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khorneboy
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10/22/2026 7:30 PM

Could this cause my cable outage?

Saw neighbor on ladder at utility pole. Came back saw orange cable connected, hanging and leading to their home. I now have no internet cable services. I have pics of cable connection at box on pole and orange cable flowing down and towards a house but cannot find a way to attach to this post. CS wants me to wait a week for a tech to check my home, problem is not in the home.

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XfinityAldrik

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4 hours ago

Good evening @khorneboy! The timing would definitely raise questions, especially if your services stopped working after you noticed work being done at the utility pole.

 

You mentioned a different customer service team advised waiting a week for a technician. Just to confirm, did they attempt to remotely troubleshoot services and then advise a tech would be needed to resolve the concern?

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khorneboy

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yes, did trouble shooting steps. Simply no signal to cable box, unplug waited 30 seconds, plugged back to power and no signal. I have pics of the box on the utility pole  and zoomed in to see exactly where the  Orange cable is screwed in/ attached and then runs across the lawn to the home. I really need this fixed, I wear portable defibrillator after my heart surgery in late March. It has 2 purposes. 1 is to shock me if my heart stops (I am evidently at a very high risk for sudden heart stoppage), the second purpose is the vest records my heart rythms and sends those readings every night via wifi to the data center/ docs when I recharge and switch out the battery. One night of missed data maybe not such a big deal, but several is different. Please help me fix this.

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2 hours ago

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XfinityAldrik

Official Employee

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2.8K Messages

Since the portable defibrillator relies on WiFi to transmit your nightly readings, I completely understand why restoring the connection is especially urgent @khorneboy. Please send us a direct message with your full name and complete service 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:
 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.


You can see how to send us a direct message here.

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2 hours ago

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