Outage, exposed wires, No help from Costumer Service.

We’ve now experienced two snowstorms in our area that have caused Xfinity outages.

During the first storm, a technician came out quickly and restored our service, but left the utility box in our yard uncovered, telling us someone would return to properly secure and fix it. No one ever came back.

Now, after the second storm, we’ve been without Xfinity WiFi service for three days. We haven’t been able to reach a live person by phone or online. The AI assistant only repeats that there are outages in the area and they’re working on it, but we cannot get any specific information, an appointment, or an estimated time for repairs.

To make matters worse, there was a cut cable wire coming from that same exposed box (possibly from snow plows). We had to contact the Public Works Department ourselves, and they responded right away. We’ve also submitted a ticket for a “safety issue with cable wires outside,” but have received no follow-up.

At this point, we are simply trying to:

• Speak to a real person

• Get an appointment scheduled

• Receive an estimated timeline for repair

• Have the exposed utility box properly secured

Has anyone had success getting through to Xfinity during widespread outages? Any advice on how to escalate this would be greatly appreciated.