3 Messages
Wire down, but I am not a customer
A tree fell and took down a wire running from my house to the utility pole on the street, and it's now laying on my yard. The wire has a Comcast tag on it. I currently get internet via AT&T; the Comcast hookup was used by the previous owners but is no longer in use. Now that it's broken, this wire needs to be removed. Because it's marked as Comcast's, AT&T won't remove it. Because I'm not an active Xfinity customer, I can't report the issue online or get through the phone system at all.
I managed to get a hold of a real person via chat support yesterday, who said they'd have a tech come out today, but they never showed. (They also said I'd get a text confirming that appointment, and I never got that text.) Today, I'm unable to get past the chat bot to get a real person, no matter how many times I ask for a human or an agent.
How on earth am I supposed to get this cable removed? This has been an immensely frustrating experience.
XfinityRay
Official Employee
•
4K Messages
39 minutes ago
Hi, @brooksw! Thanks for taking the time out of your day to get further assistance with the downed line. We can check on where things are at with this. If needed, we can set up a visit to have the re-hung or removed. Please send us a direct message with your full name and complete address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
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.
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