Moved units in same building - need my existing gateway activated tonight, no technician needed

Thank you for reaching out to us @user_rujygz! Working from home makes this especially challenging, and I can understand why you're hoping for a quicker path than waiting until Sunday.

I see you’ve also sent us a Direct Message. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please wait for an official employee to invite you to send a Direct Message.

Based on what you've described, you've already worked through the same activation and troubleshooting steps that we would normally perform remotely. When those steps are unable to bring the modem online, a technician appointment is typically scheduled because there may be an issue with the outlet, wiring, or service connection to that specific unit that cannot be resolved through provisioning alone. Since this is a different apartment, even within the same building, the outlet may still need to be activated or connected for service. 

While I understand wanting us to simply push another activation signal, the fact that the self-service activation, Xfinity app, Assistant, and remote troubleshooting all failed suggests there may be a physical issue that requires a technician to investigate. To help get you connected sooner, I recommend joining our appointment waitlist in case an earlier appointment becomes available. We have a step-by-step guide on our waitlist here.

Our team can also take a look at our available appointments and will be responding to your Direct Message soon.

Thanks for the fast response, and apologies on the direct message, I did not know that was against the guidelines.

I do want to correct one thing, because I think it changes the diagnosis. I have not actually completed a remote activation attempt yet. The gateway is not on the account at all. xfinity.com/support/devices for the new account shows "Your equipment is missing - Looks like you don't have a modem yet." The app activation does not fail at the signal check, it fails before that, because there is no device registered to provision. So a provisioning cause has not been ruled out, it has never actually been tested.

Could your team please do the following, in this order:

1. Add my existing gateway's CM MAC to the new account so there is actually a device on the account to provision. I can read the MAC and serial off the sticker and send them the moment you ask for them.

2. Once it is registered, send a hit and tell me what the CMTS reports. If the modem ranges, registers, or shows any upstream/downstream levels at all, this is provisioning and not wiring, and it can be fixed remotely tonight. If it reports absolutely nothing, I will accept that it is physical and I will keep the technician.

3. In the meantime, please add me to the appointment waitlist and check whether anything is available earlier than Sunday, including today or tomorrow.

This unit was wired for Xfinity and the coax outlet is live, and the same gateway was working on the previous account in this same building. I am not trying to skip a real repair, I just do not want to lose four days to a truck roll if the only actual problem is that the equipment was never attached to the new account. Happy to run any test you want.

Hey so it says my appointment is from 1-3pm on the app but the last support message said 3-5. The app just refreshed and now says the appointment is dec 31st 2035.

I have been waiting for 5 days and everyone told me they need an appoinemnt, now that its coming up I'm not sure what happened.

I need my wifi for online work, this is crucial!!

I moved from one apartment to another inside the SAME building. The previous tenant of my new unit had working Xfinity service on the same wiring days before I moved in. Despite that, Xfinity created an "Install Appointment" and I have now been without internet for 10 days.

What has happened:

1. Appointment 1 (Fri Sep 5): No technician arrived. No call. No text. We held the entire day.

2. Appointment 2 (Mon Sep 7, 1:00-3:00pm PT): No technician arrived. During the window, a live chat agent told me the technician "has arrived and will be with you shortly." At the same time, the order notes show the job was being placed ON HOLD at 1:07pm PT on a technician note claiming he was "unable to access the apartment" and got "no answer" on the callback number.

An adult was inside the unit for the entire window. Nobody knocked and nobody buzzed. The callback number was live and answered all day. So the technician note that froze my install does not match reality, and nobody at Xfinity told me the order had been put on hold. I only learned it because an agent dug into the notes hours later.

3. I have now spent many hours across the Xfinity Assistant and live chat. I was told repeatedly that a technician was en route and that someone would call. Neither happened, on either date. An escalation ticket was opened and closed with no contact.

4. The self-service scheduler now offers nothing before Friday Sep 11, so the proposed fix for two failed appointments is to wait another four days.

I have also been told the coax is not connected on the building side. That explanation does not survive contact with the facts: the previous tenant of this exact unit had working service on this exact wiring very recently. Comcast does not physically cut the tap on every move-out.

What I am asking for:

- A technician dispatched Tuesday Sep 8, 2:00-5:00pm PT, or Wednesday Sep 9 at the latest. Local dispatch can add a job to a route even when the self-service scheduler shows nothing.

- The order taken OFF HOLD in writing.

- The technician call records for Sep 5 and Sep 7 showing the number dialed and the timestamp.

- A review of the inaccurate "unable to access" note, with a reference number.

- A callback from local Tech Ops leadership with a named person and a committed time.

- Credit documented for the outage period and both failed appointments.

I have an open DM thread with Xfinity Support and I am posting publicly because two appointments have failed, commitments made to me in chat were not accurate, and I am not prepared to accept a third open-ended wait. I would much rather have a working connection than a complaint on record, but I am preparing one, and I am evaluating a competitor.

Is there anyone here who can actually get a technician dispatched this week instead of scheduling around a note that is not true?