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user_04dufk
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Tuesday, July 21st, 2026 1:11 AM

Confirmed pole/plant fault still down, and a phantom appointment dated 12/31/2035 I can't cancel

Hi!

I'm hoping the Digital Care Team can help with something the app and the Xfinity Assistant haven't been able to resolve.

I've had an internet outage at my home since Wednesday July 15th. A technician already came out and confirmed the problem is with the equipment on the utility pole across the street, so this is a plant/line issue, not anything inside my home.

Since then, two things are stuck:

  1. There doesn't appear to be an active maintenance ticket to get a line crew out to actually repair the pole equipment. I need that opened and worked so my service is restored.
  2. My account is showing a technician appointment dated 12/31/2035, nearly ten years out. It's clearly a placeholder, and neither the app nor the Xfinity Assistant will let me reschedule or cancel it. An in-home reschedule wouldn't fix a pole fault anyway; I just need this erroneous appointment cleared off my account.

Could you please:

  • Pull up the prior technician's notes confirming the pole/plant fault
  • Open or verify a maintenance ticket for the pole equipment and get a line crew dispatched
  • Remove the incorrect 12/31/2035 appointment from my account.

I'd also appreciate a credit for the outage period once service is restored.

I'm happy to provide my full name, service address, and account details by DM whenever you're ready, just let me know.

Thanks very much for the help.

[Edited: Privacy]

Question

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12 days ago

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XfinityCliff

Official Employee

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473 Messages

12 days ago

Hi there, @user_04dufk, and thanks for reaching out on our Xfinity Community forums! 

I can certainly understand your concern, especially with the service interruption lasting several days.

Based on your description, it sounds like our technicians confirmed an issue with equipment outside the home. You're also likely correct that the 12/31/2035 appointment is a placeholder for follow-up work and may not represent an actual technician visit. In many cases, these appointments remain on the account while plant or line work is being coordinated.

It's also important to note that maintenance or line repair tickets don't necessarily appear in the Xfinity app, so not seeing one there doesn't always mean the work hasn't been scheduled.

It is possible there is permitting involved, which might explain the delay, or that there are up line issues that need to be addressed before we can complete the pole work as well. 

If you'd like us to take a closer look, please send us a Direct Message* with your full name and service address, and we can review the technician notes, verify the status of any follow-up work, and provide any additional details available for your account.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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