HOUSTON – When 2 Helps You first investigated complaints about abandoned Xfinity cables left behind after service work, one homeowner’s problem was resolved within days.
Now, more viewers are sharing nearly identical stories.
Following our original report, homeowners from across the Houston area contacted 2 Helps You to report abandoned cables draped across fences, or left tangled around utility boxes and trees.
Homeowners we’ve spoken with say they’ve repeatedly contacted Xfinity but have struggled to get the issue addressed.
In Sugar Land, Brian Schnupp said a cable has remained in his backyard, despite multiple attempts to have it removed.
“Going on 2 years.”
Asked how long the cable had actually been hanging, Schnupp said it dates back to October 2024.
“I have tried to get in contact with them, but they are very difficult to get a hold of if you are not a customer.”
On Houston’s east side, Sonia Gonzalez has been dealing with a similar issue. A cable has remained overshadowing her backyard fence since November.
Gonzalez showed 2 Helps You a paper trail documenting her efforts to get the issue resolved.
“This is all the times I’ve contacted Xfinity.”
Despite those repeated contacts, Gonzalez said she still hasn’t received a clear explanation as to why the cable remains.
Another complaint came from Sugar Land resident Gage Divin, who noticed a bundle of abandoned cables stretched between utility boxes in the backyard of his family’s residence, “It’s been over here from this box to this box... at least three months.”
Ironically, Divin was working alongside the 2 Helps You team as the photographer assigned to this story when he mentioned in passing that he was dealing with the same problem at his own residence and has been attempting to figure out how to get it handled.
The latest complaints mirror the concerns highlighted in the original 2 Helps You investigation involving Linia Lee.
During the first investigation, 2 Helps You encouraged viewers to document abandoned cables with photos and to contact every utility or communications provider that could potentially own the equipment.
Keeping records of every report and service request can also help if additional follow-up becomes necessary.
Within days of Linia’s story airing, her abandoned cable was removed, “I feel wonderful. I am so happy to have this taken care of,” she told Investigator Mario Diaz after the fix.
Regarding the new cases, Xfinity didn’t waste any time, as crews removed cables that had been left behind after previous work days after we reached out to the company.
“Thank you for bringing this to our attention. We know how important it is for customers to stay connected, and our priority is to restore service as quickly as possible when disruptions occur. In some cases, we use temporary lines to quickly restore connectivity while permanent repairs are planned and completed. These permanent repairs are now complete,” said an Xfinity spokesperson via email on Tuesday.
These reports all started with Houstonians contacting the 2 Helps You desk. Remember we shouldn’t be your first call, but we don’t mind being the last.