sorr624's profile

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1 Message

Thu, Oct 1, 2020 2:00 PM

Construction/ Engineering.... it’s all a big mess!

I called to request service at my new address in August, which was several weeks before my move. When I called to get assistance activating my equipment I learned the agent who initially setup the account used my neighbors address despite me telling her my home is a new construction that has never had service.

Now I’ve been waiting for Xfinity’s engineering and/or construction team to let me know if my home is serviceable. My neighbors, across the street and on the same side of me, have service but every agent I speak to says “I’m escalating your ticket and you should hear back within 3 days.” I am now over a month into the process and I have no idea when, if at all, I can get service. My job requires me to work from home and I don’t have any internet.

One agent advised me to work with the post office to ensure my address was added to the database. I’ve confirmed with the post office my address has been added to their routes and provided the four-digit zip code extension to Xfinity to help move the process forward. All with no success. I’ve tried to be patient but this seems ridiculous considering the address is recognizable on every other site. No one knows anything and the construction and/or engineering team never responds to the escalated tickets. Now I see many others have experienced similar challenges with new construction. I wish I knew this beforehand because I could’ve started the process when I made the offer on my new home. UGH! Can someone help please? I can’t afford to loose my job.



Official Employee


6.1K Messages

7 m ago

Hi @sorr624


Thank you for sharing your experience here on the Xfinity Forums. I'm sorry you haven't received any more information regarding your request. Unfortunately, there is no direct way for you to contact the construction team directly, however, I'd be happy to relay any updates I do find and continue to follow through this process until we get a resolution. 

Can you please send me a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name the numbers associated with your address, and we can proceed from there. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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