Skip to main content
user_26bbko
1st Topic

Visitor

 • 

3 Messages

Saturday, March 7th, 2026 3:21 PM

Technicians Refuse to install Coax line to house

Hello,

I am a new customer with Xfinity. I signed up online for internet only service about a week ago and I am providing my own modem. When I completed the sign up process, the website directed me to connect my modem to the coax jack in my home and go through the setup and I'd be connected. This is impossible, as I do not have a coax line run to my home or jack. There are no coax jacks throughout the entire home. I went through the live chat system to schedule a professional install, with a $100 fee.

The first appointment was yesterday, 03/06/2026, and the tech looked around my home, found no coax jack, and told me I would need to pay a third party to install one and left. I called Xfinity and after being on hold for 30 minutes, explained to tech support that I do NOT have a coax jack in my home, as this is a new install for a new customer, and I need a line run from the pole in the backyard to my home. I also explained I have paid for professional installation, and phone support confirmed with me that Xfinity needs to run the line to the home, not a 3rd party that I contract. I was given another appointment for a professional installer the next day.

Today, 03/07/2026, the technician showed up, did the same thing, and informed me I had to contract with a 3rd party to install a coax jack in my home and they could do nothing. They gave me a business card for a company called "Instacab" with the following contact information: [Edited: "Personal Information"].

I called the Instacab company and explained how the Xfinity technicians wanted me to contract with them and get a cable run to the home. They said they have been getting a lot of calls about this lately and explained they cannot work on the infrastructure from the pole to the home, that MUST be the cable company. They are happy to run wire within/around my home, but they cannot touch the pole and ISP equipment.

I am getting very frustrated, why is Xfinity sending technicians to my home who waste my time, lie, and are ineffective? I need a professional person/team (whatever it takes) to run a coax cable to my home to connect me to the service I'm paying for. I'm reaching out here because I want to try a different method of support as clearly the live chat and phone options have not yielded good results.

Regards,

user_26bbko

Question

 • 

Updated 

16 days ago

 • Edited

12

1

0

Oldest First
Selected Oldest First
XfinityJoe

Official Employee

 • 

1.2K Messages

17 days ago

Good morning @user_26bbko Thank you for choosing Xfinity as your provider. I apologize for any frustration. Our technicians will connect and run external lines. They will need a coaxial receptacle and wiring to complete the installation. Our technicians do not perform any wiring work inside the home. When I moved into my home, I had to have an electrician come out before Xfinity could complete my installation. 

4

0

user_26bbko

Visitor

 • 

3 Messages

Hello,

I don't understand how this is supposed to work. How can a coax receptacle and accompanying wiring exist when the wire doesn't have anywhere to go to or come from? Without the wire from the pole to the house, even if I do contract a drop from a third party, where to they run the other end to? No one is explaining things to me in enough detail to take any meaningful action. Assuming what you say is correct, tell me exactly what I need to have the "Instacab" company do and how. I know where I want the receptacle inside, but I don't know where they need to run the other end of the cable to have them come out and do it.

Can I assume that once the jack exists inside and the other end of the cable is somewhere appropriate, the next tech that comes out will actually run the wire from the pole to the home and make the connection to the (then existing) home coax wiring then?

Thanks,

user_26bbko

Like

Reply

17 days ago

0

XfinityEricB

Official Employee

 • 

3.2K Messages

 

user_26bbko The company you hire will install the outlet(s), and run cabling either through the wall to either above or below the home, or possibly along the outside of the house depending what you tell them you prefer. Cost will vary depending on how you want it as running it inside the home only with no cables on the outside of the home to one spot outside requires wall fishing which is more expensive. They will run the wire you want and how you want to a specific spot outside the home, and should put it within a covered box outside the home that combines all cable wires in the home to that box for connections. That would be the connection point our tech would run a line from our access point outside to connect to the in home cabling. 
 
They won't be doing any work outside to connect to our service, we just need the outlet installed with the wire ran to a connection point outside the home. We will do the line from our pole to the connection point they install somewhere outside the home. Hope this helps clear up any confusion, and we are happy to answer any other questions you may have. 

 

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

Like

Reply

17 days ago

0

user_26bbko

Visitor

 • 

3 Messages

Hello,

I appreciate the clarification, I am in the process of scheduling the coax drop installation with a third party and will reschedule the Xfinity technician appointment once that has been done.

In the meantime, can I start the process for getting a refund of the $100 professional installation fee? Since the technician will only perform a standard outside drop, that is typically included in a standard service activation no? I haven't been charged for it yet but I need to make sure it is removed from my upcoming bill since it is no longer necessary.

Thank you,

user_26bbko

Like

Reply

16 days ago

0

XfinityEricB

Official Employee

 • 

3.2K Messages

 

user_26bbko That fee would still apply as it's for getting the outside line hooked up to the home, and also confirm service is working on either our equipment or your own in the home. The install fee is for having a tech come out to set up the service fully. It shouldn't be charged though until the work is completed. 

 

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

Like

Reply

16 days ago

0

forum icon

New to the Community?

Start Here