Visitor
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2 Messages
downed wire - no service
The Xfinity wire going across a utility easement to the pole where my Xfinity service starts...is down. It's not on my property, so I cannot see it more than about fifty feet. I contacted support, but instead on issuing a service request, they scheduled a professional install (!). I cancelled this appointment. Nothing needs to be done at my home, just the wire that feeds my service from the adjacent property needs to be repaired or replaced.
Who should be contacted when the Xfinity wire is downed by trees? At this time I have no service.
EG
Expert
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110.1K 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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XfinityRaf
Official Employee
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880 Messages
2 years ago
Good afternoon, and thanks for taking the time to report the downed line in your area. With your services being down, we will need to schedule a tech to come out and resolve your service issues. The tech who comes out will then submit a ticket to have the line raised if the tech cannot do it while on site. Could you please send our team a direct message with your full name and full address?
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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