Visitor
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Unmarked excavation crew severed neighbor’s AT&T line (Property Damage Claim Escalation)
I am writing to formally initiate a property damage claim regarding an incident caused by an Xfinity installation/construction crew at my neighbor's property t
[Edited: "Personal Information”]in June 2026.
The Xfinity crew performed an excavation for which there was no standard 811 utility locate request. During this dig, the crew completely severed the buried AT&T line supplying my home. Because the line is tied to my physical address, AT&T's automated system has erroneously billed me $400 for the property damage. I need an Xfinity Corporate Escalations or Risk Management representative to contact me immediately to open a formal damage ticket. Xfinity/Comcast needs to provide a claim number and accept financial liability for this incident so I can pass it to AT&T Risk Management and resolve this bill.
My neighbor’s address where the work was performed is
[Edited: "Personal Information”], and the service disruption occurred during the initial weeks of June 2026, myself and ATT service person observed this on June 18, 2026.
Thank you,
[Edited: "Personal Information”]
XfinityFrank
Official Employee
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2.8K Messages
2 hours ago
Hello, @user_icam0x. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble with your AT&T line. We can help submit a request for this issue.
Please send a direct message to us including your full name, complete street address, and contact number and email.
Here's the detailed steps to direct message us:
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.
How to: Direct messaging within the forum
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