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micah31
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Monday, August 31st, 2026 7:32 PM

New construction serviceability — order placed against a cloned address

I'm building a new home in MA. The utility pole serving the lot was set today, and there is no Comcast strand or tap on it yet.

When I called to get serviceability setup, the representative started service, could not find my address in the system and instead placed the order against a nearby address, then scheduled an installation for next week. My concern is that this created a service order without creating a serviceability ticket, and that the installer will arrive to find no active connection at the pole.

Could someone please help with the following:

  1. Add my actual address to the serviceability and billing systems.
  2. Open a serviceability ticket separate from the existing service order.
  3. Confirm whether any construction job or hold already exists against my real address.
  4. Confirm whether a line extension is required or a standard drop is sufficient, and provide the aid-to-construction estimate if one applies.

Happy to provide the address, parcel ID, building permit number, and pole tag number by direct message.

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8 hours ago

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XfinityCliff

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8 hours ago

Hello @micah31!  Thanks for reaching out on our Xfinity Community forums, and congratulations on your new home build!

I can certainly understand your concern. If the order was placed using a nearby address rather than the actual new construction address, it's important to verify that the correct location is associated with any serviceability or construction review that may be needed before an installation appointment takes place.

Please send us a Direct Message* with your Direct Message*, your Direct Message*, and the address you believe the order was established against. If available, you may also include the parcel ID, building permit number, and pole tag number referenced in your post.

Once we have that information, we can review the account details, verify whether your address exists in our systems, check for any existing serviceability or construction-related records associated with the property, and determine whether additional review may be needed before installation. We appreciate you bringing this to our attention and would be happy to take a closer look with you.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.

[Updated username to remove personal information - full name]

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