Live wire down

I want to make other customers aware of what I believe is a serious safety issue with Xfinity's response process.

This is not about my internet service being out. It is about what appears to be an exposed Xfinity wire that I believe poses a serious safety hazard to my family and anyone who may come into contact with it.

Since Friday, I have spent approximately 2½ hours on the phone trying to report this as a safety concern. I called Xfinity at approximately 3:20 p.m. CDT and repeatedly explained that this was a potentially dangerous situation—not a routine service issue. During my call, the representative told me that because of the time of day I was calling, my report was not considered a priority and that it would be 72 hours before someone could come out.

I find this response completely unacceptable. Safety hazards should not be prioritized based on the time of day they are reported. A company the size of Xfinity should have an emergency response process for reports involving potentially hazardous or exposed wires. Reports involving possible safety hazards should be immediately evaluated and, when appropriate, escalated instead of being handled like a standard service appointment.

My complaint is not about restoring my internet service. It is about Xfinity's apparent failure to recognize and respond appropriately to a reported safety hazard. I repeatedly explained that my concern was the safety of my family, yet the issue continued to be treated as a routine service request rather than a potentially dangerous situation.

Waiting 72 hours to inspect or secure a reported hazardous wire puts families, neighbors, children, pets, and anyone who may come into contact with it at unnecessary risk. I am extremely disappointed that the safety of my family and my community does not appear to have been taken seriously.

Because of the way this matter has been handled, I will be filing formal complaints with the Better Business Bureau and the Missouri Attorney General's Office. My hope is that Xfinity reviews and improves its emergency response procedures for reports involving exposed or potentially dangerous wires, provides additional training so customer service representatives can properly identify and escalate safety-related reports, and explains why a reported safety hazard was not treated as an emergency.

I sincerely hope Xfinity makes the necessary changes so that future reports involving potential safety hazards receive the immediate attention they deserve before someone is seriously injured!!