Installation issue - Construction Team

Hello @NeilE , and thank you for sharing what's been going on here on our Xfinity Community forums.

I can absolutely understand your frustration, especially after waiting a week and a half for service at a brand-new home and seeing that nearby properties already appear to have connectivity in place. When you rely on Internet service for work, any delay can be incredibly disruptive.

While it may look as simple as feeding a cable through an existing conduit, new construction work can sometimes require additional review before construction crews are able to proceed. Depending on the location, there can be permitting requirements, utility coordination, easement verification, safety considerations, or engineering reviews that must be completed before work is authorized. Unfortunately, those steps can add time even when the physical work itself appears straightforward.

That said, we'd be happy to take a closer look at your situation and review the status of the construction request. Please send us a Direct Message* with your full name and complete service address, and we'll investigate the details further to see what information is available regarding the next steps for your installation.

We appreciate you bringing this to our attention and would welcome the opportunity to assist.

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.