Visitor
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1 Message
It there a distance that xfinity will not run cable for
was scheduled for install this am, the tech met me with the question of where the line was near the house. I responded that no one asked me how far from the service i was, he responded that it would cost 'thousands'. No one asked me how far i was from the service line, and seemed irritated when, in response to his statement that the electric line cost a lot of money to install, i informed him that it was only 350$. He responded with there would need to be a 'survey'(?) before anything further was done.....seems that the customer service personnel could do a bit more questioning so as to avoid irritation that seemed to be present in this encounter.
XfinityAirelle
Official Employee
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3.3K Messages
4 hours ago
Hi there. We can certainly understand why that experience would be frustrating, especially if the possibility of a construction charge wasn't discussed before the appointment.
There isn't a single distance at which Xfinity automatically refuses to extend service. When a location is farther from the existing network infrastructure, a site survey is often required to determine what construction work would be needed, whether service can be provided, and if there would be any associated costs.
Unfortunately, the technician typically cannot determine those costs on the spot. That's why a survey is performed. The survey team evaluates the distance, terrain, existing infrastructure, permits, and construction requirements before providing a final determination.
We do appreciate your feedback regarding the installation process. It's understandable that knowing a survey might be required ahead of time would have helped set expectations and potentially saved some frustration on the day of the appointment.
If the survey has not already been requested, we'd be happy to take a closer look at the order and see what the next steps are. Once the survey is completed, you'll have a much clearer picture of whether service can be extended and what, if any, costs may be involved.
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