How to report downed exterior wire

Our exterior cable wire has been down for five days due to a storm. It has broken off a connecting point and is lying on the ground. But I have not found a way to get someone on the phone to report about it or to get it repaired. I have only been able to chat and talk to a robot, to whom I have only been able to report a safety concern (since the wire is down on the ground) or an outage (only getting messages saying that there is no known outage in my area), or was taken through useless troubleshooting of my modem and router. Please, how can I get any real human being’s attention on this? I am outraged that we are paying the internet bill for service that has been down for days with no end in sight.

Responses

XfinityChristy

Official Employee

•

2K Messages

10 months ago

user_dvv987 Hello and thank you for reaching out via our Xfinity Community Forums. I’m truly sorry to hear about the trouble you’ve been experiencing with the downed exterior cable wire. I completely understand your frustration, especially given the difficulty you've had in getting this issue addressed. We want to ensure your safety and restore your service as quickly as possible. I would be happy to submit a ticket to our local team to get this issue addressed promptly. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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Customer Service

user_dvv987

How to report downed exterior wire

XfinityChristy

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