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user_3qithv

Visitor

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2 Messages

Friday, May 9th, 2025

Closed

Reporting a damaged drop line

Line outside of my house is damaged and I need a new one. AI assistant is unhelpful and I cannot connect to a live person to report this over the phone. I also see in these forums that xfinity suggests a live chat icon in the top right of the page, yet I do not see such an icon. How do I have someone come out and replace my line?

Question

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Updated 

5 months ago

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EG

Expert

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113.8K Messages

5 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityAmandaB

Official Employee

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2.6K Messages

5 months ago

@user_3qithv, you can report any line issues without waiting around for us to help. If you go to our report and issue page once you are logged in, it should be the second option you can pick: I think the cable wires outside my home pose a safety risk.

 

(edited)

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user_3qithv

Visitor

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2 Messages

I appreciate your reply, and I did report it last week, but have yet to receive a follow up call or email. There were only 3 items I could select so yeah I chose the safety risk one. Luckily I took a screenshot of my ticket number, but can't find where I would check on the status of that. Was hoping to talk to a human about scheduling someone to come out soon because anytime the wire is barely touched the internet connection is disrupted. I'm afraid with the evening storms this week, we'll soon be without internet at all.

5 months ago

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XfinityChelseaB

Official Employee

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2K Messages

@user_3qithv, We got you! If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct 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

5 months ago

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XfinityJamesC

Official Employee

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2.5K Messages

5 months ago

Thank you for sending us a direct message, so we could look into this for you, @user_3qithv. I'm happy to hear your ticket was completed, and a technician was able to finally get the line repaired. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help.

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