Downed line on utility pole

Question

Recently a storm severed our internet cable that runs up our utility pole. The cable is now dangling right above ground level with exposed wire. From everything I can tell, given the proximity to our electrical lines, this poses a safety risk. I spent over two hours on the phone with Xfinity yesterday, where two representatives acknowledged the hazard and told me the issue was being escalated. I was told someone would be out today initially, then that they were expediting the ticket for yesterday night or today and yet, the soonest a tech will be coming out is Wednesday. What exactly am I supposed to do here?

EG · Answer

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

XfinityThomasD · Answer

user_8jjjgp I'm sorry to hear that services are out and hope there wasn't any other damage from the storm. We do report downed lines to our maintenance teams, who schedule a work order to take care of the line as quickly as possible, but their scheduling does not appear as a set timeframe as they have existing jobs they are working on or other emergencies as well. Because services are impacted, we would need a field technician scheduled as well, and you can check the appointment on the Xfinity app or website to see if rescheduling it provides an earlier date, or set up a waitlist to notify you if something becomes available earlier.

Customer Service

user_8jjjgp

Downed line on utility pole

EG

XfinityThomasD

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