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rummagechum
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6 Messages

Wednesday, August 20th, 2025

Downed Line

Lines are still either on the ground (my neighbor's drive) or hanging very low directly in my driveway. So low that some delivery trucks can not access my house. When will the damaged lines from Hurricane Helene be fixed on [Edited: Personal Information].? The line is LIVE as it was spliced back together at the intersection to restore service after the storm but the downed/drooping line was never repaired.

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XfinityKassie

Official Employee

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2K Messages

9 days ago

 

rummagechum Good morning! I hope your day is going well so far. We appreciate you reaching out to our Xfinity Forums Team, to bring your line concerns to our attention. That was quite the storm. I'd be happy to assist you in getting a ticket issued to have the lines addressed. To begin, please send a Direct Message with your name and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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

 

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rummagechum

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@XfinityKassie​ I was successfully issued a ticket on another chat: [Edited: Personal Information]

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9 days ago

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rummagechum

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6 Messages

9 days ago

I do not have an account or service with Comcast/Xfinity but am trying to report a downed line that has been down for almost a year. I am sure people on my street DO have accounts but what does having an account matter if a line is on the ground and posing a risk to MY driveway, [Edited: Personal Information]

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XfinityKassie

Official Employee

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2K Messages

 

rummagechum That's okay if you don't have services with us. We can still send our local team to take a look, and make any necessary repairs. In order to issue a ticket to our local team, we would need the specific address we are sending them out to. If you aren't comfortable with that process, you could ask one of your neighbors if they have service with us. From there, we can issue it under their address. I hope this explanation in our process helps. I look forward to assisting you in resolving your concerns. 

 

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.
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9 days ago

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rummagechum

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@XfinityKassie​ I was successfully issued a ticket on another chat: {Edited: Personal Information} and the addresses affected are [Edited: Personal Information]

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9 days ago

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rummagechum

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9 days ago

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XfinityQue

Official Employee

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65 Messages

Thank you for providing @rummagechum. Your ticket provided is being worked by the local team. We focus on keeping our forums in the public eye and in events like these, we ask that you send us a direct message with your full name and full address as requested before. As stated from our department, if you aren't comfortable with that process, you could ask one of your neighbors if they have service with us. From there, we can issue it under their address. I hope this explanation in our process helps. We will follow up with you in 48 hours on the ticket status. Do you have any other questions or concerns that we can gladly help you with? 

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 a reply as the Accepted Answer.tick

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9 days ago

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XfinityQue

Official Employee

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65 Messages

@rummagechum - Hey I am still working with the team to get your line repaired. We will be back in touch when we have updates. You are not forgotten, and thank you so much for your patience! 😀

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 a reply as the Accepted Answer.tick

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5 days ago

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