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user_i575gf
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Tuesday, May 5th, 2026 5:17 PM

My xfinity cable was cut during a home renovation and its just laying in the yard, how do I get it reconnected?

All the utilities to my house were re-routed during a significant renovation and the xfinity troubleshooting chat-bot does not seem to understand that as a potential problem someone can have.  I have scheduled a service call through that bot but they think their just coming to troubleshoot a modem issue.  I need them to understand this is more like a new home installation and not just a simple service call.  How do I get in touch with a human at xfinity to discuss this?

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XfinityOrlandoM

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3 hours ago

@user_i575gf

Thanks for reaching out to us, we do apologize for any inconvenience. If the cable was cut and your services aren't working, we actually have to have a in home technician come out there to reconnect the services, If your services weren't impacted and you just had downed cable lines then a technician that only works on the outside would be assigned.

 

 

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user_i575gf

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Thanks for the reply.  We already scheduled an appointment for a technician to come out when we thought it was just an indoor connectivity issue.  How do we update that appointment to flag that the cable was cut and exterior work will be needed as well?

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XfinityOrlandoM

Official Employee

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You are welcome, If your services are not working, a regular in home technician has to come out as they will need to get your services reconnected first, if further work is needed they will  assign a construction team to come back out.

 

 So if you currently have a scheduled appointment coming out due to no connection as our system is most likely reading your modem offline since the wires are being cut, then that's the correct process to go through.

 

 

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