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user_b43f69
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Monday, June 13th, 2022 11:47 PM

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How do I report a downed line?

A limb from a tree on my property has taken down an exterior communications line from a nearby utility pole. How do I report this issue? Note that this has not affected my service. Also, I have no idea what company owns this line.

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2 years ago

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CCTambrey

Gold Problem Solver

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3.4K Messages

3 years ago

Hello @user_b43f69! Thanks so much for reaching out to us here on the Xfinity Frums for support. 

Would you be able to post some pictures of the downed line and where it connects so we can help you try to identify it? If the line isn't affecting your services it likely isn't an internet/cable line. If it is however, then the tree would need to be removed first before we could send a team out to repair the line. 

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user_b43f69

Visitor

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4 Messages

@XfinityTambrey

Here are images that describe the situation with this downed line. The limb came from a tree on my property. I looks like it snagged the line and then fell to the roof of my neighbors garage with the broken line still snagged in the branches. I can forward an address if you allow a private and secure message.​

3 years ago

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user_b43f69

Visitor

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4 Messages

@XfinityTambrey​ 

Here is an annotated version of one of the pix.

3 years ago

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CCTambrey

Gold Problem Solver

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3.4K Messages

Thanks for providing these photos! I can definitely help you get this downed line reported. 
Please send us a DM with your first and last name as well as service address. :) 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I no longer work for Comcast.

3 years ago

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user_b43f69

Visitor

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4 Messages

I need to correct something I posted before. I looked from another angle, and now I see that the limb fell on the drop from the utility pole to my neighbor's house. The drop is sagging under the limb, but it doesn't look broken, and my neighbor said his cable service wasn't disrupted.

3 years ago

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CCTambrey

Gold Problem Solver

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3.4K Messages

No worries @user_b43f69! We appreciate the clarification and would still be more than happy to work with you to have this looked into further if you'd like to send us a DM with your information. 

I no longer work for Comcast.

3 years ago

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user_82da54

Visitor

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1 Message

3 years ago

I have a low wire across my property and its also across a busy street in front of my house

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XfinityAnthonyT

Official Employee

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1K Messages

Hey there, happy to help. Please send a DM to XFINITY SUPPORT with your name and address for me to get started?

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

3 years ago

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user_murphy

Visitor

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1 Message

2 years ago

I have a downed cable/internet service line as well and it has been down for 15 dats after a storm. How can I report this and get a schedule to repair it?

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XfinityRoberto

Official Employee

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1.5K Messages

Hi there @user_murphy. I am sorry to hear that you have a down line after the storm. You are in the right place and I am happy to assist you. Please send me a private message with your first/last name and full service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

 

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

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XfinityRoberto

Official Employee

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1.5K Messages

Hi there, thank you so much for the private message. I really appreciate your address. I have located the account, may I have you verify your first and last name? 

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

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user_a59579

Visitor

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2 Messages

2 years ago

I have reported a cable line laying across and another obstructing traffic 4X using the Xfinity Assistant. Now it doesn’t allow me to complete the report anymore. It says “something went wrong - try again “ no matter how many times you try you get the same prompt. Can not find any phone number to actually talk to a live person. I received an email saying they received my request and someone would be out to resolve the issue in 1-3 business days. That was 9 days ago. Can someone please help. It just a matter of time before someone gets hurt.

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CCLysa

New Problem Solver

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617 Messages

Hi @user_a59579

 

I appreciate you taking the time to reach out and let us know about this line that needs to be repaired and moved out of the way! I would be happy to look into previous tickets and check the status for you! Please send me a Direct Message so that I can gather your account details. 

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" 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 no longer work for Comcast.

2 years ago

0

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