Down Cable Wires

user_xc32cj Hello and thank you for reaching out via our Xfinity Community Forums. I am sorry to hear that a fallen tree branch has caused damage to your cable line and interrupted your service, especially when you rely on it for working from home. I work from home too, so I understand the urgency.  Dealing with service issues after a storm is always frustrating, and I completely sympathize with the inconvenience and your feelings about the repeated issues you’ve experienced over the years.

 

We understand that a two-day wait feels too long when your connectivity is down. However, for your safety, we strongly urge you NOT to attempt to reattach or repair the wire yourself. The cable drop that runs from the pole to your house, while primarily for Internet and TV, can run alongside power lines and could pose a serious safety risk, particularly if the line is frayed or damaged. Our trained technicians have specialized equipment and procedures to handle these situations safely. I want to do everything I can to get this resolved faster for you. Please send us a Direct Message with your full name and service address so I can personally review the technician schedule to see if there is any way to expedite your appointment due to the service being completely out.

 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

We want you back online safely and quickly.