Tree trimming or removal

In a recent ice storm 3 large branches fell and brought down (but did not disconnect) my WiFi cable. The tree itslef is close to and tagles up with the other powerlines. Would like some assistnace with how to proceed. Have already completed the online request.

Thanks!

Responses

CCAnna

Problem Solver

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874 Messages

4 years ago

Hi @Mcrowther, thank you for taking the time to reach out over Xfinity Forums. I am sorry to hear about your recent ice storm. I hope you and your family are safe. I would be happy to help with your request to have the branches removed and the line fixed. First, can you send me a private message with your full name and service address? To send a private message click my username "ComcastAnna" and select send message from the drop down. I look forward to hearing from you!

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Again

Expert

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31.4K Messages

4 years ago

@Mcrowther wrote:

In a recent ice storm 3 large branches fell and brought down (but did not disconnect) my WiFi cable. The tree itslef is close to and tagles up with the other powerlines. Would like some assistnace with how to proceed. Have already completed the online request.

Thanks!

@ComcastAnna As a general rule Comcast does not trim trees, either on or off a customer's property. A tree trimming service or the customer's city would do that.

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neimans_garage_eqpt

Visitor

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1 Message

4 years ago

Have a large tree that I need to cut down and comcast cable line is between the branches - who can I contact at Comcast to drop the line so that it doesn't interfere with service of other properties? This is run on a telephone pole in a rural area.

(edited)

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XfinityDena

Official Employee

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3.2K Messages

That is a great question! I am here to help! In order to get started can you send us a private message by clicking the "message" icon in the upper right page of our forum page with your name and service address?

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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4 years ago

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user_e1b57d

Visitor

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2 Messages

4 years ago

I really need someone from comcast to come out to my home address and trim the branches back from the communication lines..

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XfinityArmand

Official Employee

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2.1K Messages

Hi there @user_e1b57d! Thank you so much for taking the time to reach out to Xfinity here on our Community Forum. We are so glad to hear from you and ready to assist with this in any way that we can. Please feel free to send us a private message so that we can get a deeper look at this.

To send a "Peer to peer" ("Private") message you may need to:

Click "Sign In"

Click the "Peer to peer chat" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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

4 years ago

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user_e1b57d

Visitor

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2 Messages

I have spent 20 minutes trying to find a Peer to peer chat, Serious need to work on your website. it should not be this difficult to get assistance..

4 years ago

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CCEthan

Official Employee

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1.4K Messages

You must be signed in with your Xfinity credentials to see the chat icon near the bell notification icon in the top right. If you are not an Xfinity customer, click here. https://comca.st/33K74s5

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I no longer work for Comcast.

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

4 years ago

0

U

user_a25f13

Visitor

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1 Message

@XfinityEthan do you have screen shot about each steps? That will be super helpful.

I am unable to find the chat icon near the bell notification icon on the top right.

Near my bell notification icon, there is only a profile icon.

4 years ago

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CCEthan

Official Employee

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1.4K Messages

To make sure I understand, you are signed into the forums with your Xfinity credentials? The only step is to sign in and hit the chat icon. Try a different browser chrome(preferred), Firefox, Edge, etc. Let me know if it shows.

I no longer work for Comcast.

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

4 years ago

0

J

Josecorream

Visitor

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1 Message

4 years ago

I have a large tree covering three houses lines in a pole and needs to be remove how can I request assistance

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XfinityJamesC

Official Employee

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2.1K Messages

Greetings, @Josecorream! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your lines, but you have definitely come to the right place for assistance.

Can you please clarify what needed to be removed? Was it the tree, the lines, or the pole? We can definitely take care of the lines, but the tree and the pole would probably need to be addressed by the city. Different jurisdictions have different processes in place, but they can definitely tell you what the best course of action would be. Please let me know if there's any way I could be of assistance.

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

4 years ago

U

user_46a489

Visitor

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1 Message

4 years ago

I am not a Comcast customer - but a Comcast cable on the shared utility pole in the easement in my backyard is under a large branch and is being bent downward - this branch in the easement needs to be removed. Lansing, Michigan - who do I call?

1

0

Again

Expert

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31.4K Messages

@user_46a489 You call a tree removal service. Comcast does not do tree trimming.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

4 years ago

0

Customer Service

Mcrowther

Tree trimming or removal

CCAnna

Again

neimans_garage_eqpt

XfinityDena

user_e1b57d

XfinityArmand

user_e1b57d

CCEthan

user_a25f13

CCEthan

Josecorream

XfinityJamesC

user_46a489

Again

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