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user_gzb1zp
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Wednesday, April 15th, 2026 2:29 PM

Transfer Wires to new pole

A drunk driver drove through my yard 4 months ago and hit the telephone pole.  The town installed a new pole.  All wires have been transferred from the old pole to the new pole  - except Verizon & Xfinity/Comcast.  The town cannot remove the old pole until this transfer occurs.  This was 4 months ago.  The old pole is currently propped up on a 2X4.  Unsightly.  In addition, the landscaper is coming to replace/replant new bushes that were destroyed during the accident.  They have to plant the new bushes/grass now - or I have to wait until the fall.  This can't happen until the old pole is taken down.  

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XfinitySara

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4 hours ago

Understood, @user_gzb1zp. Thank you for creating a post to get started! Our Digital Care Team would love to help in any way we can. Hopefully, no one was seriously injured in the accident. Have you tried to submit this request via the Xfinity Assistant yet, by chance? Customers and non-customers alike can typically open tickets for outside work through the automated system, saving some time. However, our team will gladly take a closer look at things if you still need our help :)

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user_gzb1zp

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Oh yes!  I did try and use Xfinity Assistant.  And got no where.  You should read the chat thread.  Hysterical.  No help at all.  I have spent ALL morning waiting on hold.  One woman, Sophie, set up an "appointment" that she told me I would be responsible for paying for.  NOT!  I simply want you to transfer ALL of the Xfinity wires from the old pole top the new pole, so that my town can remove the old pole from my yard and I can get my landscaping down.  This incident happened 4 months ago.  How long does it take for your crew to come out to the scene of an accident once it has been notified of the pole update?  The town said you were notified within 24 hours.  

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2 hours ago

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XfinitySara

Official Employee

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2.5K Messages

Sorry to hear that, @user_gzb1zp. Thanks for letting me know! We can certainly take a closer look and help move things along for you. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page.
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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.
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2 hours ago

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user_gzb1zp

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3 Messages

I just sent a direct message

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1 hour ago

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XfinitySara

Official Employee

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2.5K Messages

We got it, @user_gzb1zp. Thank you! I'll reply to you directly in just a moment.

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

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1 hour ago

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