Visitor
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2 Messages
Hazardous wire and no internet
A damaged Xfinity line serving our home has left us with a complete internet outage. A technician has already confirmed the issue, but we were told the repair could take up to two weeks.
This is not a minor inconvenience. We both work from home and depend on this connection for our jobs. Being without internet for up to two weeks is simply not a realistic option.
We subscribe to Xfinity's highest residential internet tier and are trying to understand how a complete loss of service can have a repair timeline measured in weeks rather than days.
Has anyone successfully escalated a situation like this? Is there a way to get this reviewed by local management, construction, or the maintenance team responsible for line repairs?
At this point, we need service restored as quickly as possible and are looking for any escalation path that can help move this forward.
thank you
EG
Expert
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118.6K Messages
3 hours 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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XfinityJoe
Official Employee
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1.4K Messages
3 hours ago
Good morning @user_u4g5xm. As someone who also works from home, I can appreciate the urgency here. We work on or complete all jobs as quickly as possible; outside of line work can take up to 14 days. However, we will stick with you to ensure the job gets scheduled and completed.
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click "Direct Message"
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing, a drop-down list appears. Select "Xfinity Support" from that list.
An "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. See the link below for an example
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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