Visitor
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13 Messages
Cables outside of house
I keep getting pixelation on local channels. They have come out twice. Each time they replace some things inside the box outside. And they come inside and run a test on the modem. And advise it is now getting a clear signal.
Here is the kicker. I have TiVo Boxes in my house. The modem and main TiVo are in 2 seperate rooms as I have a home office. I have 2 bedrooms that have 2 mini's and my main TiVo in the living room. Each time they come out they take away my splitter that is going into one bedroom. They put a straight connection where my splitter is. So I don't get any connection to my TiVo in the bedroom and have had to buy 2 splitters. I have seen this happen twice now and I have had to go out and replace the splitter that was there. Now I bought this home and have done nothing to the wiring that was already in place outside the home.
Question is will Xfinity replace all of the wiring outside my house as this seems to be the issue, but the techs don't want to say anything. It is a 2 bedroom Condo, so not that much cable in my opinion. I am thinking the previous owners had their boxes and modem differently and the wiring outside was setup for their layout of equipment.
XfinityBrie
Administrator
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671 Messages
4 years ago
Hey there @wbguy99! Thanks for joining us here today. So, to cut through to the main question here, we would mostly definitely do a re-wire of the exterior wiring, especially anything connected to the drop at the home. Any type of interior wiring, like wires behind the walls, would fall under the property owner or building management demarcation point, and that would fall into the area of wall fishing (which our technicians are not permitted to do).
Depending on the situation, this would fall under a maintenance of construction request, which can take some time to complete, and they are referred by field technicians (care-centric representatives like myself aren't permitted to submit these types of inquiries) since a signal report is required at the time of referral, which means they have to physically plug into the tap. I did have a rare instance where a customers interior wiring was mixed in with their neighbors wiring--boy was that was mess.
Let's go ahead and get the account pulled, I'll review the previous appointments and take a peak at the signal report from a remote view. I'd ask you to send us a direct message so we can pull the account up.
To send a direct message:
Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.
Please include your name, the account holder name (if different) and the service address along with your unit number in question--I'll take it from there.
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