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user_anfo6d
1st Topic

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Sunday, January 28th, 2024 6:14 PM

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New Tap Installation

Xfinity have already run a service ability request and stated the address is serviceable. THey send two techs out for install and we keep getting told the same thing, a new tap needs to be installed at the pole right out front the house. It is cut and tagged ready for a tap. I have a ticket number for the service escalation but can not get a hold of anybody to come out and actually complete the tap. I have spent hours on the phone with reps in India and keep getting the run around. It has been over a week and Xfinity have failed miserably to provide the service that they are completely sure that can.

Question

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Updated 

1 year ago

261

2

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XfinityAlfonso

Official Employee

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1.7K Messages

1 year ago

hello @user_anfo6d we're so sorry to hear about the frustrations with getting that new service installed, and were happy to do all we can to help get that tap installed, so your full services can be activated.  

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address and any ticket numbers you have,  and I'll be happy to assist.

2

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user_irwez3

4 Messages

@XfinityAlfonso​ I am having a very similar problem.  However, this has been going on for almost 3 months.  My work order number is HS3624568.  Can you please help me?

1 year ago

0

XfinityVictor

Official Employee

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1.4K Messages

@user_irwez3 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

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

1 year ago

0

user_ylbtl5

4 Messages

1 year ago

Hi, 

I am having a similar problem and cant get any help.  I was issued a ticket but its been 5 days and no one will update me or seems to even recognize the ticket when I call.  We have a new build and all they tell me is that the address isn't in the system.  I need cable run to the house but I havent even been able to get anyone to give me any idea on when this could be done so I am having to use satellite in the mean time which isn't going to work. Please help

1

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XfinityGabriel

Official Employee

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2.3K Messages

Hi, @user_ylbtl5! Thanks for taking the time out of your day to contact XFINITY over our forums page for help with seeing what's going on with that ticket. I know I would want an update after 5 days if I were in your shoes so I understand the inconvenience that this has caused. I am sorry to learn about this experience. We are honored by the opportunity to get this addressed. To research this further, I will need to pull up your address. Please send us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message.

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

1 year ago

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