Visitor
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1 Message
Internet Installation Location
Hello,
I am glad to have my internet service active; however, I am not satisfied with the way my installation was completed and would like this to be corrected.
I specifically requested that my router be installed in the living room, as it is the most central and practical location in my apartment. Instead, the technician installed the router in my master bedroom, which is not an acceptable or comfortable solution. The explanation provided was that the living room wall plate only contained a Cat 6 cable and no visible coax connection. However, the coax outlet that was used was located on the opposite wall from where I requested the installation.
With standard installation tools and techniques, the receptacle box could have been removed to locate the coax line, or the connection could have been split or re-terminated to the living room outlet. I believe this could have been resolved during the original visit if additional effort had been made. Having a router installed in the master bedroom is simply not ideal, while the living room placement aligns with best practices for coverage and usability.
I am not submitting this feedback merely to complain. I am requesting that this installation be completed correctly, in the originally requested location, and I would appreciate a no-charge return visit to resolve this issue. I am confident this can be corrected to meet standard installation expectations and provide the customer experience I anticipated.
Thank you for your time and attention. I look forward to your assistance in making this right.
EG
Expert
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115.7K Messages
3 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityChristy
Official Employee
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2.7K Messages
2 hours ago
Hello, user_0vfs3y! Thank you so much for reaching out and sharing such a detailed breakdown of your experience. I truly appreciate your patience, and I can completely understand why having the router in the bedroom isn't the ideal setup for your home's layout, especially when you’re looking for that perfect, central coverage in the living room! I genuinely want you to be happy with your installation. While our technicians are the experts on-site and usually make placement decisions based on the strongest available signal path, I hear your concerns regarding the living room outlet loud and clear.
I would be more than happy to schedule a follow-up appointment to have a second technician take a fresh look at the wiring for you. I do want to be transparent and mention that if there is a physical limitation with the coax line or the wall structure, they may not be able to change the current setup—but I agree that it’s worth a second set of eyes to see if we can make your preferred location work!
To get this scheduled and discuss the billing for the visit, could you please send me a Direct Message with your full name and service address? I’m looking forward to helping you get this resolved!
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
(edited)
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EG
Expert
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115.7K Messages
2 hours ago
@user_0vfs3y
If any wall fishing is involved, be advised that the Comcast techs do not do any wall fishing / hiding of the coax wiring. They will only install wall plates / outlets on a wall that faces the outside by running external wiring on the outside of a building and drilling a hole through from the outside to the inside to get the wiring in. If you want / need wall fishing, you will need to hire a local contractor, such as a low-voltage electrician. They also refer to a service company that they have partnered with. See this article: https://www.xfinity.com/support/articles/hellotech-overview
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