report safety issue

How do make an actual report of a damaged Xfinity line: not assistant, not "chat", not "multiple choice" options that do not explain the issue? There is a tree limb that has fallen on an Xfinity cable line near our home. We know it is Xfinity since DTE came to check and determined that's what it was (and they actually let us leave a voicemail and returned our call in 2 hours!!!!). We do not have an interruption in service, but would very much like to report this so a crew can address it before it becomes a larger safety issue.

How do I reach someone who can take a report?

Responses

Again

Expert

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31.4K Messages

3 years ago

@QFE

If the tree limb is still on the line you'll need to call a tree removal service because that's not something Comcast does. If the tree limb is not on the line at this point and the line just needs to be raised, that's something we can help with.

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XfinityAngie

Official Employee

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1.8K Messages

3 years ago

@QFE, I would be happy to help you with this issue. Please send me a DM with your name and address by doing the following:

Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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U

user_a6dd87

Visitor

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2 Messages

3 years ago

Customer service is a non-existent ! No one I spoke to cared about endangering human lives. I have been lied to over and over!!! When someone gets hurt and possibly killed what will they have to say ???? CONCERN FOR SAFETY IS A JOKE!!

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CCJess

Problem Solver

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323 Messages

@user_a6dd87 I am sorry to hear you have had a less than great experience with customer care. Safety is our top priority and this isn't what we want to hear from our valued customers. Please send us a DM as described above and we would be happy to look into your concern.

I no longer work for Comcast.

3 years ago

0

Arbus

Regular Visitor

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2 Messages

2 years ago

I'm having the same issues and getting the electronic runaround. For one telling me that I must contact the primary account holder. I AM the primary account holder! I'm about to contact the Caddo Parish Commission and public service commissioner.

1

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XfinityVianney

Official Employee

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2.1K Messages

@Arbus If you see a damaged line, I can certainly help you as well. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

U

user_2a511b

Visitor

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1 Message

2 years ago

I am having this same safety issue but can't get anyone either through the app or through the 1 800 number. We have a downed line in our backyard.

1

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CCTravis

Problem Solver

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546 Messages

Hello, @user_2a511b. I am sorry to read of your experience getting through on the phone lines. We are experiencing higher than usual volume on all of our support platforms. Thank You for taking the time to reach out to Xfinity Support, here on the Community Forum. I will be happy to assist with the downed line. To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

• 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

I no longer work for Comcast.

2 years ago

0

Customer Service

QFE

report safety issue

Again

XfinityAngie

user_a6dd87

CCJess

Arbus

XfinityVianney

user_2a511b

CCTravis

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