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Tap extension--how to move forward?

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Tap extension--how to move forward?

I am looking for assistance from an Xfinity representative. I am trying to get Xfinity internet installed at my new house. It seems that the previous owners had a different internet provider. It appears that the problem is that a tap extention is needed; however, no one I've spoked to on the phone has been able to tell me who can install one, when it can be done, or if it can be done. We've had two appointments for installation over the past month (1 contractor, 1 Xfinity tech), and neither has been able to install anything because there is no Xfinity line to the utility pole closest to our house. Calls to customer service just result in the suggestion of scheduling another installation appointment, even though the representatve is unable to confirm whether the work at the pole has been done. I am looking for assistance as to how to move forward.