Visitor
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1 Message
Line down
I need help escalating a storm-damaged Xfinity line. A large fallen tree pulled down the Xfinity communications line at my home. The utility company has replaced the damaged electrical pole, but Xfinity's line has not been reattached. My Internet has been out for 6 days. The line is hanging very low and part of it is lying on my property and wrapped around my fence. My Motorola MB8611 shows downstream flashing and upstream off. I have been told Xfinity won't send a technician until September 14. I need a line/plant crew dispatched now rather than waiting for a routine customer-premises appointment. Please create/escalate the downed-line ticket. I can provide photographs.
XfinityRay
Official Employee
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4.2K Messages
49 minutes ago
Greetings, @user_446d2b! Thanks for taking the time out of your day to reach out about the line. We are glad to check further and see if we are able to get someone to you sooner. With storm damage the team sometimes needs to work up to your home before they can complete the work. That leads to extended times for the work to be completed. Let's take a look and find out.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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