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user_61ufjc
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Visitor

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2 Messages

09/09/2026 9:33 PM

Line Down

I have a line down from a storm two days agon that has pulled the siding off of my house.  I am not able to get a technician out until Saturday and this is not acceptable.  I am not able to reach a real human and I am getting extremely frustrated with this.  I want this fixed before it ruins any more of my home and do not want to wait until Saturday.

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Updated 

6 days ago

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XfinitySeth

Official Employee

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1.6K Messages

13 days ago

Hey there user_61ufjc, and thanks for stopping by our community for help! Whenever there are down lines that could potentially pose a hazard in any area, we always want to be made aware of the issue so we can have the line repaired or replaced as soon as possible 👍 While I can't guarantee that we would be able to get our local teams in the area out sooner to you than Saturday, we are happy to take a look! 

To get started, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”.

 

How to Send Us a Direct Message:

  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.

 

You can see how to send us a direct message here,

How to: Direct messaging within the forum | Xfinity Community Forum

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user_61ufjc

Visitor

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2 Messages

I waited for many days, my solution was to cancel my service after 5 years.  Nothing but problems for the last 6 weeks.

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6 days ago

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XfinityChristy

Official Employee

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3.1K Messages

 

user_61ufjc  Hi there. I'm truly sorry to hear this. After being a customer for 5 years, I hate that you felt closing your service was the only way to get help, especially with a storm-damaged line affecting your home. If you're open to it, I'd really like the chance to review what happened and see if there's anything I can do to help. Please send me a Direct Message with your full name and service address, and I'll take a closer look for you.

 

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 messaging within the forum | Xfinity Community Forum

 

I hope we have an opportunity to assist.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

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