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Lynn_p
Conversationalist
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Frequent Visitor

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14 Messages

Tuesday, November 7th, 2023 11:55 AM

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Tech removed my internet connection to install neighbors internet

What is the yellow Comcast cord sticking out of cable box behind my house? It’s hanging outside the box and an orange drop coax cord is in its place and now I have no internet. Wanted to add. tech came out yesterday to install new neighbors internet. I don’t know what the tech did but whatever it was interrupted my service. I really hope the tech did not disconnect my service so our new neighbors could have internet. New neighbors moved in less than a week ago, I’ve been a customer for 10+ years. 

Question

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Updated 

1 year ago

352

1

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XfinityChristy

Official Employee

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2K Messages

1 year ago

@Lynn_p Thank you for reaching out about this connection issue. The orange cable is a temporary line until a permanent one can be installed but the work on your neighbor's connection should not disconnect your services. I would like to take a closer look at things so that we can get to the bottom of this issue with you. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (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 which 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 

3

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Lynn_p

Frequent Visitor

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14 Messages

@XfinityChristy​

I have a tech coming out today. I understand stand that is a drop cable for temporary service and I am 1000% the work done to my neighbors house has caused interruption to my service. I was irate because the happened when my previous neighbors moved in. To prove I was right I took a splitter hooked the yellow cable and hooked the orange drop cable to it and behold I had internet again. Don’t worry after finding out my internet came back on I took the cables off the splitter and put everything back the way the tech had it. I’ve called xfinity about this numerous times. If my neighbor has a problem with their internet I have a problem with mine and vise versa. It’s very annoying and have had enough of it. Everything in my house is run by WiFi and LAN EVERYTHING. So while I’m sitting here with no internet, a 10+ year customer that pays my internet bill every month, my new neighbor which moved in here literally less than a week ago is enjoying their internet.

1 year ago

0

Lynn_p

Frequent Visitor

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14 Messages

@XfinityChristy​ well the tech came. I told him exactly what I did with the splitter. He went out to his van got a splitter and installed it like I did and behold it works again. Customer service told me that service work to my neighbors house wouldn’t affect me when I called numerous times yesterday and I knew I was right. Tech was great he will get a 10 star rating from me cause I told him exactly what I did and knew what the problem was and not once did he question me he just did it. He was literally here less than 5 minutes 

1 year ago

0

XfinityAmira

Official Employee

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4.1K Messages

@Lynn_p, thanks for providing us with this update, much appreciated. I'm so happy to hear that the tech was able to get you all taken care of. I do apologize for any inconvenience or frustration we caused you with this. What you encounter over the phone, is never the experience we strive for our customers to receive. We value your loyalty and thank you for hanging in there with us throughout this. 

 

Please be sure to let us know if we can be of any other assistance, we're here to help. Thanks for being the best part os Xfinity. 

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1 year ago

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