If this is a new service installation / new move-in, the other end of the line has probably been disconnected from the Comcast feed. It's quite typical. You likely need a tech out to reconnect your premises to the active Comcast feed at the main splitter for the building / premises. If it's a multiple dwelling you can try to get the owner / manager / maintenance person to do it. You won't be able to activate the service with the app if your line is not connected to the system. Good luck ! And please post back here with how things turn out.
user_zbpbkt, thank you for reaching out and creating a new post. As @EG stated, it sounds like we may need a tech out. I took a look at the account, and I see we already have plans to come out soon. Can you tell us more about the issues you ran into when activating the service and any troubleshooting you've tried so far?
EG
Expert
•
122.4K Messages
28 days ago
If this is a new service installation / new move-in, the other end of the line has probably been disconnected from the Comcast feed. It's quite typical. You likely need a tech out to reconnect your premises to the active Comcast feed at the main splitter for the building / premises. If it's a multiple dwelling you can try to get the owner / manager / maintenance person to do it. You won't be able to activate the service with the app if your line is not connected to the system. Good luck ! And please post back here with how things turn out.
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XfinityVianney
Official Employee
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3K Messages
26 days ago
(edited)
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