Visitor
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2 Messages
Downed cable line
Cable has come loose from the side of the house and is sagging across the yard. It appears to be attached to your drop line and may have been pulled loose by a tree branch. I am unable to get any message through to Xfinity through normal channels to get this issue repaired. Looking for any assistance on here from customer service to get this fixed.
XfinityQuemekia
Official Employee
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1.2K Messages
1 day ago
Hi there @user_72e64w! Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. If needed, we will invite you to send us a Direct Message.
Thank you so much for letting us know about the downed line. Just to make sure you are taken care of, are your services currently being affected by it?
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user_72e64w
Visitor
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2 Messages
1 hour ago
Previous forum threads advised customers to contact Xfinity Support directly regarding downed or hanging lines. I have spent considerable time attempting to report this issue through the normal customer service channels and have been unable to get this resolved.
A technician was previously scheduled but failed to appear. We then spent approximately an hour attempting to contact customer service regarding the missed appointment, only to have the operator hang up on us without any resolution.
My services are currently functioning, but that is not the issue. The cable has detached from the house and is hanging under tension across a walking path. This is a safety hazard and, given the strain on the line, likely only a matter of time before service is disrupted as well.
I am requesting that Xfinity open a field service ticket and dispatch a technician to inspect and secure the line as soon as possible. This is an infrastructure and safety issue, not a troubleshooting issue, and it requires onsite attention.
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