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user_fbef70
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2 Messages

Wednesday, October 5th, 2022 5:43 PM

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Splitter between my townhome and neighbor

Xfinity subcontractors recently replaced a malfunctioning cable to my home. In the process, they informed me that there was a "splitter" dividing that cable between me and my neighbor.  Service remains unstable. Can splitting the incoming service be contributing to lack of consistent wifi delivery? 

I know that this "splitting," common in apartment complexes and categorized as "theft of service," can be a problem.  In this case, it seems that the tech who turned on my service (previous owner had DirectTV) took the lazy way out and installed a splitter instead of adding/replacing the second line. The townhomes were built in 1974 and it's doubtful Xfinity infrastructure has been updated since then.

To reiterate, can a splitter on an incoming cable that divides service between two households be the cause of diminished capacity?

Question

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Updated 

3 years ago

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XfinityJorge

Official Employee

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2.1K Messages

3 years ago

Hello @user_fbef70 thanks for contacting our Xfinity Support Team via our Forums. We see that you have some concerns with the cable between your neighbor and your yard. We are here to help clear this all up and make sure we provide you with the best resolution. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
 

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user_fbef70

Visitor

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2 Messages

@XfinityJorge​ This situation has already been escalated to corporate and I am awaiting a tech visit. My inquiry is to see if there is general insight about whether splitting a line at entry between two separate households can cause a fluctuation in service continuity.

Thank you.

3 years ago

0

XfinityJorge

Official Employee

 • 

2.1K Messages

Thank you for the response @user_fbef70 and for the update. It depends on the style of home and judgment of the tech at that time. We are glad to provide you with more info and keep our eyes on all this for you to make sure you are content after the visit, just send us a private message. 

I am an Official Xfinity Employee.
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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

3 years ago

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