Skip to main content
user_v9z5c7
1st Topic

5 Messages

Wednesday, July 29th, 2026 12:19 AM

Damaged drop line and can't schedule tech appointment

Tree limb fell on the Xfinity cable running from the utility pole to the house and severed it. It is currently laying in the yard creating a safety hazard and the Xfinity Assistant won't let me create a tech appointment to have this fixed. How can I get a damaged drop line repair ticket created or have a technician scheduled?

Question

 • 

Updated 

8 hours ago

12

1

0

Oldest First
Selected Oldest First
XfinityEva

Official Employee

 • 

2.6K Messages

9 hours ago

Hi @user_ usually you can report a downed line through our "report and issue" link. However, if this is affecting your service that would be a different type of ticket/appointment. Is your service impacted by this? 

3

0

user_v9z5c7

5 Messages

Yes, my service is affected by the downed cable.

Like

Reply

9 hours ago

0

XfinityEva

Official Employee

 • 

2.6K Messages

Thank you, and I'm so sorry to hear that happened, and we hope no one was hurt. A downed or severed cable can definitely create a safety concern, especially if it's affecting your service. We'd be happy to help get this reported and visit scheduled. Please send us a direct message with your full name and service address. 

 

How to Send Us a Direct Message:


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.

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

How to direct message within the forum

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

9 hours ago

user_v9z5c7

5 Messages

Thank you, I will send direct message.

Like

Reply

8 hours ago

0

forum icon

New to the Community?

Start Here