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user_5bs1m0

3 Messages

Tuesday, October 17th, 2023 4:11 PM

Closed

Self install without tech visit

I started internet service in my new apartment on 9/25 and trying to activate my (own working) modem using self-install for nearly 22 days.

There is no downstream/upstream signal flowing (the wall outlet is not connected to xfinity).

Previous tenant also had xfinity service in the apartment, I don't understand how the wall outlets get disconnected with xfinity when someone stops internet service (but doesn't get connected when someone starts the service).

I don't know why a tech visit is needed for this.

I'm paying for the service that I didn't use for 22 days.

Question

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Updated 

2 years ago

2.2K

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flatlander3

Problem Solver

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1.5K Messages

2 years ago

Apartments can be problematic with wiring.  Nobody is going to be able to tell you how your place is wired.  Is there another coax jack you can try?  Perhaps only one is active in your unit.

Self install if it's not connected at all?  Do you have access to where the service enters the building?  The connection to your unit may be rolled up and labeled.  You'll want to install an "MoCA point of entry filter" too if you are using Xfinity equipment.  If you don't have access and can't trace the coax yourself, you'll likely eat the tech visit cost to hook it up.

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user_5bs1m0

3 Messages

There are 5 outlets and we tried all 5 of them (with 3 different working modems and 3 different coax cables).

Xfinity confirmed that there was an active xfinity connection 25 days before we moved in (we haven't used verizon/t-mobile in this unit).

This is a multi-story apartment complex and only xfinity has access to their wiring room (this is where the problem is IMO).

2 years ago

0

user_5bs1m0

3 Messages

After talking to xfinity agent (Matt), he said that he will try to waive the 100$ by checking with his supervisor and called us back in an hour to confirm that the (supervisor agreed and) 100$ will be credited to the account.

I'm glad that xfinity is ready to go an extra mile, but irrespective of whether this tech visit is paid by xfinity/customer (it will indirectly affect both parties).

My wild theory is possibly the tech (third party) + apartment maintenance is doing this deliberately.

2 years ago

0

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