1 Message

Thursday, March 23rd, 2023 9:34 AM

New construction for serviceable area

​​​I've recently closed on a home and reached out to transfer my internet service. Turns out, there is not an existing internet connection with xFinity; however, the home is in the serviceable area but requires construction. While the support agents attempt to help, I don't believe they have the correct insight into what the National Moving service does (or whichever department handles these types of requests). ​​​​​​When I initially spoke to an xFinity service agent, I notified them that I am moving within 7 days and having internet is a must, my spouse and I both work remotely. ​​​

​​​Has anyone else had experience with construction in a serviceable area? How long did it take? ​
​​​Is there a way to check on a request or escalate an existing ticket? I was provided a ticket number.




98.9K Messages

2 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.


Problem Solver


546 Messages

2 months ago

Hello there, @Jkong527. Thank You for taking the time to reach out to Xfinity Support, here on the Community Forum. You may find this article on Xfinity Service Availability, and the process very helpful - 


Yes, we can absolutely take a look at the ticket for you and provide an update, but to set the correct expectation, the serviceability process, for a new construction home, has a lot of moving parts and can take an extended amount of time. The survey process, alone, can take as much as 10-14 days. The survey should give us an estimated time frame, but I have seen that be anywhere from 2 weeks to several months. 

With that all said, let's take a look. To get started, please send our team a direct message with your full name, the full address, and the ticket number.  Thanks!

To send a "Direct Message" message:

• Click "Sign In" if necessary

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• 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

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• Press Enter to send it

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