New Poster
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5 Messages
Vines on xfinity cable coming down pole before being buried are causing problem.
My internet cuts out a few times a day for a few minutes. I've narrowed down the problem to the fact that the cable line runs down a pole before being buried and then running across our yard and into our home. The telephone pole (which holds overhead electric wires, etc) is overgrown with thick vines and the xfinity cable and junction points are now embedded into the vines, forcing the wire to bend at some extreme angles. How can this situation be rectified? I don't mind if a technician comes out and does all the modem tests I've done and check the cables and junctions in my home, but all is well on that score, I know. Can the line running from the top of the pole into the ground be replaced, or at least freed up so it's not causing a problem? The buried cable is almost certainly still good. Thanks
EG
Expert
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111K Messages
1 year ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAlfonso
Official Employee
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1.7K Messages
1 year ago
Hello @MickyMc thanks so much for taking the time to reach us regarding this vine issue on the telephone pole and subsequently our lines. Have you by chance reached out to your local utility company as well and requested the same? We may be able to cut down some foliage, but anything on a pole that doesn't belong to us, we cannot do.
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, then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.
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