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plitchf_12
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4 Messages

Friday, April 10th, 2026 2:57 PM

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Fiber cable resting on tree

A few weeks ago, the fiber cable running from the road to the house came detached from one of the utility poles due to high winds. The internet service is still working, but the cable is currently resting on a couple of pine trees on our property. I need an Xfinity technician to come out to the house to reattach the cable to the pole.

Question

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Updated 

4 hours ago

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Accepted Solution

XfinityOrlandoM

Official Employee

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3.2K Messages

4 days ago

@plitchf_12

Thanks for reaching out to us, this link https://www.xfinity.com/support/articles/report-an-issue is a great self-service tool to report issues such as low hanging or down cable wirers posing a safety risk.

 

I'll be happy to assist you further, just go ahead and send me a direct message including your first and last name and complete service address

 

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

 

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plitchf_12

Visitor

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4 Messages

Thanks for the help. I've submitted a ticket at the link you posted.

4 days ago

0

XfinityOrlandoM

Official Employee

 • 

3.2K Messages

@plitchf_12

 Awesome that will get a ticket created to have someone come out and raise that low hanging cable line

 

I'll check back in with you to make sure the work's been completed.

 

 

 Enjoy the rest of your day and i'll talk to you soon

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

4 days ago

0

XfinityOrlandoM

Official Employee

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3.2K Messages

@plitchf_12

Hello reaching back out to you to see if the work was completed on getting that cable line fixed?

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

5 hours ago

0

plitchf_12

Visitor

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4 Messages

Hi, thanks for following up. The cable line was fixed last Saturday, April 11th. Internet service is good and the technician made sure to secure the cable better.

4 hours ago

0

XfinityOrlandoM

Official Employee

 • 

3.2K Messages

@plitchf_12

Awesome I'm glad to hear everything was taken care of. We offer other self-service options through our Xfinity app as well https://www.xfinity.com/apps , . Do you have any other questions or concerns?

 

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

4 hours ago

0

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