Visitor
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3 Messages
Safety Risk and Lack of Service
On the evening of Saturday, October 25, 2025, at approximately 10:45 p.m., the Comcast wire leading from a nearby telephone pole snapped. One end of the wire is now lying on the ground across my neighbor’s driveway, creating a serious tripping hazard, while the other end is dangling from my rooftop.
As a result, I have been without internet service for the past 48 hours.
On the morning of October 26, 2025, I contacted Comcast customer service to report the issue and schedule repairs. I was informed that the earliest available service appointment would be on November 1, 2025—nearly a week later. This delay is unacceptable, given that the situation poses both a safety hazard and a loss of essential internet access.
Although a service ticket was created, no work has been performed to date. I have made multiple follow-up calls and have been given conflicting information, including being told that a technician would arrive later the same day (Sunday, October 26). However, no technician ever arrived, and the problem persists.
The exposed and dangling wire continues to pose a public safety concern. Moreover, because of the damaged line and disconnected appearance of the property, it creates the impression that the home is vacant, which increases the potential risk of theft or vandalism.
If I am to wait until November 1 for service as Comcast has proposed, this will also mean that children trick-or-treating on October 31 will have to navigate a live tripping hazard in the dark—further demonstrating Comcast’s lack of urgency and concern for community safety.
Additionally, during one of my calls to customer service, a representative attempted to sell me additional services rather than address the outage or offer a rebate for the loss of service. This behavior seems indicative of a broader pattern of poor customer care and inadequate response by Comcast to legitimate safety and service issues.
I respectfully request that Comcast:
Immediately repair the damaged line to eliminate the safety hazard.
Restore my internet service without further delay.
Issue a rebate or credit for the period I have been without service.
Thank you for your prompt attention to this matter.
XfinityJeff
Official Employee
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317 Messages
7 hours ago
Good morning @user_njdcws, and thank you for posting your issue to the Xfinity forums, I hope this message finds you well. As someone that uses the internet for work, and also has a child at home, I can understand your frustration with this issue, but you have come to the right place to have this addressed. When it comes to issues with downed lines, if the service is impacted then the first step for us to take is to schedule a tech to come restore service, so we can take a look at the account and see what we can do. Could you please send our team a direct message with your full name and full address?
To send a direct message:
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• Click the "New message" (pencil and paper) icon
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• Press Enter to send it
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