Emergency service

@user_k5o2fq I am so sorry to hear about the fire, I hope everyone is ok. You have reached the right team that can take a look at scheduling someone to come out to check on the line. When it comes to issues with the line, if the line outside the home is damaged then we would schedule a team to come fix them, but if the services in the home are affected then that would require a in home technician to come out to restore service first before addressing the outside line. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. 
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it