Report damage to equipment outdoors

@XfinityEmilyB​ I don't see the chat icon.

@XfinityEmilyB I called Xfinity support and after back and forth, being transferred multiple times as first-tier support wasn't able to comprehend how to enter a ticket in the system for it, I got to talk to a manager that entered one. But even in this regard, since I was not a customer who was impacted by it, I guess this was never a priority. Some weeks later, I did get a notification stating that there was a crew that was going out to look at it. and when I did walk by the same place a week later or so I discovered that the problem still existed. What was done? I have no idea, bottom line is 1) there isn't a first-tier support option to report this when you call, support isn't trained to handle it. They try their best to stick to their scripts, but mostly fumble as they can't reboot the modem (Hint: AI and India can't solve all your problems), 2) even when connected with someone, they don't seem to find the right options to enter it into the system, and since my service is not impacted, the issue a low priority one. On top of that, while working with this one manager, I had another 3-4 incoming phone calls from Xfinity customer service while on the line ... For anyone else trying, your wasting your time. Reporting damaged equipment may require it's own separate bypass in the system to connect them to a local crew ... Just my 2¢

Good afternoon user_klyvy9. I will be more than happy to look into this further, and to follow up on this. I will need some additional information. 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.