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Visitor

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2 Messages

Wed, Sep 15, 2021 3:20 AM

Address is ‘not in footprint’ but 99.6% of my zip code is.

I’m not willing to accept that Comcast is not available at my address, but that it’s available next door.  Their service is literally how we get through our work days and our entertainment at our current and ALL previous addresses, and we planned to also upgrade to Xfinity home security at our new home.  How do we get service established? Phone customer service said there was literally nothing we can do about it, and that seems insane in 2021 in the Chicago suburbs.  Please help!!

Responses

Official Employee

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75 Messages

6 d ago

Hello @user_265bbf! Thanks so much for taking a moment out of your night to leave a post on our community forum! I'm sorry to hear you're having issues with making your new address serviceable, but you have definitely come to the right place for assistance! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

Visitor

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2 Messages

@XfinityChelseaB   I used the Chat several times - the first agent said I my address was serviceable and all I had to do was request service, and all would be fine.  That was a lie.  The second agent created a ticket for me, but then a phone call today revealed that that ticket was not valid.  This runaround is getting infuriating.  I need an actual person from Comcast to come out and install service at this address - the others on our private road have said they would also want Comcast services, all we need is someone to come and install the connections and bring us into this century.  thanks!

XfinityEva

Official Employee

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165 Messages

@user_265bbf I apologize for your experience thus far. We would be able to check on the notes and status of your ticket or create a new one if that first one was marked not  valid and why. If the home is not serviceable then we will be able to know the reason why. Sometimes the home is too far from the node and would not offer the best quality and it is determined that though it is in the footprint it is not serviceable or other times there may be a cost involved. Either way as part of the Digital Care Team we will stay with you until this is resolved. If you can please send us a private message with your full name, service address and ticket number if you have one.

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