How do I report a downed line at my parent's place? The Comcast phone tree, app and website is completely useless

Good morning @user_fpd5bh, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the line that is down, but you have come to the right place for assistance with this issue. I see you have already sent us a direct message,,, so we will work with you there. For future reference, please keep in mind that sending unsolicited private messages to an Official Employee of the Xfinity Help & Support Forums, is a violation of Forum Guidelines.