Visitor
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5 Messages
Help with instillation of Internet
I signed up for xfinity Internet service. Now I have had internet from Xfinity in the past in the same apartment, so I was assured a self install would be fine. I picked up the equipment and the modem flashes white. This would mean the connection from the modem to the outside is not working so I called for support.
I can go to the outside of the building and see the wires form the cable pole are not connected to the building. The service tech, said it's probably an inside wire problem. I tried to explain the apartment had Internet service before so it's unlikely it's an inside wire problem. I took him around back and said, see this wires leading from the pole to the building aren't connected. He said he could not do anything because they first need to establish that my inside wiring is fine.
I tried to explain, even if the inside wiring is faulty, if the connection from the pole to the building isn't there, nothing would ever happen and I don't intend to pay for wiring and the landlord is not going to let xfinity tear up the building anyway.
He said he'd pass on a request for a new service, but he didn't see how with all those wires, he could even determain which wire went to my apartment from the outside. I explaine when I first had it installed, the original person took a device and put it on the cable in my apartment that sent a signal to the wires that needed to be connected. He said he never heard of such a thing.
I tried to call support but they are instisting that they need to rewire the building, which they aren't gong to be able to do. Until you can even establish the wire to my apartment is connected to the pole outside it's pointless.
So I was wondering if anyone on these forums seems to be able to make sense of what I'm saying. And if so they need to send out a new service tech with a LONG ladder, the connections are way up high on the second floor. Once they establish the correct wires are connected outside, it should be fine, as I said, I did have Xfinity internet in the apartment before.
If this cannot be done, let me know, so I can cancel. I have thirty days no risk to cancel thanks
EG
Expert
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115.3K Messages
3 days 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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XfinitySeth
Official Employee
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719 Messages
3 days ago
Hello EricPost 👋 I hope you've had a great start to the new year! We infinitely appreciate you joining the Xfinity family again, and we want to make sure your setup goes as smoothly as possible above all. To confirm, are you saying that the first service technician that went out to your home for an installation deemed your unit intelligible for activation due to a current wiring issue?
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EricPost
Visitor
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5 Messages
3 days ago
He said since the light was blinking white on the modem that ment there was an issue with the inside wiring. He did no tests on the wiring. I also showed him outside of the building, there are no connections from the Comcast pole to the building. If there are no connections that means the modem cannot make contact, so it is not an issue with wiring in the building it is likely because Comcast has not connect the apartment to the Comcast pole outside of the building. The apartment has had Internet before, so it it likely that there is no connection between Comcast's pole and the building.
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