HOUSTON – For more than three months, Linia Lee had an unwanted visitor stretched across her backyard: a downed cable she says no one would remove.
The southwest Houston homeowner, who has lived in her home for decades, said she had never dealt with anything like it.
“This is my property, and I am very much concerned about it,” Lee said. “It just doesn’t look good.”
The cable slithered through her backyard and into a neighboring property. Unsure who owned it, Lee did exactly what consumer advocates recommend: she started making calls.
She contacted multiple companies, including AT&T and Ezee Fiber, before learning the line reportedly belonged to Xfinity.
Getting that answer was only the beginning.
Lee said she repeatedly contacted Xfinity and was told someone would follow up by phone or email, but she never received a response.
“I am a very patient person, but this is beyond being patient,” she said.
She was later told a service ticket had been opened, then closed, despite no one ever coming into her backyard. Security cameras around her home confirmed no crews had visited, she said.
Instead of giving up, Lee documented every interaction, saving case numbers, writing down dates, and keeping detailed notes from each conversation.
When months passed without results, she reached out to 2 Helps You.
After reviewing the information Lee had carefully documented, Investigator Mario Diaz contacted Xfinity and shared the details of her case.
Within a few days, the cable was gone.
“I feel wonderful,” Lee said. “I am so happy to have this taken care of.”
2 Helps You tip
If you’re dealing with a utility or communications company that isn’t resolving a problem:
- Report the issue to the company as soon as possible.
- Keep records of every phone call, email, and case number.
- Take photos or videos to document the problem.
- If the issue remains unresolved after repeated attempts, contact the KPRC 2 2 Helps You team for assistance.
In Lee’s case, the detailed records she kept along with an email to the 2 Helps You desk to helped move her case towards a quick resolution.
Remember, we shouldn’t be your first call but we don’t mind being your last if you have made your own efforts.