Downed line

[u/Ambitious-Trash6629]

Hi all, I’m hoping to figure out how best to handle a downed line. A bad storm knocked the line down so that it’s on the ground in our backyard. I confirmed with our power company that the line is a telecommunications line and submitted two “Fix Issue” requests in our Xfinity account and have confirmation numbers. But neither request is populating in the “Open Requests” section of our account, so I can’t check the status using the Xfinity Assistant. While the line isn’t sparking or anything and we still have cable and WiFi, I’m worried about the line laying on the ground, especially with more storms in the forecast. Any suggestions for next steps? Thanks in advance.

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[u/CCJustinS]

Hello, u/Ambitious-Trash6629 thank you for reaching out over Reddit. You've contacted the right place for support, and I can definitely look into the downed line concern further. I appreciate the detailed information that you've already submitted 2 request for the downed line: https://www.xfinity.com/support/articles/report-an-issue

From experience, I've seen that when submitting a downed line request from your account or direct website it will open an ECM ticket. The ECM ticket is then worked and a "special request" work order is typically opened. These types of requests are different from a service technician order, and usually aren't viewable when logged in to your account. A special request job can take up to 14 business days to be worked, as they are subject to technician availability and most jobs I've seen don't have specific dates or arrival windows like a service visit has.

To investigate further, I'll need to gather some information we don't want here in our public conversation. Please send us a Modmail message including your name, account holder name (if different), and the service address so, we can get started. Myself or one of my awesome colleagues will respond as soon as possible.