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user_stat3s
1st Topic

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4 Messages

Tuesday, August 11th, 2026 8:08 PM

Request for New Tap Installation

Multiple requests and no clear action.

Utility pole outside house. Xfinity cable passes by house. Underground conduit in place from pole/cable to house.


A tap was to have been installed yesterday, August 10, 2026. 

How to properly engage Xfinity so that the tap and far, far less than 300' of cable are run to the house.

Thank you!

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1 day ago

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XfinityNatalie

Official Employee

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979 Messages

7 days ago

Hey there, user_stat3s! We appreciate you reaching out to us with your installation status concern. Rest assured, you have reached the right place for assistance with this matter. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. In this case, we will need to access your account to check into this for you. We may now proceed in a direct message. 

 

 

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user_stat3s

Visitor

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4 Messages

@XfinityNatalie​ Understood. Thank you. Are we proceeding? I will wait to hear from you. Thanks.

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7 days ago

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XfinityAmandaB

Official Employee

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3.4K Messages

7 days ago

user_stat3s Thank you so much for the post for help with this new line and getting a new tap. Taps are normally installed when services are set up. Do you currently have an active account with us? If so, that would be a standard tech appointment. If not, we would set up an account and services with a pro installation appointment.

If services have never been installed at your location before, there may be additional steps still needed that would be addressed by our serviceability team and/or our construction team. That would have its own process, and you would have to speak directly with them for next steps. A ticket is the standard process for that, and any return communications can take a few days after any updates.

As for the line, if still a temporary connection, there may be slack in the line till the permanent connections are installed. It does sound like there is still a construction project in progress, and that would need to be completed before any taps can be connected and services installed. Our serviceability team would provide an update once that was done.

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user_stat3s

Visitor

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4 Messages

Thanks for the reply. This is NEW service at the home. There is an overhead cable line passing next to the house. The request is to install a tap and a length of cable < 300'.
Previous requests have not seen action. It is not clear to me why his is happening. I would expect the construction team or a related team to install the tap. The neighbor has cable. One suspects serviceability is not an issue.
Best if this is resolved with a complete picture of what's in place. To date, this is not happened.

Thanks

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6 days ago

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XfinityAmandaB

Official Employee

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3.4K Messages

Of course, and I apologize, but serviceability is a concern since that is what creates a location number for us to connect the work order to directly. Without that, all work orders would be attached to the nearest service location, and we would not be able to access that information without that customer's permission. 
I can check on any construction/serviceability request that may have already been entered since that is needed to connect a tap. A location number would be needed to then identify the location of the new tap to be installed. You can not have one without the other.

A serviceability ticket would be an HS ticket. Have you, by chance, been given one of those? 
If so, you would be notified when your address has been added after the correct steps have been taken to make sure we can get that tap installed for you if not done at the completion of the construction. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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6 days ago

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user_stat3s

Visitor

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4 Messages

I have a ticket. I am seeking action on adding a tap to an existing overhead line. I have not heard back from construction services, but rather from office people.

Are you able to help me get detailed information on why a second coax cable installation across five or six utility poles is needed? Seems silly. Two cables running in parallel confuses me. 

Thanks

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1 day ago

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XfinityMatthew

Official Employee

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2K Messages

@user_stat3s Let's check the ticket and see what is going on. Send us a direct message with your full name and service address, as well as any ticket numbers you have.

 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "Start New Conversation" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 
How to: Direct messaging withing the forum.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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1 day ago

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