Visitor
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2 Messages
Requesting Outside Infrastructure Ticket - Down Exterior Drop Line Clear of Debris
Subject: Requesting Outside Infrastructure Ticket - Down Exterior Drop Line Clear of Debris
Message:
Hello,
Hello,
I am contacting support because a falling tree has completely torn down the exterior Comcast service cable leading to my house.
Please note the following critical details so this ticket can be routed directly to local line maintenance/dispatch:
- Safety Status: The down cable is located entirely on my property line.
- No Power Involvement: There are no electrical power wires involved or tangled with the line.
- Property Clear: All fallen tree debris has already been completely removed from the area.
- Infrastructure Intact: The metal service mast attached to my house is not damaged.
Because the drop wire is physically severed and down, standard automated modem troubleshooting will not work. I need an outside line technician dispatched to replace the physical drop line from the pole to the house. Please log this as an outside infrastructure/safety hazard ticket.
Thank you.
XfinityRichard
Official Employee
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3.4K Messages
2 hours ago
Thank you for providing those details, @user_ngamh1 . I can certainly help get that downed line reported and routed for the appropriate assistance. Since the cable has been physically severed and requires outside line maintenance, please send me a Direct Message with your full name and complete service address. Once I have that information, I'll be happy to review the account and make sure the issue is documented correctly so it can be directed to the appropriate team for further handling. We appreciate you providing the safety details regarding the downed line, and I'll do everything I can to help get this addressed as quickly as possible. 😊
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