how to report downed wires

How on earth can you reach a human to report comcast wires that are lying in the ground? The only option appears to the the Xfinity Assistant bot, which asks me to sign in. Then it thanks me for signing in. Then it tells me it can help me better if I sign in. It's infuriating. There appears to be no other way to contact comcast/xfinity. The wires at my rental property are on the ground. I need someone to come out and fix it.

Responses

XfinityThomasC

Official Employee

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2K Messages

3 years ago

Hello @user_300363 and thank you! I really appreciate you being a member of the Comcast Family! Thank you for reaching out to our forums community, it’s great we can connect this way! Our team can assist with getting those downed wires raised. Please send a private message with your name and service address by clicking on the chat icon so I can further assist. Here are the steps:

• Click "Sign In" if necessary

• Click the "Peer to peer 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

user_300363

Visitor

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4 Messages

I have followed these instructions and sent the private message on 6/1/21. I will post again here when/if I receive a reply or action is taken. Thanks.

Adding to this post, because the instructions didn't say to wait for a response when using the private message option. I didn't realize it worked like a chat, and someone did respond to me quickly, but I had closed the window and didn't see the response until today.

Someone on the digital team has put in a ticket, so I am hopeful this can be resolved.

(edited)

3 years ago

user_300363

Visitor

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4 Messages

3 years ago

Update on June 10, 2021. I was able to use the support chat to talk to ComcastAirelle who said they would put a ticket in and that I should hear back in a few days and they would follow up with me too. Not a word either by phone, email or through the support chat since then. Curious how long a ticket will languish in the system now until a person gets in touch again...

user_JosephC

Problem Solver

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369 Messages

Hello and Happy Thursday, Suzanne! I hope you’re having a great week so far! I also appreciate you taking a moment out of your day to reach back out to our team! You’ve reached the best place and perfect person to help with virtually all of your account needs! Going forward, I'm truly sorry to hear about the delay in response time on our part regarding your recent ticket inquiry as this is not the experience we want for you! I double-checked our systems and it looks like our tech Esteban was out on the 6th to complete the aerial line raise successfully per your request. To confirm, are the wires in question still low-hanging by chance? I do apologize once again for the delay on our end and sincerely appreciate all your patience!

(edited)

3 years ago

user_af7a95

Visitor

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1 Message

3 years ago

Good thing you guys have a monopoly otherwise your endlessly terrible customer service would put you out of business. I love that there is post after post after post of issues like this on the forums and every time the answer is to send a private message. God forbid this huge company actually provide a phone number where you could talk to someone. Don't worry, we'll never do that as it might cut into our profits for the quarter.

I have a downed line in my front yard. I have called multiple times but I don't have an account so it won't let me through to talk to someone. Genius.

CCEthan

Official Employee

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1.4K Messages

Hi, @user_af7a95. I can understand your view and that is why we have implemented alternative platforms such as Twitter, Facebook, Reddit, and here! The phone can get very busy, but I can understand if you would rather speak to somebody on the phone. We have all the tools to help with your cable line and make sure it gets taken care of. We ask for direct messages because we can't post personal information in public. Can you direct message your name and address?

Make sure you are signed in.

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I no longer work for Comcast.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

user_0fafa4

Visitor

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1 Message

3 years ago

I would like to report down wires in my back yard for the second time. There are two wires hanging down, one black cable wire and the other a twisted metal cable which appears to be the ground wire. It has been severed months ago and left hanging. The metal cable is entangled in my chain-link fence and poses a serious hazard if there was a lightning storm. I am extremely frustrated this issue has not been of the upmost importance to your company. I am liable if someone were to get electrocuted from my fence as it is your wire which has been hanging down for months now. I called on 7/20/21 to report this issue and no-one has been to fix the wires. My electric company has been out already and have told me that it is Comcast's issue. I am at a loss. Please help before someone gets hurt.

Thank you.

CCHeather

Problem Solver

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1.1K Messages

@user_0fafa4

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

I no longer work for Comcast.

3 years ago

EG

Expert

•

107.1K Messages

3 years ago

5 month old thread now being closed........

Customer Service

user_300363

how to report downed wires

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