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user_uua7oa
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Monday, August 17th, 2026 6:02 PM

House Smart Ticket - [Edited]

I need assistance escalating an existing new-construction serviceability request.

A Comcast technician visited my new-construction home on August 3, 2026. The home is approximately 350 feet from the nearest Comcast network/node/pole, and the technician submitted a serviceability request for the property.

House Smart Ticket: [Edited: "Personal Information"]

It has now been two weeks with no update or contact from the serviceability/construction team. I have contacted Xfinity customer service multiple times, but the representatives have been unable to provide a status or connect me with the team handling the request.

I am not looking to open another standard installation ticket. I need someone from the Serviceability / Construction team to review the existing ticket and field notes, confirm whether a plant extension or other construction is required, and provide the next steps and expected timeline.

The home is nearing completion, so I would greatly appreciate help getting this escalated to the appropriate local construction/engineering team.

I can provide my full name, service address, phone number and any additional property information via direct message.

[Title Edited: "Personal Information"]

Question

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Updated 

10 hours ago

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XfinityCliff

Official Employee

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531 Messages

10 hours ago

Hello @user_uua7oa, and thank you for reaching out on our Xfinity Community forums with your concerns! 

Congratulations on your new home, and thanks for providing those details. I can understand how frustrating it must be to have an existing serviceability request in progress and still not have any updates, especially with your new home nearing completion.

We'd be happy to take a closer look and see how we can help get this in front of the right team.

Please send us a Direct Message* with your full name and service address, and we'll review the existing request and any available notes. From there, we'll work to gather more information on the status of the project and any next steps that may be available.

We look forward to hearing from you and helping however we can.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.

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