Visitor
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1 Message
Xfinity says they can't rewire my internet to use a different coaxial - why?
I live in an apartment complex and have 3 coaxials in my unit. The one in the living room is the only one working/wired for Xfinity, but I need to use one in a different room.
I called Xfinity customer service twice now and am told that they can't send a tech out to rewire because a 3rd party has to do it.
I asked my apartment complex and they told me no, Xfinity has to do it and they do it all the time for others at this complex.
What do I do? Is there someone I can call to make sure customer service is correct?
XfinityRyanE
Official Employee
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1.1K Messages
4 years ago
Hello @user_f2e848, thank you for taking the time to reach out to us for help with your connection concerns. We understand the importance of being able to have your equipment in a room that works best for you, and we will be glad to go into more detail on this, and what we can do.
When it comes to internal wirings, such as changing or routing wires through the walls of a home or apartment. This is something that has to be outsourced through a 3rd party. Our techs can not install new internal wiring to route the signal to a different room.
Now if the coax in the bedroom is already routed to our tap, it is possible to send a tech out to simply deactivate one line and activate a different one, but it all depends on how the complex is pre-wired. In some cases, we can route the cable around the exterior of the building, and drill a hole to create a new outlet that is ours. However, most complexes don't allow that type of work and we need management approval to perform that type of work on an apartment complex.
Each situation can be unique to the next, and we wouldn't know for sure what is possible without sending out a tech to check the lines and see what is possible and what isn't. If you like, we will be happy to send out a tech to check on this, and if possible, we should have no problem activating a different outlet in your home. To get started, please send us a direct chat message with your full name and complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Peer to peer chat" 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
Let me know if you have any questions.
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