Visitor
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2 Messages
No internet since April 28 - Xfinity confirms the line break, but keeps sending technicians without the work order to fix it
I started Xfinity internet service at my rental apartment on April 28, 2026. It's now June 19, and I still have no working connection.
Timeline:
- In early May, a technician confirmed the coax cable inside my apartment is fine — the break is in the building's wiring, somewhere in the attic.
- On May 10 - 11, support agents confirmed in chat that this was being escalated to a line-repair/network team and that a technician would come to fix the line. I was also told installation/setup would be free regardless of the cause.
- On May 25, I was billed the full amount ($46.58) despite never having had working service.
- On June 4, I was waiting for a technician who was scheduled to come that day, but no one showed up. When I contacted support afterward, a new appointment was scheduled for June 12.
- Around that same time, I was also charged $15 for a second modem that was shipped to me, even though I already had an active modem registered on the account.
- On June 12, a technician did show up - but told me his work order only covered connecting/activating a modem, not running new cable, and that pulling a new line through the attic was outside what his ticket authorized. He left without doing any repairs.
Every visit reaches the same conclusion (it's a line/wiring issue, not anything inside my apartment or with the modem), but nothing changes, because the technician sent each time isn't dispatched with the right type of work order to actually fix it.
What I'm asking for:
1. A work order specifically for a network/construction crew authorized to run new cable through the building's wiring (attic) — not another standard install/modem technician.
2. A ticket number I can track this under.
3. A full credit/refund for all charges billed since April 28, since I have never had working service.
I have timestamped chat transcripts for every interaction listed above and am happy to share them if needed. Thank you for any help getting this properly escalated.
XfinityMartyR
Official Employee
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3.3K Messages
2 hours ago
user_ql07dg Thank you for reaching out! Our technicians generally do not wall fish cables through interior walls, ceiling, or attics. Depending on your area, they may recommend using an electrician to replace the cable, or refer the job to the local construction team for a multi dwelling rewire job. Also, if you live in a big complex the property management would need to be involved. Have you or the local technician reached out to your property management team about the cable replacement?
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