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user_hds7qy
1st Topic

Visitor

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2 Messages

Tuesday, June 3rd, 2025 11:03 PM

Utility Pole needing maintenance

Hi, I've been having frequent internet droppage issues, and one of the technicians who visited said it looks like it may be coming from the pole that our house line is connected too. 

He mentioned that the pole looks like it hasn't seen maintenance in about 20 years, most of the connections in it are extremely out of date. 

Every technician who viewed this utility pole were extremely surprised at the status of it, and that it hasn't had someone from xfinity to provide some maintenance on it. 

I'm looking for help on how to flag that this pole needs maintenance. 

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Updated 

2 days ago

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XfinityRaf

Official Employee

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965 Messages

2 days ago

Good afternoon @user_hds7qy, and thanks for reporting the issues with the utility pole in your area. XFINITY does not own the utility poles, we only use them to provide service to customers. If the issue is with our wiring or equipment, we can work to get a tech to look at it. If the pole itself needs maintenance, you may need to contact your local power company. Are you still having issues with your internet connection dropping? 

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user_hds7qy

Visitor

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2 Messages

Sorry I should have clarified. The wiring and equipment on the pole need maintenance. 

I still have issues with the internet connection dropping. It occurs anywhere 2+ times a day, with one day we recorded 8 times. 

This is after having about 8 technicians out to look at our place, with a new line buried between our house and the pole. 

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2 days ago

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XfinityAlfonso

Official Employee

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1.7K Messages

Thank you for cvlarifying. We can certainly take a look at the most recent visits to see if this has been flagged already for additional maintenance. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

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2 days ago

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