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user_isd10b
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Visitor

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3 Messages

Friday, May 22nd, 2026 5:50 PM

I have reported a down Xfinity line on my property with no response

I have reported a down Xfinity line, a hazard risk, on my property via the webform with no response. I have attempted to call and the automated system will not allow me to report the issue. I have attempt the chat system and the chat system will not allow me to report the hazard. This is unacceptable. Hopefully by going thru this Community I can get the attention of Xfinity that there is a hazard on my property due to their down cable and they will send someone to address.

The inability to report a hazard caused by Xfinity that needs to be rapidly addressed by their staff is negligence.

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Updated 

19 hours ago

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XfinityJorge

Official Employee

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3K Messages

19 hours ago

 

user_isd10b Hi there! Thanks for using our Forums as a tool to contact us. We appreciate you brining this to our attention and our team is here to secure the line. To get this started can you send us a DM with your name and address so we can start working towards a solution.
To send a "direct message" / "private message" message to Xfinity Support:
 • Click "Sign In" if necessary
 • Click the "Direct Message" icon
 • 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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user_isd10b

Visitor

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3 Messages

Done. However there has been no acknowledgement as to receipt.

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19 hours ago

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XfinityJustinC

Official Employee

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2.3K Messages

Hello, @user_isd10b thank you for sending the direct message. I did want to help get the proper expectations set up that our communications work more like an email and not instant message. There may be delays in our reply while we're gathering information to investigate. I was able to locate the direct message and will follow up with you there. 

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

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19 hours ago

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user_isd10b

Visitor

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3 Messages

Thank you for acknowledging.

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19 hours ago

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