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user_670bf3
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Visitor

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10 Messages

Monday, October 10th, 2022 6:16 AM

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down wire from hurricane ian

hello i have xfinity for several years. Never had an issue. But with hurricane ian, my cable wire is down. Everyone else on my block is running and working now, except me. Is there a way to get this fixed asap? I have kids and pets and dont want any issues with the wires as well. thank you

Question

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Updated 

3 years ago

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This conversation has been merged. Please refer the main conversation:

Hurricane Ian

CCStephanieK

Problem Solver

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909 Messages

3 years ago

Hello, @user_670bf3. Thank you for reaching out to us about the downed cable line. We definitely want to ensure your services are restored as quickly as possible, and would love to look into what steps we need to take to get the line repaired. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.

3

user_670bf3

Visitor

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10 Messages

@XfinityStephanieK​ can you message me directly so i can deal with you?

3 years ago

0

user_ec00da

Visitor

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2 Messages

FLP has already finished work in our area of Port Charlotte near Ollie's pond, two days ago.  I have a downed com wire between the pole in front of my house to a pole at the street corner. I called it in last Monday. No updates and as far as I've seen, no Comcast trucks. I work from home as well, and camping the Punta Gorda library is not a great option from service I'm still paying for. Where are you guys?

3 years ago

0

CCYvonne

Contributor

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340 Messages

Hello @user_ec00da I will make sure the cable line is moved and check for an update on restoring service to the area. Can you please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

Could you please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon

 

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

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

 - An "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 no longer work for Comcast. 

3 years ago

0

user_670bf3

Visitor

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10 Messages

3 years ago

still no updates. still no appointment. still a hazardous wire that my kids and pet can be injured from. this is the worst erxperience. everyone on my block has working internet. Yet my kids are in home school and they cant even attend . The home school supervisor even told me the rest of people in cape coral, florida are already back in class. Yet - I am still here with a downed wire. And after 100 messages to support - still nothing resolved. I am just thinking of switching to Q Fiber (century link) after this to be honest. 

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user_670bf3

Visitor

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10 Messages

3 years ago

still no response. still downed wired. 18 days and counting

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XfinityKei

Official Employee

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1.4K Messages

Hello @user_670bf3, 

The hurricane damaged a good amount of equipment that we are working to repair replace. Rest assured we are still actively monitoring your account. I know the wait is frustrating. We appreciate your patience while we work to repair the damage and work around the clock to get our customers up and working. We will continue to check back with you periodically until you're up!

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 a reply as the Accepted Answer.tick

3 years ago

0

CCJessie1

Retired Employee

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5.9K Messages

@user_670bf3​ 

If you would like information in regards to our Florida restoral plan, please see here: https://florida.comcast.com/2022/10/02/hurricane-ian-response-and-restoration-update-for-central-and-southwest-florida/ Please note, that website is updated regularly so we recommend checking back often for the latest update. 

If you need to report a downed cable line due to hurricane Ian, you can do so yourself here: https://www.xfinity.com/customer-requests

If you need additional assistance of have additional questions for our team you will need to send us the direct message requested by @XfinityStephanieK. 

3 years ago

0

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