Downed cable line due to storm -no help from Xfinity

The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Hi there @user_9fniah, and thanks for posting your concern on our Xfinity Community forums!

I can completely understand how frustrating it is to not be able to get help when your service is down and there’s a line physically missing.

You absolutely did the right thing trying multiple channels, and I appreciate you sticking with it.❤️

Service restoration, especially after a storm, can sometimes take longer than expected depending on what has happened during the storm in the area. 

Safety does come first, and if there is physical damage to the network up line of your location, we typically work top-down toward your location across the network to ensure the up line signal is in place prior to attempting local restorations.  There may also be power issues impacting the network that prevent us from bringing services back online until they are rectified.

We definitely want to make sure the right team is dispatched as quickly as possible and that we get your services restored as soon as we can.

Please send us a direct message* with your name and full service address, and we’ll help get this looked into for you and work to give you the correct expectations on when your services should be restored. 💯

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.