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user_grpt0p
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Friday, February 16th, 2024 7:38 PM

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What happens if HelloTech cannot fix my coax outlet?

Hello,

I am attempting to get service at my apartment/condo I recently moved into. The coax outlet is non-functional, per an Xfinity installer. Ibwas referred to HelloTech for further repair. 

After depositing a fair amount of money, an appointment has been scheduled.

It's an older apartment building. Outside, I can see a black box on the wall, near the electric meters. There are coax cables coming out and going to the individual apartments. Apparently, this will need to be done for my unit as well?

Will HelloTech be able to handle this?

Should I report this as a service outage?

Question

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Updated 

1 year ago

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0

user_grpt0p

6 Messages

1 year ago

The Xfinity installer explained that new coax will have to be run to my apartment from the building's exterior terminal.

HelloTech says they are coming out for a service called "In wall cable running" and that they cannot install through brick or concrete?

7

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XfinityThomasD

Official Employee

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1.2K Messages

 

user_grpt0p Thanks for creating a post on our Community Forums. Was there a phone number provided for the technician that will be coming out? I would recommend contacting them to make sure they are able to properly assist you in having the new line and outlet installed. I would assume that they are checking the house details before scheduling the appointment, but you never know.

 

I am an Official Xfinity Employee.
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1 year ago

0

user_grpt0p

6 Messages

@XfinityThomasD​ Thank you for the reply. There is apparently no way to contact the HelloTech person, or add a note to the service order. Guess we'll see how it goes. I will follow up here with the details.

1 year ago

0

XfinityDemitrius

Official Employee

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1.8K Messages

@user_grpt0p There are a few services that we do not provide such as wall fishing and more. Do you happen to have any additional information to share about what the technician determined to be the issue and the referal to HelloTech? 

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

1 year ago

0

user_grpt0p

6 Messages

@XfinityDemitrius​ There is a coax outlet, but it is non functional. The line goes from there through the wall, into the closet, and up into the ceiling. (There is an apartment upstairs.) That's as far as I know.

Outside, I can see the cable coming from the ground into a large box mounted on the wall. There are coax lines running from the box, along the outside walls, into different apartment units. The Xfinity tech was unable to find the cable coming from my apartment at this box.

Regretting my decision to move here at this point! Hehe;)

(edited)

1 year ago

0

XfinityArmand

Official Employee

 • 

2.1K Messages

Oh no!  It sounds like you don't have a singe outlet in you unit!  That actually happened to me a few years ago when I moved into my place here in Philly.  My landlord would up having to have a line ran and outlets installed in my living room and bedrooms.  We are glad to take a closer look into this for you @user_grpt0p.  Please feel free to shoot us a private message so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

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 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

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 • Press Enter to send it

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

1 year ago

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