Report outside wire as a tripping hazard

I do not have service with Comcast and it's ridiculous that I can not call to report this since I do not have an account. A tech came to my house for the neighbors service and the box is in my yard. They ran a cable above ground and it is exposed!!

HOW DO I REPORT AND HAVE SOMEONE COME BURY A CABLE THAT IS A FOOT ABOVE THE GROUND WITHOUT HAVING AN ACCOUNT?

All your login methods want my billing info to continue. I do not have it. I need you to clearly tell me how to resolve this issue or I will literally cut the cable in my yard.

Responses

XfinityThomasA

Official Employee

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2.4K Messages

6 months ago

Thank you for contacting us here on Digital Care to help with an exposed wire.

user_ufehg0. You've reached the right place for help. If you see a downed Xfinity cable line, immediately call Xfinity customer service at 1-800-XFINITY (1-800-934-6489) to report the issue; do not touch the line and maintain a safe distance as it could be dangerous. Our team can help with all things Xfinity right here too.

During a visit, if our technician determines that a new underground cable line needs to be installed, they submit a request for an underground crew to replace the underground cable line. When an underground cable line needs to be installed or replaced you probably have a lot of questions. This article will provide more information on what you can expect. (https://www.xfinity.com/support/articles/underground-wiring)

Have an issue you’d like to let us know about? You can report it online using Xfinity Assistant. We offer many ways for you to manage your Xfinity products and service online, without ever having to speak with an agent. Type a message to let us know what your issue is (Hazardous or Dangerous Wire), click continue and select the option from the drop-down closest to issue. Review all your information to make sure it’s accurate. Click Submit when you’re ready.

Our team would be happy to help too. Please send a direct chat message with your full name and complete address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

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 "New message" (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

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user_ufehg0

2 Messages

@XfinityThomasA

When I call 1-800-XFINITY (1-800-934-6489) I can NOT get through to report. Your system offers to stay on the line, or to communicate through text. However BOTH options require me to verify my account and enter the last 4 of my billing account info. AGAIN, I do not have service or an account with Comcast so I can not continue.

6 months ago

0

XfinityThomasA

Official Employee

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2.4K Messages

Can you walk me through the prompts you're taking when calling in? Our team can help with any questions you may have, user_ufehg0. Please send a direct chat message with your full name and complete address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

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 "New message" (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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

6 months ago

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user_vjkpln

Visitor

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1 Message

1 month ago

There is an exposed CATV cover that in the sidewalk that is completely broken. This has been reported numerous times online, and the the City of Philadelphia who has shown they have also contacted twice. It is impossible to reach someone on the phone. If this is not rectified the square CATV box will be filled in for safety reason as Comcast is not taking action, and two children have already fallen into this. The virtual assistant is no help! As it is pulling up my NJ address, when the issue is in Philadelphia

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XfinityThomasB

Official Employee

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2K Messages

user_vjkpln

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct 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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 month ago

0

Customer Service

user_ufehg0

Report outside wire as a tripping hazard

XfinityThomasA

user_ufehg0

XfinityThomasA

user_vjkpln

XfinityThomasB

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