Visitor
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4 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
2 days 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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4 Messages
1 day 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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user_72e64w
Visitor
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4 Messages
4 hours ago
I previously reported a downed aerial communications line that had fallen across a walkway on my property. After considerable effort to arrange a repair, a technician was finally dispatched.
Unfortunately, the repair was not completed properly. Rather than using the existing attachment point on the house, the technician installed a new attachment point that places the cable under significant tension and routes it directly against one of the exterior shutters. As installed, the cable is pressing against the shutter under constant tension, which I am concerned will damage the finish and potentially cause the shutter to become misaligned over time.
I raised these concerns with the technician while he was on site. Rather than addressing them, he responded rudely and dismissively, refused to make any adjustments, and left the installation in its current condition.
I am requesting that this repair be revisited by another technician and that the cable be rerouted and secured using the original attachment point or another appropriate attachment point so that it is not under excessive tension or in continuous contact with the shutter. I would appreciate any assistance in having this corrected.
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