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user_d7ckwe
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4 Messages

Tuesday, June 17th, 2025 11:05 AM

HELP

Someone from Duke Energy cut our cable line. They are laying in the street and in the neighbor's driveway. I cannot get anyone via the 800 number or the app to report this issue. Please help me,   my son is on a medical device that needs to send and receive information via the Internet

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2 days ago

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XfinityChristy

Official Employee

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2.1K Messages

2 days ago

 

Good morning user_d7ckwe, thank you for reaching out via our Xfinity Community Forums. We understand how critical a reliable internet connection is, especially when it's for medical equipment. This sounds like a very urgent situation, and we want to help get this resolved for your son as quickly as possible. To make sure we send the right support, could you please send a direct message with your full name and address? 

 

 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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user_d7ckwe

Visitor

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4 Messages

Edited: "Personal Information"

There are lines laying in the alley and the neighbors driveway. These lines were cut by Duke Energy Friday afternoon

(edited)

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2 days ago

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XfinityChristy

Official Employee

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2.1K Messages

user_d7ckwe, I am sorry to hear you are going in cycles with the app. Something that tends to help is to uninstall and then reinstall the app. That tends to clear this sort of issue. 

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

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2 days ago

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user_d7ckwe

Visitor

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4 Messages

2 days ago

I cannot get anything on the app to work correctly for me. It forwards me to a Chrome page which keeps telling me to sign in every time I sign in it asks me a couple of questions and then flips right back to the sign in page.

I cannot get anything to work for me

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EG

Expert

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111.1K Messages

2 days ago

Concern moved here to the Customer Service help section.

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