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Visitor

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4 Messages

Fri, May 28, 2021 12:09 AM

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

Official Employee

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214 Messages

23 d 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

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)

Visitor

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4 Messages

9 d 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...

Official Employee

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338 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)

Visitor

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4 Messages

Ha. I was just notified that I earned a "badge" for posting here. I don't need no stinkin' badges. I need comcast/xfinity to take action to fix the downed wires at my property. A digital symbol does not equal good customer service. Or placate those of us who are old enough to remember actual 3-dimensional girl scout badges.

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