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user_1b8d95
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Saturday, August 12th, 2023 3:02 PM

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Downed cable

We have service but since July 18 the cable from utility pole to our house is laying across back yard and across patio. I have called numerous times and have a ticket number but no response just promises not kept.  It's a hazard both to mowing and tripping. IN our neighbor's yard cable is draped neck-high. another hazard. HELP

Question

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Updated 

2 years ago

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EG

Expert

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110.6K Messages

2 years ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityRoberto

Official Employee

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1.7K Messages

2 years ago

Hi there and welcome to Comcast! @user_1b8d95, I am sorry to hear about the lines that are laying across your backyard. You are in the right place and I am happy to assist you today.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

Let me know if you have any questions

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user_1b8d95

5 Messages

2 years ago

Our cable line is still down on the ground even though we were told someone would be out on Saturday. That's the 4th time we were told someone would be out. He said because our ticket [EDIT: Personal Information Removed] was over 10 days old that they would have to come out.  Apparently no one told that one guy with the truck who fixes this stuff or maybe he's just too busy.

(edited)

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user_1b8d95

5 Messages

2 years ago

[EDIT: Personal Information Removed]     We went all through this on Saturday. I didn't know how to follow up on the old conversation.

(edited)

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XfinityVianney

Official Employee

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2.2K Messages

We still have our conversation open, and I will follow up privately. Thank you for checking in. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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user_1b8d95

5 Messages

what does it mean that conversation is open and you will follow up privately.

We would appreciate some explanation as to why repair is taking to long and what the status is. 

2 years ago

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XfinityEricB

Official Employee

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2.2K Messages

To keep your privacy with account details you reached out to us with direct messaging. That is what we mean by follow up privately, and where we shared the information on the work order. Can you go back to direct messaging so that we can continue to get more details as to what happened the last time please?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_1b8d95

5 Messages

Filing a report of poor service with BBB

2 years ago

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XfinityRoberto

Official Employee

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1.7K Messages

We are sorry to hear you feel this way. We would like to keep assisting you in a direct message, this way we can protect your account information. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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