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user_931394
1st Topic

Visitor

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1 Message

Friday, February 11th, 2022 1:24 AM

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Downed cable line

We have a downed cable line that is laying across our yard that came down in a storm. It was ripped out of the side of my house and I no longer have service. We have since cleaned up the storm debris that took it down and also have power restored. Xfinity assistant is not helping me contact someone for a solution. Would you be able to help?

Question

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Updated 

3 years ago

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XfinityNico

Official Employee

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553 Messages

3 years ago

Hello @user_931394, thanks for reaching out. You've reached the right team to help and we can certainly assist with this wiring/service concern. In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? 

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user_1787b7

Visitor

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1 Message

3 years ago

I'm having the same problem here. I had a cable line ripped off the side of my house during bad weather on Thursday, February 3rd. I called xfinity immediately to report the issue, but was told that the customer service agent couldn't send anyone out to my house because there was an outage detected in my neighborhood. I've called back or chatted with an assistant almost every day since this happened. It wasn't until I reported it as a safety issue, that I was told a technician would come out. The person was supposed to come to my house on Saturday (2/12), but no one showed up. I haven't had cable or internet for what will soon be two weeks. I was told that a person couldn't come out today because of the weather, but it was 60 degrees and sunny.

I'm so confused and frustrated. I don't feel like anyone can help me. Were you able to get the issue resolved? 

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XfinityJosephA

Official Employee

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1.7K Messages

Hello, @user_1787b7, thank you for sharing this experience. I will be very happy to make sure we get your services working and get the outside cable fixed. We have a dedicated team that's here to listen and resolve these expected issues. I apologize you have been dealing with this issue since February 3rd. Let's schedule the correct appointment! Use the Direct Message icon at the top of the page to send your name and service address to "Xfinity Support." Once we locate your account we want to schedule an appointment to repair your service, and from there our tech will create the right work order to fix the outside cable.

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3 years ago

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