Visitor
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4 Messages
Downed line, no response to tickets, no way to check status
We have a downed line across our alley and it's blocking trash and recycling trucks. I've made 3 tickets so far with zero response over a week. There is no way to check any sort of status for the ticket so I just keep making more of them. You've now routed all of your "customer service" to the dumbest chatbot in existence and it just regurgitates my account number when I ask for the status of a ticket number. This forum is full of people asking about tickets and the same canned response is given to PM service members, but that's no longer an options. How do I actually get somebody to repair a downed line before a truck comes through and does more serious damage?
EG
Expert
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110K Messages
2 years ago
The concern is not "Xfinity 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.
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XfinityThomasA
Official Employee
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2.3K Messages
2 years ago
Thank you for your feedback, @user_a4a2af. Our Digital Care team can help. Please send 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 forum's page.
Here are 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
I also wanted to share how you can report hazardous or dangerous wires online using the Xfinity assistant. To do so visit xfinity.com/xfinityassistant and type Hazardous or Dangerous Wires to let us know what your issue is. Click continue and select the options from the drop-down closest to your issue and click continue. Review all the info to make sure it’s accurate and click Submit when you’re ready. Requests will be worked in the order they're received. Your patience is appreciated as we work to resolve your issue as quickly as possible.
You’ll receive emails along the way to let you know about the status of your request, and if needed, we may contact you on the phone number you provided to gather additional information to help us resolve your issue. Once we’ve fixed your issue, we’ll send an email to let you know that everything’s all set.
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user_a4a2af
Visitor
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4 Messages
2 years ago
Instructions followed and did get a response on messages but still no action or real information... I've been told I have a ticket, which I already know, but there is still no status, schedule, estimated service date, etc. Wire is still laying across my yard.
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user_a4a2af
Visitor
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4 Messages
2 years ago
2.5 weeks and counting. I've been told a maintenance crew was scheduled 3-4 different times and they have yet to show up or even contact me. Every day it just gets rescheduled for the next day but nothing happens.
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