Visitor
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1 Message
No Connection Yet - Opened Account on 11/24
I need a cable line connected to my home before I can use the internet. I have had two technicians come and provide no resolution. On December 1, I hired an electrician to install a grounding rod on the advice of the first technician (Appt on 11/25). The second technician could not do anything without a bucket truck to connect the cable line to my house. (This was another important detail that was omitted by technician #1) On December 2, he said that would happen in 1-2 days. Seven days later, I remained disconnected.
Strangely enough, when I entered my address into the Xfinity web site to check if service was available, the site said it was available. Service has been unavailable for two weeks and counting.
Technician #2 said that my ticket was in progress but I have no open tickets under my account and I can't access any updates on the progress of my ticket.
When can I expect any service? If I knew it was going to be this difficult and frustrating to initiate service, then I would have never signed up.
Accepted Solution
XfinityChristy
Official Employee
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2.5K Messages
15 hours ago
We sincerely apologize that initiating service has been so difficult and confusing, especially after two separate technician visits. We deeply sympathize with the two-week delay and the inconvenience this has caused. What you are describing—the need for a bucket truck to connect a cable line to your house—is a construction issue. This means your specific address is not yet physically attached to our network, even though service is available in your neighborhood. We know how vital connectivity is, and we need to locate that special construction ticket to give you an accurate timeline.
To review the specifics of your account and escalate this to the construction management team, please send us a direct message with your full name and service address.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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
We are committed to getting this resolved and connected for you!
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Again
Expert
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33.1K Messages
3 hours ago
Moved to Customer Service as this has nothing to do with Accessibility/disability.
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