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avanha
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5 Messages

Tuesday, December 12th, 2023

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Report property damage

Comcast is upgrading the wiring in our commercial plaza. They cut and removed portions of the CAT6 wire that connects the Lumen OLT in the building's Telco room to our unit. Lumen sent out a technician who confirmed operation at the DMARC and observed the cut CAT6 cable on the building exterior.  I called the Comcast Project Manager at the number provided by the landlord and left a message, but have not received a call back.   How can I report the damage and get some help?  We've been without connectivity since Friday afternoon.

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2 years ago

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XfinityRoberto

Official Employee

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1.9K Messages

2 years ago

Good morning and welcome to Comcast @avanha. I am sorry to hear that your business has been affected by the cut wires. You are in the right place and we would like to take a look at this for you. Please send us a direct message with your full name, business name, full address, and phone number. By clicking the "direct messaging" icon in the upper right page of our forum page. Once you click on that, input our shared handle (Comcast Business) to send us a private message.• Click "Sign In" if necessary

  • Click the "Direct Message" icon in the top right corner
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there
  • - As you are typing a drop-down list appears. Select "Comcast Business" from that list
  • - An "Comcast Business" 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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avanha

5 Messages

Thanks. I tried to send a direct message to "Comcast Business", but I don't see that as an option in the "To" drop down.  I see "BusinessAccount" and a bunch of other entries. Further down the list, I see "Comcast_C..." and other entries.  They look like regular usernames.

I clicked the "Message" icon in the upper right, then "New Message".

2 years ago

0

XfinityRoberto

Official Employee

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1.9K Messages

2 years ago

You are actually on our Residential forums page. You would need to go to https://forums.businesshelp.comcast.com/ and create a post for assistance with our Business support. 

6

avanha

5 Messages

I can't post on the business forums, because I'm not a Comcast Business customer.  I have an Xfinity account for home, but this issue is about Comcast removing cables that provide services from other providers at my business location.

2 years ago

0

XfinityEricB

Official Employee

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2.5K Messages

Hello @avanha. If the cables aren't ours we wouldn't be able to remove them. Most cables though can be used by any provider, and only a contractor would have to be hired to remove them. We only remove main cable lines from our service pole or pedestal to the location, and all other cables aren't really ours to allow us to remove. Building/home cabling is owned by the resident of that structure, and not something we would remove. Hope this information helps. 

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

2 years ago

0

avanha

5 Messages

Exactly, providers shouldn't be removing each other's cables, but it was snowy out there and as the Comcast workers or contractors are replacing the building's coax wiring they made a mistake and also removed a different provider's cable.

The CAT6 cable between the DMARC in the Telco room and our suite was installed by our contractor 4 years ago. It's not there for anyone to use. It's not even a coax cable, which is what Comcast is replacing in the building.

Is there a number or a direct contact you can give me so I can explain the problem clearly?  I tried contacting the Comcast Project Manager in charge of the cable work (Brandon with Comcast in Park City, UT), but he not responding.

2 years ago

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XfinityWilliam

Official Employee

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1.4K Messages

Thanks for letting us know. What did the Technician from the other company advise you should do? Did they confirm they can not fix that issue?

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

2 years ago

0

avanha

5 Messages

They advised me to contact Comcast and ask to either have Comcast replace the CAT6 they removed, or file a claim and have my own contractor replace it. 

2 years ago

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