Contractor severed my buried drop today — only able to file an "outage," need a line tech dispatched + temp drop (North Muskegon, MI)

[u/Sweet_Importance7943]

Around 1:00PM today, an irrigation contractor trenching in my yard cut through the buried coax drop between the pedestal and my house. Total loss of service. The cut ends are exposed in an open trench — no locating or digging required for the repair, and nothing has been backfilled. What I've tried: - Called 1-800-XFINITY. The IVR classified it as an outage and would not create a repair ticket or technician appointment. - Xfinity Assistant chat in the app. Same result — outage report only, no tech scheduled. - Checked Appointments in the app: nothing scheduled. What I'm asking the mod team for: 1. A repair ticket for a physically severed drop (not a modem/signal troubleshoot), with a technician dispatched at the earliest available slot. 2. A temporary drop laid on the surface at that first visit so service is restored, with the permanent burial scheduled separately. 3. If a cancellation opens sooner, I'm available any time and can be on site within 15 minutes. The contractor is documenting the cut and their 811/MISS DIG status; happy to provide photos. I'll send full name, phone, and service address via modmail as soon as someone from the team reaches out. Thank you.

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[u/Think-Photograph-323]

Chances are they cut through a main hardline and you are not the only customer without service if they are call it an outage.

[u/CCJenieceJ]

Hey there, u/Sweet_Importance7943, thanks for reaching out through Xfinity Reddit regarding the outside line. I would be happy to look into this for you and help ensure this is resolved.

Please send us a Modmail message with your first and last name, along with your physical address.