How to contact someone about a problem with a down cable line

I'm venting! There's a cable line that's sagging very low in my back yard. There's nothing wrong with my home cable. The other day it took me over 1 hour to go thru all the BS recordings to finally get hold of a human to explain the problem. It's ridiculous that they don't have a separate number for emergency things like down cable lines. Power companies do!

Responses

XfinityOrlandoM

Official Employee

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2K Messages

10 months ago

@monkey9cats

Thanks for adding the post, I'm glad you were able to reach one of our awesome Xfinity agents to assist you with the low cable line.

Due to the unique situation there could be for low hanging or disconnected cable lines we do require that you reach out to a live agent https://www.xfinity.com/support/contact-us either by calling 1-800-xfinity or via one of our many other options such as via our Xfinity forums page, Facebook, twitter or even going to directly into one of our Xfinity stores.

Be happy to follow up with you here on this platform to make sure all the work was completed that's promised.

Do you have any other questions or concerns?

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monkey9cats

Regular Visitor

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13 Messages

Once I got thru to a human after 1 hour I was on the phone with her for over an hour trying to explain what the problem was. I think she was in some other country. I asked her if she knew what a telephone pole was. The closest Xfinity store from my town is 30-40 miles away and I shouldn't have to drive that far to report a problem that's not related to my home service. Why doesn't Xfinity just add another recording that says "non related cable issues" ??? I was also told I'd be able to track the service order on my home page but it's not there. I called Tues and it's Fri and haven't heard a peep from anyone.

10 months ago

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XfinityArmand

Official Employee

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2.1K Messages

We are glad to take a closer look at this for you @monkey9cats. Please feel free to shoot us a private message so that we can get started.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

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

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "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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10 months ago

0

Customer Service

monkey9cats

How to contact someone about a problem with a down cable line

XfinityOrlandoM

monkey9cats

XfinityArmand

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