How do I report downed aerial cable wire?

How on earth am I supposed to report a downed aerial cable wire that (a) has left my home entirely without internet and (b) is lying in the street outside my house? I have been trying to report the problem for more than an hour and the only option appears to the the Xfinity Assistant bot, which asks me to sign in. Then it thanks me for signing in, and takes me to a different page. Then when I navigate back to the support page, it tells me it can help me better if I sign in. It's infuriating. The call-in help line insists that I power cycle my devices (which will not work because the aerial wire has been completely severed) and refuses to connect me to an actual human. There appears to be no other way to contact comcast/xfinity.

The wires at my home are on the ground. I work from home, so this presents an immediate and significant problem. I need someone to come out and fix it.

Responses

XfinityRoberto

Official Employee

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1.7K Messages

3 years ago

Hi there, I am sorry to hear that your services are down. You are in the right place and I am happy to take a look at your services.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

Click the "Peer to peer 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_214e1c

Visitor

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2 Messages

@XfinityRoberto Can you please clarify what the "peer-to-peer chat" icon looks like? The only icon I see on this page is the in-app notifications icon.

3 years ago

0

XfinityRoberto

Official Employee

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1.7K Messages

I am sorry for the confusion on how to send a private message. 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.
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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

0

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615Momma

Visitor

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4 Messages

3 years ago

I have the same problem. I did however keep typing “cable down in street” into the Xfinity assistant and it gave me a prompt to report cable laying across the street. The cable has been laying in the middle of the road since Friday when I got home from work. I have no internet. I’m chatting with the people on this website. It seems to me this should be a priority since it could potentially cause property damage or possibly a wreck.

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CCChristopher

Problem Solver

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577 Messages

@615Momma Hello and thank you for reaching out over our Xfinity Community Forum. I am so sorry to hear about this interruption in service and downed cable you are experiencing, and I would be more than happy to help in any way I can in getting this resolved once and for all. I sent you a private message also, and look forward to assisting you further there.

I no longer work for Comcast.

3 years ago

0

Customer Service

user_214e1c

How do I report downed aerial cable wire?

XfinityRoberto

user_214e1c

XfinityRoberto

615Momma

CCChristopher

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