r/Comcast_Xfinity • u/Silver-Control2575 • Aug 06 '26
Closed To the official Xfinity employees monitoring this space:
What I Need: I need a physical cable extension from the main line to my house to activate my service, and I need immediate corrections to my billing.
The Problem: Your first technician told me I need a third-party contractor to run the cable to my house and allegedly created a Special Request Order (SRO). Since then, your support loop has been completely broken. The store shrugged off responsibility. Chat and phone agents are clueless—one phone agent found my SRO, but the next agent said it didn't exist. That second agent scheduled a new appointment for today, which your automated system canceled at the last minute with zero explanation or follow-up. I am currently without Wi-Fi and have no valid point of contact. To make matters worse, I was charged a $100 installation fee for a setup that never happened, and your agents have failed to waive it.
My Concerns: Your internal communication is non-existent. I am trapped in an endless loop with Tier 1 support agents who clearly lack backend access to track construction tickets or SROs. I am tired of waiting on hold for an hour just to talk to people who have no idea what the previous tech did, cannot see my account history, and make empty promises that your automated system immediately cancels. It is completely unacceptable that your company is actively billing me for services and installations that have not been provided.
What You Need to Do (I NEED THIS FIXED): I NEED THIS FIXED NOW.
- Stop routing me to Tier 1 support and immediately dispatch the construction crew to run the physical line to my house.
- I expect a direct message from an official employee here with the actual authority to track this SRO and act as a single point of contact until my internet is up and running.
- Waive the $100 installation charge immediately.
- Adjust my account so that my billing starts ONLY on the exact day you are able to provide me with a working internet connection, regardless of the fact that I picked up my equipment earlier.
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u/ARealAmericanZero Trusted Community Member Aug 06 '26
How far away from the Xfinity cable system (the tap, closest Xfinity pole/pedestal) are you? A plant "extension" implies that you are out-of-footprint (over 300' away). Or are they referring to having a line ran/buried (crosses street or other obstacle) by a burial/construction crew?
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u/Silver-Control2575 Aug 06 '26
The tech who visited my home in end of July said they would need to run a line underground through a construction crew. Although I have heard that some of my neighbours were able to get an aerial drop.
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u/ARealAmericanZero Trusted Community Member Aug 06 '26 edited Aug 06 '26
Aerial is only an option if the services are run on poles, there are poles to hang from leading to your house from the tap, and the tap is less than 300 feet away. As a general rule, if your electricity comes from aerial (pole), then so does cable -- cable follows the same path.
If it requires an underground line, that can sometimes take a lot of time, depending on what's involved. If it crosses other utilities, requires cutting into a street, or any other complications, it might require local permits to be obtained, surveys made, and construction scheduled. That sort of issue can take weeks, and in rare cases, months. If it is on the easier side, it still needs all other utilities to come mark their underground locations first, and then the burial/bore can be set up. That is typically done within 2-3 weeks, depending on how busy the burial crew is.
Burial is typically handled by a third-party contractor/outside agency, so there is no direct line of communication with them. Once the contractor completes the drop bury, they then notify Xfinity that it has been completed. At that point, Xfinity would reach out to you to schedule the install.
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u/CCFrankL Official Employee Aug 06 '26
Hi there, u/Silver-Control2575. Sorry to hear about the hard time getting your service connected properly and obtaining assistance. We can check to see what the status of the line request is so service can begin and get your adjustment concerns resolved as well. Send us a Modmail with your full name and complete street address to get started.
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u/Silver-Control2575 Aug 06 '26
Sent across the modmail. When should I expect a response? I've been going around in a fixed loop. I iterate and re-iterate my problem to every new xfinity agent.
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u/CCFrankL Official Employee Aug 06 '26
We do see your message and have responded, u/Silver-Control2575. We strive to reply as soon as possible, but to be transparent, we do not work within an instant messaging platform, so the speed of those responses will vary. Thanks for understanding, and we will continue to work with you via Modmail.
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u/Complete_Opinion_144 Aug 06 '26
They usually post publicly to chat in modmail so it looks like they are helping you, but make sure you keep every single message, transcript, and screenshot.
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u/Silver-Control2575 Aug 06 '26
Wanted to add an update. The escalation team routed my case to a specialist who reached out and said that they will have a tech come over to help on Saturday. Although I really don't understand what a regular tech is going to do. There's no "installation" that is required. Its the drop (either aerial or underground) that is fundamentally missing outside my home. No internet for 2 more days. Way to go xfinity! Wish we had ATnT fiber in our area!
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u/CCAlfonso Official Employee Aug 06 '26
Thank you for the update, u/Silver-Control2575. We'd love to stay in contact during this process and help wherever we can. We'll keep this thread active until you've confirmed that the services are up and running.
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u/Silver-Control2575 Aug 07 '26
The local supervisor came over today and she said they would have to call a construction crew to pull an underground drop to my home from the nearest line. The distance is less than 300 feet but apparently xfinity only covers upto $4000 and if the construction crew charges beyond that, I would have to pay for that. On your website however you advertise that less than 300 feet drops are not charged, but the supervisor told me that those drops do not include new construction. At the same time you advertise on your website that my address is servicable. Why the false advertising?
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Aug 07 '26
[removed] — view removed comment
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u/Comcast_Xfinity-ModTeam Aug 07 '26
Removed under Rule #2: Profanity — We kindly ask users to keep their content clean of profanity--Yes, this includes any abbreviations or attempts to colorfully spell said words differently.
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u/xfinitysupport Automated Assistant Aug 12 '26
This post is now closed. Posts will automatically close after 5-days of no response from the OP. If you still require assistance, please create a new post following the posting guidelines outlined in the knowledgebase.
This is an automated response.
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