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wesley_2003
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12 Messages

Monday, May 16th, 2022 9:33 PM

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Is it possible to pay for a cable drop installation when address is not currently serviced?

I've been told previously that my address is unable to get Xfinity service because it is either outside of the service area or more than 300 feet from their physical network.

When I look at the service coverage map there is service all along the opposite side of the road, but my side of the road does not show as having service.

Without getting too much into the specific details, is it ever possible to pay Xfinity or their installation contractors to get service extended to my address?

I'm partially wondering If I could just pay a private contractor to install a buried line from my home to the tap near the road to get service connected.

Any insight on this is greatly appreciated!

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Updated 

3 years ago

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Accepted Solution

XfinityMarcos

Official Employee

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2.3K Messages

3 years ago

@wesley_2003, thank you for working with us to help provide an update on your serviceability request. I'm sorry we struck out this time, but hopefully, down the road, we can bring our awesome service to your home. Your continued interest in making us part of your home is very much appreciated. 

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XfinityMarcos

Official Employee

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2.3K Messages

3 years ago

Hi, @wesley_2003, thank you for your interest and enthusiasm to make us part of your home. I actually moved a few years back to get into the Xfinity footprint, so I get it lol. It sounds like you've already done some groundwork with our local serviceability team, which is usually the first step. Typically, on those tickets, if there are any costs that a customer would be responsible for in any construction, it would be advised. Were you given a serviceability ticket already? If so, and the final result was that service isn't possible, then there would be no way for you to have a drop installed. 

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wesley_2003

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12 Messages

3 years ago

I got an automated text message with a link to get more details. This was the link output:

I'm sorry that we can't offer Xfinity service at your address at this time.

 

This could be for a variety of reasons.

• You are outside our service area

• Your address is more than 300 feet from our physical network

• Your homeowners association or condominium association has an agreement with another service provider.

 

I hope you can find another local service provider. And feel free to check with us in the future in case anything changes.

 

Anything else I can help you with?

The ticket ID is [Edit: PII]

Since there is not a reason given, but instead a list of possible reasons, it's hard to know what the issue actually is.

I just called into the Xfinity phone maze 25 minutes ago to try to get the exact reason for service being unavailable and they are supposed to get back to me within 48 hours with a more detailed reason.

I'm hoping that it's just a matter of installing a cable connector near the road for the xfinity technician to connect into.

(edited)

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XfinityMarcos

Official Employee

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2.3K Messages

@wesley_2003, I can see what you mean, and I would be wondering the same thing if I didn't get a clear-cut definitive answer. I was able to pull up your ticket and get some additional details. Our local serviceability team determined that your home is outside of our serviceable area, so in all transparency, we more than likely won't be able to service your address. However, I do see that there was an updated request on your ticket, and I can keep my eye on this for you. Once I see there is an update I'll reach right back out to you and keep you in the loop. As great as our phone team is, we can keep working on this together so you don't have to reach back out to them. The great thing about this platform and my team is that we never get disconnected and work on your time 🙌. Did you have any questions regarding the details I just went over?  

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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
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
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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
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
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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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3 years ago

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wesley_2003

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12 Messages

Thanks, I appreciate it!

What you said makes sense, but I'm still really hoping that they just need a box near the road to connect to because the house is too far from the road.

Fingers crossed.

3 years ago

0

XfinityMarcos

Official Employee

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2.3K Messages

@wesley_2003, it never hurts to ask, so it's excellent that our phone team was able to do that for you with that serviceability ticket. Plus, a little extra luck never hurts lol, I'll cross mine for you also. Once I see there's an update on the ticket, I'll reach right back out. Have a great rest of your day! 

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
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
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
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
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

3 years ago

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XfinityMarcos

Official Employee

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2.3K Messages

@wesley_2003, Hey there, I have an update on that ticket, and there is an option for a cost share to bring our service to your home. In order to go over the details can you please send a direct message to Xfinity Support by clicking the chat icon in the top right?

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
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
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
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
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

3 years ago

0

wesley_2003

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12 Messages

@XfinityMarcos​ I went ahead and messaged Xfinity Support as instructed and am now awaiting a response.

Thank you for your help with this!

3 years ago

0

wesley_2003

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12 Messages

3 years ago

I was just told the customer cost share would be a minimum of $234,540 to get service installed at my new address...

Just for reference this is the xfinity service area from BroadBandNow.com (with the location of the new service request circled). Please do not edit or censor this post.

This seems to be a good example of "Tell him no without telling him no."

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