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user_u0nyqv
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2 Messages

Thursday, February 5th, 2026 12:53 AM

property damage during install, unable to close window

During the installation, tech cut the wire going into the basement and drilled through a window which will not close now due to the wire. It poses a safety and security issue as I cannot lock that window. It also provides a weather related issue that I cannot close the window and the holes are open around the wire. The original wire was left hanging on the side of the house. There was existing wire here for connection, why would they drill into a brand new window damaging it and creating a security risk? I need it to be fixed immediately. Who can I contact about resolving this issue? 

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3 hours ago

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XfinityMartyR

Official Employee

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3K Messages

27 days ago

 

user_u0nyqv Thank you for reaching out! I do apologize there was property damage during your Xfinity installation appointment. We can open up a property damage claim for you, please send us a direct message. 
 
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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

 

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user_u0nyqv

Visitor

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2 Messages

I’ve spoken with multiple agents about this and have asked several times for follow-up. A damage complaint was filed, and I’m still being completely ignored.

The initial installation caused over $1,000 in damage to a brand-new custom window. This wasn’t pre-existing — the technician drilled through it during the install. The window now needs repair or replacement because of that.

What’s honestly more frustrating than the damage at this point is the total lack of communication. I’ve made repeated good-faith efforts to resolve this and no one will respond or provide any update.

This has been incredibly disappointing and far from acceptable business practice. I just want someone to actually address the issue and take responsibility.

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3 hours ago

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XfinityBrianH

Official Employee

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2K Messages

 

user_u0nyqv Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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3 hours ago

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