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user_c6ad39
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Thursday, August 10th, 2023 3:24 PM

Closed

Hazardous cable wire situation

On Tuesday, 8/8/23, I noticed the cable wire (that links the telephone pole across the street to my house) had dropped. It's now hanging 5 feet above the ground on one side.  Cars have trouble going under it, but UPS, FedEX, and other larger vehicles can't get by at all.  I've contacted Comcast every day (I have the ticket numbers), the police have come out asking why the cable hasn't been repaired, and the county's electric company came out, but they can't fix a Comcast line.  What can I do to have this fixed?  It's very dangerous for pedestrians, bike riders, SUV's and other tall vehicles.  Please, please, please - if anyone has a suggestion as to how I can get Comcast out to my street, I'd appreciate it.

Question

 • 

Updated 

2 years ago

825

3

Accepted Solution

XfinitySara

Official Employee

 • 

1.7K Messages

2 years ago

@user_c6ad39 - Thank you for bringing this cable line concern to our attention! That is definitely something we'd like to address as quickly as possible for you (and others in the area). And while you should be able to submit a ticket through our Xfinity Assistant, it sounds like you've tried various ways to have us address this before, so our Digital Care Team would be happy to take a look. Could you please send our team a direct message?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

4

user_c6ad39

4 Messages

@XfinitySara​ Hello Sara, I've followed your perfect directions, and added all of my information and pictures to the Direct Message as you requested.  I'm so happy you responded, and I look forward to getting the wire pulled back up. And I did open two tickets with Comcast and 2 with our local energy company BG&E, but BG&E looked at it and said it wasn't their cable.  Thank you!

2 years ago

XfinitySara

Official Employee

 • 

1.7K Messages

Perfect, @user_c6ad39! I've received your messages along with those photos, and will respond to you there shortly! Your patience is greatly appreciated.

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
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

user_c6ad39

4 Messages

Thank you for your timely response and attention to this problem.  This is definitely a weight off of my mind.  

2 years ago

user_c6ad39

4 Messages

Update: The drooping wire was fixed last night.  Thank you, Xfinity!!!

2 years ago

0

XfinityRichard

Official Employee

 • 

1.8K Messages

2 years ago

@user_c6ad39 I'm happy that we were able to get you taken care of. You have a great rest of your day and have a super weekend as well! It was a pleasure working with you. Please don't hesitate to reach back out to us if you ever have any further questions or concerns, we'll always be here to assist you!
- Richard

0

0

user_a653m7

1 Message

2 years ago

I have a hazardous wire situation. I have submitted the information through the xfinity assistant and all three times the case has been closed without anyone contacting me. The case numbers are ECM0004467432, ECM0004452470, ECM0004486839. I tried to follow the link above to submit a direct message but the link says that page is no longer available. I am unsure how to best get in contact with a live agent. 

1

0

XfinityRay

Official Employee

 • 

2.7K Messages

Thank you for allowing our team to further help with this, @user_a653m7.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging 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

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

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