Relocate line

The line from pole to house is being altered by an old tree. As it continues to grow, it increasingly bends the path of the line. The line needs to connect to the house in a different location.
From reading other posts, I need to start here publicly before I can send a DM and start this process.

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XfinityOrlandoM

Official Employee

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2.4K Messages

1 year ago

@user_tmzjv0

Thanks for reaching out to us, to relocate the drop from 1 pole to another there would be a fee for that if you have Xfinity services. Generally when a tree is causing the damage the tree needs to be removed or cut down or trimmed to prevent the line from being altered Is the tree that's causing the alteration of the line a tree in your yard or is it a tree owned by the city?

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user_tmzjv0

2 Messages

It is my tree, not a city tree. The tree and the line have both been there significantly longer than the 30 years I’ve lived here. Trimming is not an option, the line is up against the trunk. There is no damage (yet) but there will be if something isn’t done proactively. Another post I read that was answered by a different Xfinity employee claimed that the line from pole to house belonged to Xfinity. The line didn’t become the customer’s responsibility until it entered the house. Is that not accurate? Thanks for your help.

1 year ago

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XfinityVianney

Official Employee

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2.4K Messages

user_tmzjv0 It is correct that we own and manage the line. We can get a tech out to make any adjustments possible to the existing path, but the tree would remain an obstacle. To ultimately relocate the line, which is likely the best path if the tree can't be trimmed or removed, there is a charge for this type of work request. We also can't guarantee we can move the line depending on the options available for the tech. The potential path would be determined after a survey is completed by the tech.

I ask that you reach out privately, so we can cover the details further. 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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1 year ago

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Customer Service

user_tmzjv0

Relocate line

XfinityOrlandoM

user_tmzjv0

XfinityVianney

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