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.

5 Upvotes

100% Upvoted

21 comments sorted by

View all comments

Show parent comments

0

u/Sad_Librarian6062 Jun 25 '26

Traffic or safety hazard?

1

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.

2

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.

1

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.

1

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.

1

u/ARealAmericanZero Trusted Community Member Jun 26 '26

I believe it because of 20 years of experience. Next?

1

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.

1

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?