Contributor
•
24 Messages
Major difficulties getting an install in a multi-unit dwelling (going back to early January 2026)
I moved into the building in November 2025. In early January 2026, I attempted to get an install scheduled for cable internet service, but was told that they couldn't verify the address. (There is an existing installation for wifi service in tge building, but it doesn't need my needs)
I keep getting told that the only addresses for the building are two different suites with letter designations; I have no idea if there are any suites whatsoever - I've never seen any listed - but I know for a fact thst there are at *least* eight occupied units (USPS addressed as "Unit #" ascwell as stated as such on the lease agreement).
Today, I actually went in to the Xfinity store, and was told the same thing, that that's the only addresses on record, and they a ticket would be opened. I expect all I'll get is the same list of inapplicable (utilities are part of the rent, so no individual bills), vague ( "county assessor documentation"? What specific documents are needed?) or not easily available to a resident (purchase/sales agreement - I suspect the building's actual owner isn't interested in giving out copies to tenants) paperwork. (Oddly enough, the *signed lease agreement* doesn't seem to count.)
In searching for information this afternoon, I find this page: https://www.xfinity.com/support/articles/serviceability-documentation
Which opens with saying that Xfinity checks with the USPS... which is very clearly false, as I filed a change of address when I moved, and began getting mail with 24 hours. (And am *still* getting mail that proves the existence of the "Unit 2" address: bank statements, medical insurance documents, paperwork from state and Federal agencies, et cetera.)
I just want cable internet installed. The building previously had cable installed to individual rooms, prior to the current owner's purchase. Xfinity is not checking for a valid MDU address with the USPS, and appears to be relying solely on some previous service addressing, and while this page: https://www.xfinity.com/support/articles/determining-serviceability
claims an Initial Evaluation will be done, as far as I've been informed, this had not happed nor has a physical site survey been completed.
I have the current ticket number from today's attempt - [Edited: Privacy]- and a printed copy of an email to my landlord from a [Edited: Privacy] (Senior Business Acount Executive), dated 11 Jun 2026 stating:
"As far as your tenant goes at your location at <REDACTED> they should be able to go to an Xfinity Store or call into Care to add cable services as a residential account."
It's been eight months. Would it be better if I contacted the Senior Business Acount Executive myself, and ask her to investigate why this is apparently impossible for Xfinity to do?
XfinityCliff
Official Employee
•
648 Messages
10 days ago
Hello @Ygolonac, and thank you for reaching out with your concerns on our Xfinity Community forums!
I can certainly understand your frustration, especially after spending months trying to get service established and receiving conflicting information regarding the address and serviceability process. We appreciate you taking the time to share these details.
We'd like the opportunity to review the situation further and see how we can help. Please send us a Direct Message* with your full name and complete service address, and we'll be happy to take a closer look at the account and any existing tickets. We look forward to assisting you.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
Click Here For an example of how to send us a Direct Message.
0
0
Ygolonac
Contributor
•
24 Messages
8 days ago
Oh look, my earlier reply has disappeared.
Following up on that DM: Provided my information, and got a canned/AI response claiming that my address is not registered with the USPS. I'm sure the Post Office will be shocked, as I've been receiving mail here - to the same address provided for the installation request - since I moved in in November of last year. (The ticket itself was closed as "solved", which it clearly wasn't.)
Here's the official USPS lookup with full address redacted - this was posted the now-removed reply:
[Image Edited to Remove Personal Information - Partial Address"]
The "Unit 2" is apparently the issue - at some point in the past this building had service at two different suites - "STE <letter>" - which are not currently served, and may not even exist any more. Certainly an install order for one of the suites wouldn't work, as it wouldn't match the *actual physical location* nor my payment details, but Xfinity keeps offering to do so. (I'm fairly certain the installer, not finding the suite, isn't going to just install to the *unit*.)
If I tweak the search terms, I can bring up USPS records of those suites - but also not only my unit, as posted above, but entries for "UNIT (RANGE 1-9)", which does indicate the the USPS certainly has the correct address as provided "registered".
I suspect that Xfinity 1) has obsolete data from previous customers, 2) is not actually checking with USPS but rather relying on said obsolete customer records, and 3) is running a particularly cognition-impaired "AI" agent to handle address verification, as well as responding to "official Employee" DMs.
I should hear back from the previously-noted Senior Business Account Executive on Tuesday, after the Labor Day holiday.
I've had *years* of good service from Comcast/Xfinity, but if I had any other option for service at this address, I'd've been arranging for an install from them instead - I probably would have had internet service no later than February instead of continuing and increasing aggravation from Xfinity.
(edited)
0
0
Ygolonac
Contributor
•
24 Messages
1 hour ago
Update: still haven't heard from the Senior Business Account Representative - why am I not surprised, and the city us having difficulties getting me the Certificate of Occupancy.
So, the other options available are "city/county permits", or "County Assessor documents". Exactly what permit(s) or documents are needed? And answerbin this thread, so other people will know what might be needed. (If you offer another Direct Message, you'd better not have someone (or the AI) just puke up the same canned list that doesn't specify what Xfinity actually wants. Escalate it to someone who can provide detailed information instead.)
1
0