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user_78494e
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1st Reply

Visitor

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5 Messages

Thursday, January 12th, 2023 10:42 PM

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Need to report property damage

How do I report property damage to xfinity? Representatives from xfinity were in my backyard due to a neighbor outage and damaged my fence. The work is also still not completed as the cable hasn’t been buried. Please advise.

Question

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Updated 

2 years ago

2.9K

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CCVanessa

Contributor

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234 Messages

2 years ago

@user_78494e Hi there, thank you for taking the time to reach out for assistance. I understand your fence was recently damaged by a Xfinity technician, and I am happy to help in any way I can. First I would like to apologize for the mistake, and I am certain it wasn't intentionally left behind. We would have to open a damage claim ticket, and have the right team investigate this further. Can I ask how the fence was damaged? Was it hit by the truck, is it knocked down or dented, did you see it happen in real time or find it later? 

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user_78494e

Visitor

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5 Messages

2 years ago

Hello - yes, I would like to open a damage claim ticket.  The fence was damaged on Dec 29th, 2022.  There was outage in our neighborhood - All but myself and the neighbor to our left.  A technician came out and asked to access our backyard.  He then informed us that he would need to run a new cable along our fence temporarily to fix the issue.  We did not watch him the whole time when he was in our backyard but that evening when we took our dog out, we found the fence panel ajar and damaged.  I'm attaching photos of the split wood and metal brackets showing that the panel was forceably moved and not take apart correctly, nor did the technician discuss the need to move the panel.  He informed us when he left that someone would be back to bury the cable or fix it permanently but we have had no resolution of this in the past two week.  We are very upset about the situation and have just found this channel in order to report it.  I have several photos as well but am unable to attach them here due to size restrictions. Please advise me of where we go from here.

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CCVanessa

Contributor

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234 Messages

2 years ago

@user_78494e Got it, I appreciate you helping me better understand what happened. And I totally get how this is inconvenient and frustrating, but we will do everything in our power to rectify the situation. Let's move to a private chat, so we can get your account pulled up and get started. Please send us a direct message with your full name and service address. You can do this by signing in and clicking direct message, or using this link https://comca.st/3EqVMu7. 

 

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user_78494e

Visitor

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5 Messages

2 years ago

This link is taking me to a page to start a conversation but it wants me to add the name of a person.  Who do I send the direct message to?

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CCValerie

Official Employee

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974 Messages

I apologize for the confusion, @user_78494e. You can use the following steps to send us a direct message:

Here's the detailed steps to direct message us: 

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" 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

I no longer work for Comcast.

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

2 years ago

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user_78494e

Visitor

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5 Messages

Done. How long do I wait for a response?

2 years ago

0

sbrickwalls

Visitor

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1 Message

Hello, I am trying to report some yard damage done by a Xfinity subcontractor to my yard. Xfinity reached out to us via text to let us know that our area had some scheduled maintenance/upgrades that they would be doing in our area and that we may be without service until they are complete. Around 10am on May 17 2023 a young man in a gray Ford Ranger with a "Telecom Communications" sign on his truck attempted to drive through our yard to get to the back where the telephone poles are located and he got his truck stuck in my front yard about 15' in off of the street and could not get out. My neighbor was able to pull him out of my yard using a tow rope and without putting his own truck in my yard. I contacted the 1-800-XFINITY number on Wednesday the 17th and Thursday the 18 to report the issue and was told a ticket was made on my behalf and that an inspector would be calling me to come visit the damage on Friday the 19th. It is now past 9pm on Friday and I was not contacted. How do I report this? I don't want anything but my yard to look the same as it did before the worker decided to drive through my yard. I have some pretty deep ruts (about 10" to 12" deep and about 12' long, times two) in my front yard. I would also like to add that my yard is not huge, the telephone poles are not very far from the road and a ladder could have easily been carried. Any help with this is greatly appreciated.

Thank you,
Paul S.

2 years ago

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CCXavier

Official Employee

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695 Messages

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast.

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

2 years ago

0

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