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greatcomputers
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Thursday, May 28th, 2026 2:37 AM

How to initiate Pole to House installation?

Hello,

We had comcast service quite some years ago and recently decided to give it a try again.

Yesterday (May 26, 2026) we ordered xFinity NOW online, but before clicking to finalize the purchase, we did a live chat with support ([Edited: "Personal Information"]) to ask questions, such as the process and whether we'd be charged for having a no-longer-there line from the utility pole to house re-installed.

Our interior of the house is fully wired with RG6, and ready - including a wire coming from the inside to the outside of the house - ready to hook up to outside line.  Before ordering I inspected and tested the line from entry to the point where I expect to put the gateway - it is ready.

In the chat I asked: "Will I have to pay for a line to be dropped to outside of my house (from the pole)? The one from years ago has since
been damaged/removed."

The chat answer was: "for your home you do not need to pay for a line, A technician will come out the home establish services and bring your equipment, there is a fee of $39.99 and it wont be due until the first months bill after activation"

I received an email today stating the Gateway has been shipped - with tracking number, but I have seen no indication that a tech will come out to install a line. I do not see a plain and simple way to initiate this online in my account.

Also, since we are on a late shift and usually sleep during a good part of business hours, and since I'm perfectly capable of installing the outside wire to the box they are likely to install, we would prefer if they could just do the line drop without our interaction if possible.

How do I get this process started?

Any help is greatly appreciated,

Dave and Kathy

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14 hours ago

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XfinityTommy

Official Employee

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2.8K Messages

23 hours ago

 Hello greatcomputers. Unfortunately, to run the prepaid Xfinity NOW internet there would need to be an active Comcast cable connection to the home. Technician line installation is not available for NOW Internet services. There would need to be a traditional Xfinity Internet service setup before the location would be qualified for NOW since it is a fully self installed service, part of that qualification is an active drop cable to the home. 

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EG

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118.2K Messages

24 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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greatcomputers

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5 Messages

22 hours ago

Thank you for the reply. I wish the chat rep would have told us that before ordering service.

Now, how do I go about getting a refund and returning the gateway when it arrives?

Thanks again,

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XfinityTommy

Official Employee

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2.8K Messages

greatcomputers Has there been any charges since the service has not been activated yet? The gateway you would just drop off at any local Xfinity Store. 

I am an Official Xfinity Employee.
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22 hours ago

greatcomputers

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Thanks again for you speedy reply.  Yes, we were charged $30 upfront.

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22 hours ago

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XfinityTommy

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2.8K Messages

greatcomputers Now Internet is fully supported through our Xfinity Assistant. You can access that here . You would just let the Xfinity Assistant know that you need to close out the Now Internet service, and also get refunded for that $30. 

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22 hours ago

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greatcomputers

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Thanks very much for your help.

It's a shame there isn't better information coordination within the website, live chat, other support, etc. It would save some headaches for some. 

We are in a situation where we really need to reduce monthly bills and this seemed like a no-brainer. Plus I had read on quite a few other sites people were able to get NOW in a former Comcast areas even if a line was weather damaged/removed, just by paying $100 for new line/tech visit, which we weren't offered.

You mentioned: ”There would need to be a traditional Xfinity Internet service setup before the location would be qualified for NOW...”

As far as needing existing service, the NOW FAQs say (which I originally understood to mean I cannot have regular service in order to qualify for NOW):

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Also, please note NOW Internet is not available for customers who:

  • Subscribe to other Xfinity services (except Xfinity Mobile).
    • If you want to downgrade from Xfinity Internet to NOW Internet, you’ll need to remove all other Xfinity services (except Xfinity Mobile).
  • Have Bulk Video, Bulk Internet, Managed WiFi, or WiFi Ready service.
  • Are located at fiber properties.

-------

In any event, I am grateful for the rapid response and encouraged to see improvements in the customer service options compared to what I recall plaguing our relatively long patronage of Comcast so many years ago.

Thanks much,

[Edited - Private Information]

(edited)

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15 hours ago

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XfinityAbel

Official Employee

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268 Messages

@greatcomputers thanks for sharing your experience. Are there any other questions/concerns we can address?

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.
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14 hours ago

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