1 Message
Why is my home marked as fiber internally to xfinity when it is not?
I have had intermittent issues with my service and since moving to an area without fiber back to standard copper. I called earlier to see what it would take to get fiber for my neighborhood since fiber is available in the neighborhood over. I was told that my house was already fiber and that I could upgrade now to get the new speeds - symmetrical up and down at Gigabit x10 - with a new modem. I told the rep that I didn't have a fiber connection or ONT and was told that "They don't need that and you can get the speeds with the coax". I didn't think that was possible but I took their word for it and can confirm that the information was not correct. I purchased an upgrade that was not quite what was promised and was very confused. I called back after a few hours of trial and error and was told again that my "house was marked as fiber" and in fact my "entire neighborhood" was marked as fiber.
So, what I would really appreciate help with:
- Why is my house/neighborhood marked as fiber internally in the xfinity system if nobody is actually on fiber and are using plain coax? How do we remediate this issue?
- How can I actually go about starting the process of getting my house/neighborhood on fiber instead of/in addition to the existing coax system?
I would greatly appreciate any help on the matter! I genuinely miss the upload speed and overall uptime of fiber, and since my neighborhood is all tech workers/remote workers the intermittent slow speeds are really starting to cause issues.
Thank you in advance for reading and for your time.
KC
XfinityLinda
Official Employee
•
1.8K Messages
11 months ago
Thank you, @kcaccts, for connecting with us here in our community about your fiber concerns. You have reached the right team for assistance. We will have to look into the account, so we may see if you are in our upgraded Next Generation speed areas. Please send us a Direct Message with your full name and address, so we can pull up your account.
For your information, some areas are not yet upgraded, but we cannot request them to be upgraded. This is all in the plans for the future, but we do not have a timeline for it. We will have to wait patiently for all areas to complete. You are able to review this: https://www.xfinity.com/network site which will keep you informed. You can also sign up for text message notifications for the process in your area.
To start a Direct Message: 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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