Reporting a downed Xfinity line

The recent wind storm caused one of Comcast's lines to fall and block our driveway. I tried several times and several ways to contact them. I spoke to three different people. The first asked me to hold on while she reported it, ( maybe she understood the problem and was reporting it). I was disconnected from her and I could not get the next person to understand the problem. She said it sounded like I needed a skilled technician and they could make an appointment 4 days later. The third person said that I should go to a local office because he couldn't help. Really? Repeated calls trying to reach someone after many hours of the blocked driveway led to more frustration. I couldn't reach a representative and then the automated system wanted to send a text to a link to report a hazardous line. Ok. The link did not work. Lastly the message said there was an outage and an agent couldn't help...Goodbye.

We have been customers for almost 30 years. I am about over it. I am very seriously considering canceling. I am done!!! There should be someway to communicate when you have a serious issue. We tolerate the price increase because xfinity is more convenient but this frustration is anything but convenient. I don't know how else to try to get a message to them than trying this forum.

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XfinityJeffB

Official Employee

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250 Messages

21 days ago

Hello user_edtwm6, thank you for reaching out to us here in our Xfinity Community forum. I am happy to assist you from here in reporting the downed line. I will need to get some information from you via DM.

If you would, 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.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d6303…

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user_mn0cwm

Visitor

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3 Messages

URGENT LIFE SAFETY ISSUE. Please provide assistance. There is a downed wire affecting an entire shopping center located at 279 - 305 N. Barrington Road, Streamwood Illinois 60107. The entire shopping center is affected. If a tenant has an emergency and tries to exit the back door, the tenant will be prevented from exiting. This is an urgent life safety issue. Can a technical team quickly address the downed cable . I have experienced the same run around. I'm on hold for forever, and then I'm connected, only to speak with a live person who says the technical team will help me, and then I'm disconnected. This is horrible. Why can't I call about a center I manage without having to be solely tied to my home address?????

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19 days ago

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user_mn0cwm

Visitor

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3 Messages

It is a life safety issue because none of the commercial tenants can exit safely. The Fire Dept. is on its way there now. Please let us know if response time can be sooner. We will let the Village of Streamwood and the Fire Dept. know that the response is days away.

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19 days ago

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user_mn0cwm

Visitor

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3 Messages

Thank you. The Fire Dept. inspected and confirmed it is a cable line. They said that the cable company must repair and that it will be good to have it handled as soon as the cable company can address the issue, but it does not look like it will harm any of the tenants at this time. We will keep the 3/20 date. Please, can you reach back out to [Edited: "Email Address"] and this chat to make sure it is resolved? I do not have notices on this chat and this is an entire shopping center. Thank you. Or you can text to [Edited: "Phone Number"].

(edited)

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19 days ago

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XfinityGabriel

Official Employee

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3.1K Messages

4 days ago

user_edtwm6,

Thanks so much for your time! We’re glad we were able to help schedule the Special Request Order to address the low-hanging line, which was completed on 3/17/26.

We haven’t heard back from you, so we’ll go ahead and close this thread for now. If you need any further assistance, please feel free to start a new public post (without including account‑specific information), and we’ll be happy to help. Have a great day! 😊

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Customer Service

user_edtwm6

Reporting a downed Xfinity line

XfinityJeffB

user_mn0cwm

user_mn0cwm

user_mn0cwm

XfinityGabriel

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