My area

I currently live in an area that offers Xfinity in the "rich" area and Optimum in the "poor" area. How can we get xfinity in the "poor" area? I'm paying substantially more than I was for my xfinity in my last house and optimum has horrible service?

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CCMorgan

Gold Problem Solver

•

3.3K Messages

2 years ago

Hi, MamaElf. Thanks so much for posting here in the Community. We're happy you're here for support! We're happy to help.

We’re excited that you’re interested in Xfinity service and understand you may have questions about how we determine if your address is serviceable and what steps are involved to get you set up. This article will walk you through everything you need to know.

We may not be able to provide service to you if:

You live outside of our service area
Your address is more than 300 feet from our physical network
We have not extended our service line to your address
Your property owner, homeowners association or condominium association has agreement with another service provider or will not give us access to provide our services.

Steps for Determining Xfinity Service Availability

Step 1: Inquiry

If you’re signing up for new services or moving, you can check online to see if Xfinity service is available at your address. If you can’t find your address online, you can chat with us at https://comca.st/3e1D5AV or call 1-800-Xfinity and we’ll determine if service can be provided to your address.

Sometimes, it may require further research for us to determine if we can service your address. If it does, we may give you a ticket number to keep for future reference. Also, we may ask you for additional information, like the latitude and longitude of your property, a utility bill or a certificate of occupancy, all of which can help us determine whether your address is serviceable. If you give us your cell phone number or email address, we’ll text (SMS)* and email you to keep you up-to-date on the status of your inquiry.

*SMS text messages available in select regions only.

Step 2: Initial Evaluation

After your inquiry is submitted, we’ll determine why your address is not showing as serviceable. Sometimes your address may already be wired for service, but we just need to add your address to our billing system so you can sign up for services.

If we’ve never provided service to your address before, construction may be needed to extend our physical network to service your address.

Even if your address is within 300 feet of our physical network, construction may still be required to route our service line to follow utility easements or right of ways. Depending on the amount of construction required, we may be able to complete it at no cost to you or you may be required to cover a portion of the construction costs. In addition to construction costs, you may be charged an installation fee to connect our services at your address.

We’ll text and/or email you with one the following messages based on what we find:

Great news! We can set you up with Xfinity service! Find out what happens next here:
It's Xfinity Assistant. I'm sorry to say that we can't provide service at your address. Get more details here:
Hi, it's XA. We need a bit more info to complete your request. Please call us at 1-800-xfinity as soon as possible, but no later than 30 days.
Hi, it's XA. We need a bit more info to complete your request. Please call us at 1-866-935-7648 as soon as possible, but no later than 30 days.
Hi, it's XA. Good news: We can provide service at your address. But we need to do some construction first. Find out what happens next here:

Step 3: Detailed Estimate

We may need to perform a survey to determine if we can serve your address. Typically, this takes three to 10 business days. Our site surveyors will only contact you for property access if necessary.

Step 4: Decision

After the survey is complete, we’ll walk you through the results. If you’ll need to pay construction costs, we’ll provide you with the estimated costs for your approval. Once we receive your payment, we can begin construction.

Step 5: Construction

Construction to extend our service line typically involves the following:

Creating a formal installation design plan
Submitting a permit request to the local government (if required)

We schedule our construction crews once all permits are received. Construction scheduling and duration can be affected by weather, government restrictions or other issues. These may cause delays in completing our work.

Step 6: Sign Up for Xfinity Services

Once construction is complete, we’ll call you, or, if you signed up for notifications, we’ll email and/or text you to let you know you can sign up for Xfinity services.

Sometimes, it may require further research for us to determine if we can service your address. If it does, we may give you a ticket number to keep for future reference. Also, we may ask you for additional information, like the latitude and longitude of your property, a utility bill or a certificate of occupancy, all of which can help us determine whether your address is serviceable. If you give us your cell phone number or email address, we’ll text (SMS)* and email you to keep you up-to-date on the status of your inquiry.