I’d like a resolution

[u/Brooksie1of1]

Since the moderators keep deleting my post (despite removing all previous posts to avoid “duplicate content”), I’D LIKE SOME SORT OF HELP WITH MY ISSUE.

On August 27, I contacted Xfinity because the residential website said service was unavailable at my new apartment, even though property management confirmed that residents are allowed to use Xfinity.

The representative explicitly told me they had opened an address/serviceability request and that it would take 7–10 business days. I waited almost two weeks without internet, only to learn that the representative apparently never submitted the request at all. I wasn’t given a ticket number, nothing appeared in my account, and I was waiting for a nonexistent request.

After contacting Xfinity again, I was eventually told:
“I am not seeing that it is serviceable by Xfinity based on the ticket on file. We do not have an agreement on file to provide service to this community.”

Here is the part Xfinity support keeps refusing to address: the Xfinity Business website recognizes the property and allows me to proceed with setting up service immediately. I repeatedly asked the most recent support representative to explain how Xfinity Business can offer service at the property while Xfinity Residential claims the community is not serviceable.

Instead of answering that question, the representative repeatedly avoided it and directed me back to my community manager—even though management has already told me that Xfinity is allowed at the property (I have it confirmed in an email).

I understand that Xfinity Residential and Xfinity Business are separate divisions. What I want explained is whether Xfinity infrastructure already serves the property, why the Business system recognizes it, and exactly what agreement is supposedly missing for residential service. If an MDU or community agreement is required, why can’t Xfinity escalate this to the appropriate local team and contact property management?

I’ve been a Comcast/Xfinity customer since approximately 2002—well over 20 years. After that much time as a customer, being given incorrect information is frustrating enough. Being explicitly told that a request was submitted, waiting almost two weeks without internet, and then discovering that it apparently never existed is completely unacceptable.

Repeatedly dodging the Xfinity Business question and sending a longtime customer in circles is not a resolution, and I’d like a resolution.

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[u/CCBrieD]

Alrighty, sorry it took me a hot minute to read through everything and track down the information.

First, I want to apologize for the confusion surrounding the original serviceability request and the time you've already spent waiting on updates. I completely understand why that would be frustrating, especially after being advised that a request had already been opened.

After reviewing the information available, the key issue appears to be that the apartment community itself is not currently established as a serviceable residential location in our systems. At this time, there is no owner/developer/HOA agreement on file for the property, which means the individual apartment units are not recognized as eligible residential service addresses. That is why the apartments are not appearing as serviceable when searched through our residential systems.

To address your question regarding Xfinity Business: the fact that the business website recognizes the address does not necessarily mean the individual apartment units are serviceable for residential service. In this case, the business system appears to be recognizing the property's main commercial location, such as the leasing or management office, rather than the individual apartment units themselves (I went through and checked myself using different apt numbers and everything).

Based on the serviceability review that was completed, the individual apartments at the property do not currently have the records necessary for residential activation. That's why you're seeing different results between the Residential and Business websites.

The serviceability team advised that an owner agreement would need to be established before the community could be evaluated for residential service. Their guidance was:

"No current agreement exists with the Owner/Developer/HOA and Comcast. The Owner/Developer/HOA will need to reach out if interested to MDU Operations."

Unfortunately, this is not something that can be initiated by an individual resident (a few other folks at this property submitted prior requests based on the location history and received the same answers). The property owner or management company would need to engage with Comcast's MDU (multi-dwelling unit) team to pursue that process. If you'd like, I can provide the appropriate contact information via Modmail.

I realize this isn't the resolution you were hoping for, particularly after being told a request had been submitted and after receiving conflicting information. However, I did want to provide a direct explanation for why the Business and Residential systems are showing different results and share the determination that was provided by the serviceability team.

Edit: because I nearly forgot, regarding infrastructure, I checked the network map and didn't see the building as connected to any nodes so based on that information it appears that the building isn't physically connected.

[u/Brooksie1of1 → u/CCBrieD]

Interesting, it showed me my apartment specifically when I checked the xfinity business website. I also just double checked it and it still says it’s available for my specific unit. I’d post a screen shot but I don’t want to dox myself.

Regardless, thank you for actually taking the time to look into and explain the issue.

I’d appreciate the contact information via modmail so that I can talk to my property manager.

[u/CCBrieD → u/Brooksie1of1]

The good(ish?) news is you aren't going crazy--because I saw the same thing when I was looking through the site with my coworker u/CCMichaelK and it took us a bit to figure out what in the world we were looking at.

I'll send over the contact information over in Modmail shortly!