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user_spjsw4
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Visitor

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1 Message

10/11/2026 7:12 PM

Property Damage Claim

Hello,
On September 23 2026, direct Xfinity employees were doing work on my property and severed my private lawn sprinkler/irrigation lines while digging. I have verified that these were direct employees, not third-party contractors.
I need an official corporate representative to help me immediately open an escalated property damage ticket so this can be routed to the local Construction Supervisor or Market Operations Manager. I need to get a damage ticket number (ECM/ERM) and begin the claim process for repairs. Please let me know how to send you my account details via Direct Message.  I live in Florida and we are exiting the wet season, so time is of the essence to get my irrigation system back online. Thank you.

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1 hour ago

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XfinityRichard

Official Employee

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3.8K Messages

12 days ago

Thank you for bringing this to our attention @user_spjsw4 , and I'm very sorry to hear about the damage to your irrigation system. Please send us a DM with your full first and last name and full service address so we can review the situation further. Once we receive that information, we'll work with you to ensure the appropriate property damage escalation is documented and routed to the correct team for review. 

 

 

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (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
You must use the primary Xfinity ID

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33abdul

Visitor

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4 Messages

3 hours ago

I have a property claim and ticket number [Edited: "Personal Information"] this is 2nd ticket number photos have been sent in went clear evidence of the breach. If I'm not contacted in 48 hours since its been 22 days I will file a small claims lawsuit.

(edited)

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XfinityMarshante

Official Employee

 • 

1.6K Messages

Hello @33abdul, thank you for your comment. Sorry you’ve had to continue following up after already providing photos and clear documentation. I understand why the lack of contact over the past 22 days has been so frustrating. We’d be happy to review the damage claim and check for any available updates. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

 

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. 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.
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33abdul

Visitor

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4 Messages

3 hours ago

property damage claim[Edited: "Personal Information"]. I expect to be contacted within 48 hours or I will file claim in small claims court

(edited)

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