Drop bury request for ADU at property

Our house currently has a Comcast drop, but there is now an Accessory Dwelling Unit (ADU) with its own postal address on the property; for example, the main house is 123 Easy St, the ADU is 123B Easy St.

A Comcast tech said the existing drop could not provide service to both the ADU and the main house. We think we need a drop bury request to install a second drop to handle the second address. How do we arrange this?

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XfinityAlyssaA

Official Employee

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3K Messages

2 years ago

Good afternoon @user_og2jlf, and thank you for reaching out to our dedicated Communities team today, we hope you are having a fantastic Thursday so far and assure you that you have reached the right team to help! I appreciate you taking the time out to let us know that the tech said your current drop cannot provide service to both the ADU and main house and that you may need a drop bury request to install the second drop to handle the second address, our team can assist you with this request. To confirm, does the second address currently have service or an active account at that location? Was the second address recently added to the USPS database? If so, it may not be in our billing system quite yet but we can double-check. If it's not, we'll get stated with a serviceability request to have the address added to our system. Our team will stick with you every step of the way though! We look forward to hearing back from you so that we best know how to proceed with having this taken care of. :)

user_og2jlf

2 Messages

@XfinityAlyssaA
> To confirm, does the second address currently have service or an active account at that location?

The 123B address for the ADU has active Xfinity Internet account. Someone else rents that property, and they happened to call to get service first.

We're trying to install new service at the 123 address. A tech came out a couple weeks ago and said the existing drop could not be used for both addresses.

> Was the second address recently added to the USPS database?

It was set up with USPS more than a year ago.

2 years ago

XfinityAlyssaA

Official Employee

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3K Messages

Ahhh gotcha @user_og2jlf! Thank you for confirming those details for me, I really appreciate it so that we know best how to proceed with getting a line installed at your home. I see that you stated someone who rents the property called first but no worries, we'll get you taken care of. Thank you for also confirming the address is in the USPS database, that is a requirement in order for us to add the address to the billing system if it isn't already in there so I just like to make sure first. :)

Let's verify if your address is in our system. If not, we'll start the process with our wonderful serviceability team. If it is already listed, we can proceed with scheduling an installation with one of our dedicated technicians. Either way, our team has you covered.

To get started, can you please send us a Direct Message with your first and last name along with your service address including any applicable unit numbers?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

We look forward to working with you further!

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2 years ago

Customer Service

user_og2jlf

Drop bury request for ADU at property

XfinityAlyssaA

user_og2jlf

XfinityAlyssaA

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