5 Messages
Frayed outside cable
Hello,
I am writing this because I have noticed I have a frayed cable outside and I do not know what caused it. However, upon first moving into this address, a technician had came out and installed some wiring (not sure if this is for the cable or Wi-Fi) and I did notice a lot of the wire hung low, notably the one I can see right outside one of my windows (which is also the one I noticed was frayed) so I don't know if an animal got to it or what. However, I know this poses a safety issue with the exposed wiring and was wondering if there is a quicker way to get someone out here to resolve the issue ASAP? I had put in a ticket and received an automatic message to wait for an email, however I do not know how long that will take and the exposed wires pose a serious risk as they are close to a bush.
Thank you.
XfinityAmandaB
Official Employee
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2.2K Messages
1 day ago
@user_kpd8aw Thank you so much for stopping to help with this hazardous line. If you used our report and issue link, you will get an email letting you know the status of your request. It can take up to 48 hours, depending on when your request was submitted. That would be a similar process for me. How long ago did you submit your request?
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EG
Expert
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110.5K Messages
15 hours ago
@user_kpd8aw
FWIW, if it is a cable line / drop to your premises and not an AC power line that you are reporting, I wouldn't be concerned about it being a safety issue, as cable lines only carry a tiny amount of voltage. Not even enough to cause a spark or a shock. Although this still should be repaired for other connection quality reasons.
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EG
Expert
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110.5K Messages
15 hours ago
@XfinityOrlandoM @user_kpd8aw
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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