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user_m1yjed
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11/01/2026 8:04 PM

No internet - cord cut by FPL - wait a week for appt

A transformer blow yesterday 10/31 we were without power for hours. FPL came out and fix it but tore down our property line fence and cut internet cable. My 88-year-old elderly mom lives  with us and requires ongoing care. We use internet-connected security cameras to monitor caregivers while my husband and I are at work and to ensure her safety. Plus we have other Internet based equipment too. The earliest appointment they have is 11/7. I can’t believe we are going to have to wait this long. Customer service said they do not have any other openings right now and they don’t come out for “emergency” situations. We are the only one with an outage, I bet if the fire department was out (who is down the street from us) was out we would have received help already. 

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33 minutes ago

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EG

Expert

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122.7K Messages

1 hour ago

Concern moved here for assistance.

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XfinitySean

Official Employee

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1.2K Messages

33 minutes ago

Thanks for taking the time to post here on the community forums, user_m1yjed! I'm truly sorry for the situation you've found yourself in due to the internet cutting out. The first thing I'd recommend is signing up for the Appointment Waitlist if you haven't already. Though we can't guarantee that a sooner appointment can be found, our team can absolutely look into any and options we have available! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started! 

How to Send Us a Direct Message:

  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. A "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.

How to: Direct messaging within the forum

 

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