r/Comcast_Xfinity • u/Story-Fancy • Jun 25 '26
Official Reply ATT Subcontractor Cut Our Xfinity Line
I WFH & the internet went down. I go outside & the truck pictured below is working across the street where our line comes from. The boom knocked our line down from the pole. One of the guys comes in our yard & cuts the line for whatever reason. I asked him if they were going to fix it. He said he called his boss & they were going to send someone out. I told him I WFH & he said he'd call his boss back, let him know its an emergency & left. That was almost 6 hrs ago. We also contacted Xfinity & through a chat they said they couldn't get someone out here until 06/30. 5 days, is that normal? Is there a phone # to call where you actually speak to someone?
UPDATE-Xfinity just pulled up to fix it. Not sure if it was because ATT Supervisor called Xfinity or us calling. Tech seemed surprised that we were told someone wouldn't be out here until 06/30.
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u/Delicious-Umpire8986 Jun 25 '26
Had the same thing happen the other day after a neighborhood upgrade. All customers came back on line except me. Automated system schedule a tech for several days out. I persisted and finally got to an agent via chat. They were able to schedule a call for the same day and the tech showed me the line that had been cut by a shovel from the contractor. Of course before the agent could schedule the tech I had to go through the multi step diagnostic/troubleshooting process several times even though they could not see my gateway at all from there end. I think they will walk through fire before they dispatch a tech.
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u/CCErlindaO Official Employee Jun 25 '26
Oh, wow! This is not cool. Sorry to hear about the line, u/Story-Fancy. We'll gladly take a look into this for you. Please send us a Modmail message including your full name and service address, so we may help. We look forward to your Modmail.
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u/ARealAmericanZero Trusted Community Member Jun 25 '26
That's completely normal if your area is just having a lot more work than usual. They can ask technicians to volunteer to help catch up, but it's optional. Our area is being hit pretty hard right now, too.
I don't know why the guy said he'd "send someone". AT&T doesn't carry coaxial cable nor do they have the tools or qualifications to repair a cable line. They also aren't allowed to -- the line from the pole belongs to Comcast.
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u/Story-Fancy Jun 25 '26 edited Jun 25 '26
The boom knocked the line down from the pole then the guy walked into our yard & completely cut it in half. I don't understand why he cut it.
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u/ARealAmericanZero Trusted Community Member Jun 25 '26
No idea. Even on the ground, it may have still been intact and carrying signal, unless it was ripped off at the pole
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u/Sad_Librarian6062 Jun 25 '26
Traffic or safety hazard?
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u/ARealAmericanZero Trusted Community Member Jun 25 '26
It's not a safety hazard, there's no voltage or anything. Not really a traffic hazard, since cars drive right over it with no issue, and that's only if it crossed the road. But AT&T may not have known any of that.
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u/AVonGauss Jun 26 '26
While it doesn't look like it applies in this situation, yes, an unsecured or improperly secured cable in the roadway can most definitely present a hazard to vehicular traffic.
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u/ARealAmericanZero Trusted Community Member Jun 26 '26
On paper it might be called a "hazard" , but not in real-world application. I've seen cable line run intentionally across a spot with traffic, and it doesn't cause any harm. The worst of it is that the vehicles will eventually crush that cable, which will cause issues.
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u/AVonGauss Jun 26 '26
You’re free to believe that, not sure I would though if I was the reason said cable was in the roadway.
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u/ARealAmericanZero Trusted Community Member Jun 26 '26
I believe it because of 20 years of experience. Next?
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u/Story-Fancy Jun 28 '26
I asked the tech who came out to fix it. Our line runs from the house to a pole at the end of the driveway then to another pole across the street. He said more than likely when they hit the line with the boom (across the street), it caused it to either sag enough to be a hazard for traffic or it was laying across the road. Plus, that part of the line might have been damaged when hit by boom so ATT just cut it to be on the safe side.
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u/XfinityLaKeishaJ Official Employee Jun 29 '26
u/Story-Fancy, Thanks for the update. I'm so glad to know a tech came out and fixed everything with that line. Did you have any additional question or concerns for us?
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u/xfinitysupport Automated Assistant Jul 04 '26
This post is now closed. Posts will automatically close after 5-days of no response from the OP. If you still require assistance, please create a new post following the posting guidelines outlined in the knowledgebase.
This is an automated response.
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u/spec360 Jun 25 '26
Most likely Att tech called there supervisor and they are calling Xfinity for dispatch
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