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Stick73
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Wednesday, October 14th, 2020 7:00 PM

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New address not recognized

I am moving to a new house and the address Is not recognized in your database. I was under the impression I could not get xfinity internet at the new address, but when my brother (who is a tech for xfinity) helped me move in he said it would definitely be available for me, I currently have xfinity internet and would love to keep my service at the new address.

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4 years ago

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dear_android

Visitor

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1 Message

5 years ago

My new address is shown as not serviceable in the middle of a serviceable area. I have made several calls to Comcast and had a ticket open (Home Smart 2442335). At this point I really have not much hope as to get my address connected, but I would like to know the reason and if there is any chance that we can remove the blocker. The various reasons that I heard from the customer service are: 1. My condo is an add-on to a commercial address, which is not true as I pay my own property tax to gov. 2. The service is not constructed here. Any chance we can get the construction going? I can actually get the public xfinitywifi from my balcony. Thanks!

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dkg

Visitor

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3 Messages

5 years ago

We are having the same problem.  We bought and tore down an old house that had internet/cable and built a new house.  All the houses around the new house have internet and cable from Xfinity, but when I try to check on service to the address I get, " The address you entered could not be recognized."  HELP!!!  Our son is supposed to move in soon and needs internet at the very least!!

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XfinityChristina

Official Employee

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923 Messages

Hi, @dkg. I know how important the internet is. I work from home but I am also a student. I rely on the internet heavily as I am sure you and your son do as well. We'd be happy to look into this and see what steps we need to take. Please send us a direct message with your name and address in full.

 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 

 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://comca.st/3u2TRqw

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

 

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

5 years ago

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user_09738b

Visitor

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3 Messages

I recently purchased a new property and my address is missing from the comcast database; however, I have discovered by checking my neighbors address with comcast (who all border my property) have comcast service.  I called a few days ago about getting my address added and comcast gave me a ticket number; however, no idea on what to do with this: Ticket number ####

(edited)

4 years ago

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CCEthan

Official Employee

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1.4K Messages

Hi, @user_09738b. Thanks for reaching out about your address status. I removed the ticket number as it could be used to gain personal information, but I have it now and see the result says the house is not serviceable. We can try again if you can provide details on your neighbors and how close they are. In many cases, if the distance is larger and in a rural area there would still have to be extra building done to extend to your property. 

I no longer work for Comcast.

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

4 years ago

0

user_09738b

Visitor

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3 Messages

@XfinityEthan I would be happy to show on a map how comcast likely already crosses my land (via public easement) to access as many as 7 properties that it can service.  How do we start a private conversation?

4 years ago

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CCEthan

Official Employee

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1.4K Messages

Our service team is most likely aware of what it takes, but occasionally there could be an oversight, nothing is perfect! The ticket says the plant connection is 1479 feet away and if there are 7 properties the cost to build would be too high for that distance at each, give or take. I don't mind relaying anything you have just to make sure. 

 

Make sure you are signed in.

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2.Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

 

 

I no longer work for Comcast.

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

4 years ago

0

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