Skip to main content
user_zrksyw
1st Topic
1st Reply

Visitor

 • 

2 Messages

08/29/2026 2:04 PM

Internet line outside

Every year our outside line gets burned up and we have to call to have them come fix it. Today, the line was hot and when I looked into the box it was melting. I called Xfinity and Jane the customer service representative said because our Internet was working currently (even though this morning it has not been working that it wasn’t an emergency and we would have to wait 4 days for the next available appointment. I was then hung up on twice and tried calling them three additional times to verify that the electrician I brought in is saying it is on their end. She then hung up on me again and canceled my appointment. I am still waiting for someone to come help with this. Just waiting for my Internet to go back out again any sec. I wanted to write a review so it was documented that I did try to get someone out for this as I keep getting hung up on. 

Question

 • 

Updated 

24 days ago

38

2

0

Oldest First
Selected Oldest First
EG

Expert

 • 

121.4K Messages

25 days ago

I would also get a local low voltage electrician or your power company out even faster. Many times, this turns out to be a problem with the house's electrical system neutral leg being open. It is a potential fire and / or an electrocution hazard.

0

0

user_zrksyw

Visitor

 • 

2 Messages

25 days ago

I have had consumers Energy here and they fixed there wires. I have had an electrician here and they fixed the ground wire. I need Xfinity to fix theirs. 

1

0

XfinityMarshante

Official Employee

 • 

1.5K Messages

Hello @user_zrksyw, thank you for taking the time to leave a post. Sorry to hear about the experience you've been having. I can certainly understand how concerning and frustrating this must be. We appreciate you taking the time to document what has happened, including the repeated attempts to contact support and the canceled appointment. That is certainly not the experience we want anyone to have. We'd be happy to look further into your concern. For your privacy and the security of your account, 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, we'd be more than happy to look into this 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.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

24 days ago

0

forum icon

New to the Community?

Start Here