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user_ftrxha
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Visitor

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2 Messages

Wednesday, July 2nd, 2025 8:42 PM

How do I get actual help?

Your automated system is terrible!

My utility company has dug up and cut my cable line. Not enough to stop the connection, just severely slow it down. My cable line is currently laying on the ground duct taped in 3 places. 

Neither your chat nor your phone system will let me report it or talk to a human. How am I supposed to get some actual help?!

Question

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Updated 

19 hours ago

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XfinityAlyssaA

Official Employee

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2K Messages

23 hours ago

Good afternoon @user_ftrxha, and thank you for reaching out on our Community Forums today regarding your damaged cable line. I'm sorry to hear about your frustrating experience and that the damaged line is causing you connection issues. Our team will be happy to help get the line fixed. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

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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user_ftrxha

Visitor

 • 

2 Messages

23 hours ago

I'm logged in. Where is the direct message icon?

1

0

Again

Expert

 • 

31.9K Messages

@user_ftrxha​ 

If you haven't found it yet.....

Upper right where your avatar is.

If you don't see it:

To check if your direct messaging is turned on, click on your Profile Avatar in the upper right corner and then on Profile Settings.  Scroll down to the bottom of the page and if Opt Out From Direct Messaging is checked uncheck it and then click on Save. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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