2 Messages

The line isn't actually down, the tree is just resting on it. Do Xfinity technicians not come deal with that? Every other utility company has said they would take care of it but it is not on their line.

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6 days ago

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XfinityDemitrius

Official Employee

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2.2K Messages

Do you currently subscribe to services and have service issues @user_l9nci9? We would be unable to assist with the tree and if it is causing a safety hazard, be unable to complete work. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

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