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user_ykil5q
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Monday, April 13th, 2026 7:58 AM

Existing wire cutoff

I’m moving my service on April 25 but I noticed the wiring at the new place is cutoff. My landlord mentioned that my ISP should be able to provide whatever is needed to reconnect the wiring and activate the internet, can you confirm if that’s correct?

I initially tried to set the move online and saw an option for professional installation for $39.99, but I switched to live chat because I also wanted to upgrade my plan. During the chat, they said professional installation wasn’t necessary and set me up with a self-install instead.

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10 hours ago

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117.3K Messages

11 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityNatalie

Official Employee

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705 Messages

11 hours ago

Hey there, user_ykil5q. Congrats on your new move! We appreciate you reaching out regarding your installation concerns. Do you know if your new place ever had existing Internet service before, or if it has been more than 12 months? If not, we may need to review on our end to check if a necessary professional installation will be required. Usually, if there is no wiring at the new place, more than likely this will require an installation visit too. 

 

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user_ykil5q

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@XfinityNatalie​ I only know that my landlord purchased the property in October 2025 and renovated it. When I first tried to set up the service move online, it indicated that a professional technician would need to visit to check coverage.

However, when I proceeded through live chat (since I also wanted to upgrade my plan), I specifically asked about professional installation. The agent told me she had confirmed with her supervisor and support team that professional installation was not available for my address and that the home was self-install ready. She also mentioned that if any issues came up, a technician could be sent out free of charge. I have the chat transcript saved for reference.

Now that I’ve visited the property in person, I see that while there are cables present, the ends are cut off. Because of this, I actually need a technician to check it out.

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10 hours ago

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XfinityNatalie

Official Employee

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705 Messages

 

user_ykil5q, We certainly will review this further with you. Please send our team a direct 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 Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. 

 

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10 hours ago

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