Visitor
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1 Message
New house build on lot with previous home with service
I am caught in an infinite loop trying to get service to my newly constructed home. Short version - we bought a 10 acre lot with a house on it, that house had Xfinity service to it for years, we demolished that house and built a new house on the lot. I have been working for 3 straight months to get a line run to this new house and can't get anywhere. They send techs out to the house who think they are doing a basic service troubleshoot, they make appointments to bury lines and create tickets but nobody shows up nor does the work, they send more techs out, I spend hours on the phone being told I have existing service and having them ask repeatedly to restart my modem when I don't have a modem because I don't even have a line running to my house yet! I can't get anywhere and if there were ANY other service options in my area that provided the speed I need I would have moved on already despite being a customer for over 10 years at my other homes. I can't get to a more experienced tech support or customer service agent, I can't get to the office of the president, all I get is an infinite loop of the same thing for months now and as I high level professional myself I would be embarrassed if my company put someone through something like this. I am now resorting to an online forum which seems insane to me but I am desperate and about ready to just give up as use starlink for good and hope with time they offer faster speeds.
XfinityMarshante
Official Employee
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1.3K Messages
6 hours ago
Hello @user_uhsr6w, thank you for taking the time to leave a post. First, congratulations on your new home. What you've described is completely understandable, and I am truly sorry for the months of frustration you've been dealing with. This is not the experience we want for our customers, especially after the amount of time and effort you've already invested trying to get service established at your new address. We would be happy to review the account, any existing orders, and any tickets that have been created to make sure the correct appointment has been scheduled and determine what the next steps need to be. To protect your account information, so that we can securely access your account, If you could send our team a direct message with your full name, and the service address associated with your account, we'd be more than happy to look into this for you.
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