Downed Aerial Cable - Failed Temporary Repair & Public Safety Issue.

I’m hoping someone from the Xfinity support team here can help me get this issue escalated to the appropriate local field team, as I’ve been unable to make any progress through phone or chat support.

The original issue:

On September 12, a tree fell across the street from my house and knocked down the overhead coaxial cable supplying my internet service. The cable was left lying across my driveway and a busy public road that sees approximately 10–15 vehicles per minute, as well as considerable pedestrian traffic.

I contacted Xfinity multiple times, clearly explained that the overhead line had been knocked down by a tree, and emphasized that a technician equipped to work on overhead lines would be required. I was assured that the appropriate technician would be dispatched.

The temporary repair:

When the technician arrived, he informed me that he was unable to work on overhead lines. Instead, he ran a temporary coaxial cable directly across the surface of the road to restore my internet service.

I was assured that a follow-up repair would be arranged to restore the overhead line permanently.

A week passed, and nobody returned to complete the repair. Meanwhile, the temporary cable remained exposed to hundreds of vehicles passing over it every hour.

The current situation:

Today, September 22, my internet service is out again. I suspect the temporary cable has been damaged by the repeated vehicle traffic.

I have spent over an hour on the phone with Xfinity support today, repeatedly explaining the situation. Despite explaining that this is an unresolved aerial line repair and that a previous technician was unable to perform the work, the only solution offered has been to schedule another standard technician visit with a note saying that I “need a permanent solution.”

I repeatedly requested a supervisor and was placed on hold multiple times, only to be told that the supervisor was unavailable. I was eventually promised a callback.

At this point, I have no confidence that scheduling another standard technician visit will accomplish anything. I am concerned that another technician will arrive, tell me they cannot work on overhead lines, and leave me in exactly the same situation.

What I am requesting:

I need someone who can take ownership of this issue and coordinate with the appropriate local field team to arrange a permanent repair of the overhead cable.

Specifically, I would appreciate help with:

• Reviewing the original technician’s work order and determining what happened to the promised follow-up repair.
• Ensuring that an aerial crew equipped and authorized to restore the overhead cable is dispatched, rather than another technician who cannot perform the work.
• Confirming that a permanent repair has actually been scheduled, with a work order or reference number.
• Addressing the ongoing safety concern of an exposed cable lying across a heavily traveled public roadway.

I understand that the representatives I’ve spoken with may not have direct control over field dispatch. However, after multiple calls, a failed temporary repair, and more than a week without a permanent solution, I need someone who can coordinate the necessary work rather than simply add another note to my account.

I would greatly appreciate assistance from an Xfinity representative who can help get this issue to the appropriate team and see it through to resolution.

Thank you.