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user_2cf728
1st Topic

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3 Messages

Monday, April 3rd, 2023 9:57 PM

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How do i receive gigabit internet?

So i applied for Xfinity gigabit internet. I currently am receiving service from CenturyLink who did not offer gigabit in our area. I entered my address and it was offered to me but i was given a self-install kit? From what i understand from the family i live with this house never had gigabit internet installed so how would i go about self installing gigabit internet that i probably don't have? Why would Comcast offer me a service that i have to self-install when my house never had access to gigabit internet to begin with? If i just plug in the internet router i highly doubt that it's going to "just work" considering that i don't think this house ever had comcast internet in the past.

Question

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Updated 

2 years ago

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EG

Expert

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110.4K Messages

2 years 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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XfinityRay

Official Employee

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2.8K Messages

2 years ago

Hi there, @user_2cf728. Thanks for signing up for our Gigabit internet. That is awesome to hear! The service is delivered through the coax connection and should work for you. We have some checks that our system runs to ensure a self-installation is possible otherwise an installation visit is set up. Have you tried to connect the modem to a power and coax outlet? You wait about 10 minutes, then connect to the default WiFi Network shown on the sticker on the modem and open the Xfinity app to activate your service.  

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user_2cf728

Visitor

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3 Messages

@XfinityRay​ Apparently according to my family there aren't any coax cables in this house. Centurylink apparently replaced everything with phone lines as we went internet-only 5-6 years ago and they don't know where they left the coax cables if there even are any in the house. i tried searching around but i can't find any coax connectors. I have not received my self-service package yet but i was mostly concerned because of this.

(edited)

2 years ago

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XfinityRichard

Official Employee

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1.9K Messages

Hi there, @user_2cf728 Thank you so much for your time and patience. I'm sorry to hear that your residence does not have any cable lines or outlets in the home. We can go ahead and get a technician out to your residence to install new lines, that is an option for you. The cost to have that done which would be billed to you would be $100.-Richard

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2 years ago

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user_2cf728

Visitor

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3 Messages

@XfinityRichard​ i would like that if i could receive instruction on how to request it online or if you could set it up. i have not received my self service package yet but i wanted to do my due diligence to make sure everything would work before it got here. i figured there would be a bit of pain on this end but it'll be easier to get it done early.

(edited)

2 years ago

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XfinityRichard

Official Employee

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1.9K Messages

Hi there, once again @user_2cf728  Yes absolutley we can get that scheduled for you. Can you please DM me your first and last name along with your full-service address so that I can assist you further?

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "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
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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