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user_e75710
1st Topic

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2 Messages

Monday, January 10th, 2022 5:39 AM

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Moving to a new address requires a technician to come and it takes about a week after move.

Hi,

I just scheduled a move at 15th January and I was expected that I will be able to move modem and connect it in a new place and it will work. but instead the site proposed me to pick a date for a technician to come and the earlier available date was Jan 21st. Is this really a requirement for a technician to come? can I setup a model on my own? We all have to work from home these days and not having Internet for 1 week is terrible experience. Please help. I could not find a phone number to reach out Xfinity customer support.

Question

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Updated 

3 years ago

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XfinityAldrik

Official Employee

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2.1K Messages

3 years ago

Hello @user_e75710, thank you for taking the time to reach out to us. I also depend on my internet for work and completely understand how urgent it is to have your internet up and running as soon as possible. The technician may be recommended depending on how long it has been since our services were connected at this address. 

 

Could you please send our team a direct message with your full name and full address? I can definitely take a deeper look into setting up a self-install at your new address.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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user_e75710

Visitor

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2 Messages

3 years ago

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user_ab6431

Visitor

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3 Messages

@XfinityAldrik​ I just called to transfer services on June 20th and also wanted to set up a technician to come out on the 21st to run cable wires behind the walls where I need them.  I was told that I could not set that up until the move.  Since I know Comcast well, I'm quite sure that means a technician will not arrive for a week or two after the move!  Why can't I set up the technician now so that I have working service right after I move?  I'm seriously considering moving to another provider because of how unresponsive Comcast is to current customer's needs. 

3 years ago

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CCChristopher

Problem Solver

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577 Messages

@user_ab6431 Hello and thank you for reaching out over our Xfinity Community Forum. I am so sorry to hear about the negative experience you have had thus far. I also just want to take a moment to say congratulations also on your up coming move, and on your new place. Just to clarify, are you planning on completing a self installation, if possible at your new place, or are you having your services professionally installed by an Xfinity technician on the 20th?

I no longer work for Comcast. 

3 years ago

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user_ab6431

Visitor

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3 Messages

We need interior cable lines put in so we can self install.  We may also need a line for the internet.  I'm unsure about that.

(edited)

3 years ago

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CCShan

Official Employee

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443 Messages

@user_ab6431

The reason I ask is, if you are having a professional install on the 20th, our technician who comes out to complete your professional install can definitely take a look to see what is possible, however, just to set the proper expectations ahead of time, our expert Xfinity technicians are not able to cut or drill into walls, nor are they able to run wiring inside or behind existing walls, as this can even cause damage to the home or apartment if the electrical in the walls are damaged. If there is inside the wall wiring that needs to be done, we recommend having a licensed, bonded electrician come to wire your home before the Xfinity installation. Our technician can come out and take a look at what needs to be done, see what is possible complete the installation, however, the lines may need to be run along the walls until the in the wall wiring can be completed by an electrician.

 

I no longer work for Comcast.

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3 years ago

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