Visitor
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2 Messages
Tech installed a splitter at tap and signal went to [Edit: Language]
Hello,
Yesterday (3/23) my new neighbor had xfinity installed and the tech that performed the install put a splitter on the tap in my backyard that is shared between myself and my other neighbor. This tap only has 2 outputs on it, and this tech removed both of our existing (active) connections, installed a splitter and then reconnected both of us to it. He then installed his NEW customer to the other tap port.
This has caused signal issues for myself, and I'm sure my neighbor is getting the same levels.
Any help would be great.
XfinityDena
Official Employee
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3.2K Messages
2 years ago
I am sorry to hear that you are experiencing issues since your neighbor had their services installed. I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken?
I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!
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user_35baf2
Visitor
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2 Messages
2 years ago
Hello,
I have confirmed we do not have any other splitters in the house, and the modem is connected directly to the cable from the box outside our house. The box outside has the drop from the pole in it.
If it helps, I have attached a photo of the tap on the pole.
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XfinityDena
Official Employee
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3.2K Messages
2 years ago
Thank you for the photo. I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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