Visitor
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1 Message
Frustration
I had a low hanging line after a recent storm .Five days ago the line was ripped from my house by a passing vehicle and suddenly no cable no internet. I opened a ticket which was closed I never saw anyone from Xfinity also still 5 days later no cable or internet .Can't reach anyone I just keep getting that they are working on it .How long am I supposed to wait for service that I pay for .
XfinityAldrik
Official Employee
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2.4K Messages
5 hours ago
I’m really sorry to hear about what you’ve been dealing with, especially after the recent storm. I hope you and your loved ones are safe @user_lrelq0. That kind of damage can be incredibly stressful, and going five days without service only adds to the frustration.
A low hanging line being pulled down by a passing vehicle can create a complex repair situation, especially if the damage affects the drop line or requires coordination with our construction teams. Often times, the ticket is closed when a special request order has been sent to our local team. With the recent storm, our local team may be backed up and working down a list of special request orders and resolving the oldest requests first.
I want to make sure there is still an open request for this concern. Please send us a direct message with your full name, full address, phone number, and email address. Our team can review the closed ticket and assist with escalating the concern if there is not already a special request order. To send a direct message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil 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
- An "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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