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Installation Support
I have a new construction home that needs to be connected to the wiring/cable whatever it is from the exterior. I scheduled installation over a month ago for Saturday, July 18, but they sent a technician who could only do a hook up for an existing connection. He submitted a ticket to have the exterior connection made. That ticket got closed or cancelled, and I have called multiple times, spoken to multiple representatives to try to get this scheduled over the past week, but they have messed this up EVERY TIME.
The latest installer showed up today (Thursday, July 23), and called me to tell me that he cannot do the installation because they submitted the wrong kind of ticket. He says I need to schedule a new installation, and they scheduled a special order or something.
I work from home, and I need the internet. I scheduled this installation to coincide with my moving into my home. I have not been able to move in because there is no internet, and I cannot work.
I do not know what I need to do in order to get internet connected. Every person that I have talked to has said that they can take care of it, and yet they have not. I am still trying to get installation, and now I have been paying for a hotel for almost a week so I can access the internet to do my job.
This has been a nightmarish experience. I am a NEW CUSTOMER. Xfinity is the only fiber optic option in my area or I would NEVER consider using you at this point. What do I need to do to get this taken care of?
XfinityCliff
Official Employee
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434 Messages
10 hours ago
Hello @user_6pv19m, and thanks for reaching out on our Xfinity Community forums!
I can certainly understand your frustration. After scheduling installation well in advance, having multiple tickets mishandled, and still being without service when you rely on internet access for work, it's understandable that this experience has been so disappointing.
For new construction homes, establishing service isn't always as simple as running a new line to the home. In some cases, additional work may be required to connect and activate service to that line, which can involve different teams and ticket types. In some cases, it could require street side work that may involve obtaining permits to complete it.
Please send us a Direct Message* with your full name and service address, and we'd be happy to take a closer look at the status of the installation and any outstanding work needed to get service connected. We'll do our best to help determine what happened and what steps are needed to move things forward.
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