1 Message

Thu, Apr 22, 2021 11:36 PM

New Construction: No response from Xfinity for service/installation requests

Hi Guys, 

I would appreciate it if anyone can help me or tell me what I need to do to get service at a new construction as this has been my most frustrating experience with Xfinity. I have never had any issues with anyone from the customer service but this time it seems like I can't get anywhere. 

I am moving to a new house, which is a new construction. Knowing that the pandemic is causing delays, I started contacting Comcast online support early (about 2 months ago) to get the internet installed at my new house. They said that it would take around 3 weeks to get someone to do a site survey before they can hook the lines up. So I asked them to schedule the site survey and they said someone would contact me for that. I never got any calls or e-mails back so I tried again after a few days and again waited with no contact from anyone from the Comcast side.

After a week or so I went to my local Comcast office as the online rep said that they can schedule someone easily to contact me. So I talked to a salesperson who said they can schedule someone to call me for the survey. Then I waited again for a week and got no calls .. so I e-mailed the Rep and he said that he will try again.. Anyway, I have a chain of e-mails from the past month or so, and two weeks ago he said that he escalated the request to Tier 2 to get me to support faster. After a week again of no contact, I went back to the office and talked to another salesperson who said that he doesn't see a single request for my new address. This is extremely annoying! I understand that one request can get messed up here or there but it's been almost 2 months and I haven't gotten anywhere. My move-in date is like a week from now and I know that I won't get service .. but what's worst is that I don't even know when I would be getting any service?

I would appreciate it if anyone can suggest any way of getting this done quickly. I am extremely annoyed and I don't want to pay for a service that I won't even get (under a contract right now). 


Official Employee


273 Messages

2 m ago

Hello, @ach4112! Thank you so much for reaching out to Comcast Community Forums today. I do apologize over the frustration you have gone through to verify Comcast serviceability to your new home. You definitely should have had some sort of feedback by now. We would be more than happy to take a look at your serviceability request for you. 


Please send us a private message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.


Thank you!

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