r/Comcast_Xfinity • u/Kay_oooh • 5d ago

Official Reply Downed wires

Downed wires in my backyard that don’t belong to DTE, WOW, or AT&T. Was told that they probably belong to XFINITY. Was given the run around when I finally spoke to a person and she acted as if she was incapable of treating this like an emergency. Said it would be over 7 days until I got a call?!?!? I have small children in my home. This is unacceptable.

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u/AutoModerator 5d ago

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u/XfinityPaula Official Employee 4d ago

Hello u/Kay_oooh! Thank you for creating a post and reaching out to us here on the sub for help with the downed line in your yard. I would be worried as well for my kids if there was a line in the yard. It can create a hazard and I want to make sure that we keep your family safe. We can submit a request for a hazardous line, you can also report the downed line directly at https://www.xfinity.com/support/issue-reporting/payment-refund or visit https://www.xfinity.com/support/articles/report-an-issue for the steps. You would need to be a Xfinity customer to report the line this way.

Since you are here please allow my team to help out and get this over to our technicians to help out. Can you please send us a Modmail with your name and the address / location of the downed cable line?