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OctaviaScratch
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Wednesday, June 10th, 2026 7:49 PM

Service Lines feeding Xfinity service box cut

I have just transferred existing service to a new address. Service at the new address is active, but my modem can't establish a connection. When checking around outside the house, I noticed that most coaxial cables have been cut before moving in, the Xfinity service box was open, and the line from the pole to the box is severed. I want to be sure that when a technician arrives, they will be fully prepared to restore service.

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XfinityMarcus

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1 hour ago

OctaviaScratch thank you for using the Xfinity Community Forums page to reach out and inform us of the service lines being cut. Let's see what we can do to address this issue together. 

 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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