Visitor
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1 Message
Cable pulled off of mast, ground wire broken off
The cable from the utility pole to the mast on our house is no longer attached to the mast and the ground wire has broken free. The cable is still attached, but is now dangling from electrical cables and swinging with the wind. There doesn't appear to be a ground wire other than the visibly broken one coming out of the now free swinging coax grounding block at the junction.
I found this when I was troubleshooting intermittent loss of connection and I think the connection or the missing ground may be causing the issue.
Is this xfinity's responsibility, or do I need to fix the ground and retain the cable myself?
EG
Expert
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110.1K Messages
4 years ago
It's Comcast's responsibility to maintain / repair / replace a coax cable drop from the pole.
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MNtundraRET
Gold Problem Solver
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5.9K Messages
4 years ago
Post moved to Customer Service forum for help on this problem.
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user_Kaitlan
Contributor
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317 Messages
4 years ago
Hello, @1MoreUser! You have reached the right place to get a technician scheduled to come out and get this fixed for you. Please send me a Direct Message with the full name of the Account Owner and yourself, if different, as well as the full address on file to get started!
To send a Message:
1. Click on the Chat Bubble icon in the upper right corner.
2. Search for "Xfinity Support" and select "Xfinity Support" from the drop down list.
3. Type your message in the text area.
4. Press Enter to send!
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