It’s Comcastic, or: I Accidentally Bought a House Without Cable

UPDATE: Be sure to read my follow-up post. Spoiler Alert: It has a happy ending!

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This is a very long post, but it needs to be long to properly document all the trouble we’ve gone through with Comcast. In short: We moved into our new home in January after verifying that Comcast was available. They said no problem, and we ordered their service. After moving in, and only after a month of confusion and miscommunication, we discovered the truth: There’s no Comcast service on our street.


Late last year we bought a house in Kitsap County, Washington — the first house I’ve ever owned, actually. I work remotely full time as a software developer, so my core concern was having good, solid, fast broadband available. In Kitsap County, that’s pretty much limited to Comcast, so finding a place with Comcast already installed was number one on our priority list.

We found just such a place. It met all of our criteria, and more. It had a lovely secluded view of trees, a nice kitchen, and a great home office with a separate entrance. After we called (twice!) to verify that Comcast was available, we made an offer.

January 29, 2015

This was our first interaction with Xfinity. Earlier in the month we had placed a separate order with Comcast Business for stand-alone Business Internet, but they said they couldn’t provide us with service, so they cancelled the order on us. They suggested that we contact Xfinity and get consumer TV and Internet instead. That sounded like a fine idea to us, we like TV! So that’s what we did.

We ordered our service on January 29th. We went with the Digital Starter package and the “Blast 105” Internet service with a 2-year contract, very standard. They told us that we would have a tech visit us to do the install on January 31st between 10 AM and 12 PM.

January 31, 2015

The tech came out as scheduled. The first thing he expressed to us was surprise that we didn’t already have a Comcast box on the side of the house. We searched the property, and in fact, there was no Comcast box anywhere. Now, there is a coax utility box, but it wasn’t Comcast’s. That originally confused both of us, but on further inspection, the utility box with coax running into it used to be hooked up to a satellite system on a pole near the house (with the dish now removed), so it wasn’t CATV at all.

The tech told us that in order to get service, we’d need to have coax run from the road to our house, which would probably also involve installing a new service pedestal along the way. He called to set that up for us, and told us he was going to do something called a Drop Bury Request to bring in service. He filed a ticket and went on his way.

February 3, 2015

Not having heard anything from Comcast, we called them on the 3rd to confirm the Drop Bury Request. They gave us a ticket number (#027246726) and promised us that someone would call or email us about it.

February 6, 2015

We hadn’t heard anything from Comcast, so I placed a follow-up call to their support line. We were told nothing. The support person couldn’t even look up our ticket number for us, so we ended the call.

I decided to call back a few hours later and spoke with someone named “Walter”. They were also no help. So I called back a third time and spoke with “Leila”, who scheduled another tech visit to come out and see what was going on on February 9th.

Around this time, we had an un-expected and un-scheduled visit from a technician, before the 9th. Regrettably, I didn’t write down his name or the exact date of the visit. He just appeared out of nowhere and asked us where our cable box was. We explained that we didn’t have one, but that we did have a Drop Bury Request in place. He looked perplexed. He told us that there was no way a Drop Bury Request could possibly get us hooked up, we were too far away from the cable infrastructure. We asked him to contact someone at Comcast to get things resolved, and he left.

Februrary 9, 2015

The scheduled tech dropped by on the 9th, as promised. Just like the previous two techs, he had absolutely no notes on his work order about any Drop Bury Request, any pedestal, or any construction. He just showed up expecting to hook up a cable box and go on his way.

We explained, yet again, that we did not have cable service to the house, and that we were trying to find out how to get it serviced. He couldn’t help us, but he promised to escalate the issue to Comcast Engineering.

Well, that sounded extremely promising. He said that Engineering would be able to get things moving, and then he left.

February 12, 2015

On the 12th, I called and spoke with a Comcast salesperson named “Lee” to ask about progress. There were two big issues on my mind. First, what does “serviceable” mean? All along every step of the process, Comcast kept promising us that our property was “serviceable”. What precisely does that mean? The Comcast support agent told me that “serviceable” meant that there was a cable run to the house.

That was a bit of a stunner. I explained, very clearly, that there was no cable run to our house at all. How can our property be called “serviceable” if there’s no cable here? They didn’t really have an answer for me.

But, more importantly, the second issue I wanted to know about was the progress on the Comcast Engineering request. I was put on a brief hold, and the support agent came back to tell me that they were working on it. His exact words were, “They assured me that they will bring you service.”

That was good enough for me, I figured things were moving along fine.

February 13, 2015

I just wanted to follow up on the Engineering Request and get more information, so I called again on Friday the 13th to find out what the next step was. I spoke with a sales support agent named “Jessica”. I explained the history of my requests, and she looked at all the notes on my account. At this point she put me on a lengthy hold to “speak with Engineering”.

She came back onto the line and told me that things were progressing just fine. Good news! They’re just in the process of pulling permits for construction, which can take a long time. She said they might have some more information in about a week.

Well, I was overjoyed. I figured that was that, the wheels were finally moving. Little did I know.

February 17, 2015

Again, I wish I had written down the exact date, but another tech came by unannounced. Just the same as the other techs, he had no knowledge of any engineering request, no knowledge of any Drop Bury Request. And, just the same as the other techs, he thought he was just going to install a cable box and go on his way. Needless to say, there was nothing he could do, so he left.

We had a second visit shortly after that from a site surveyor, who said he was just looking for the nearest cable node. He wasn’t there to bring us service, just do surveying. He mumbled something about how it was going to be a very expensive job, then left.

February 20, 2015

So, I gave it about a week. I called back on the 20th to find out what progress had been made. I spooke with “Matt” in Sales.

Matt looked at my notes, and said he couldn’t find anything about an engineering request. He said that engineering doesn’t necessarily update your notes anyway, so it wasn’t that surprising, but there was a bigger problem: He said that my order had “timed out” because it sat so long. He would need to re-order service for me.

I was floored. “Timed out?” How can that even happen?

Anyway, I took the opportunity to upgrade my order to an even more expensive plan, hoping that “greasing the wheels” of capitalism would make the process move a little faster. I asked for the works—The Digital Preferred bundle with TV, Internet, telephone, HBO, HD, the whole shebang, with a two-year contract. Couldn’t hurt, right?

“Matt” then told me that in cases like this, Comcast can often do a “temporary drop” to get service started while waiting for construction. Well, awesome. I didn’t actually expect a temporary drop to work, but I figured it was worth trying. So he scheduled a tech to come out between 8AM and 10AM on the 21st.

February 21, 2015 – Morning

The tech showed up at about 9 AM. The very first thing he said was, “I hate to tell you this, but I don’t think you have cable!”

Wow. Really? Do you think?

Just like each and every tech that had come out before, this one had absolutely no notes on his work order about our situation. He was just there to hook up cable. He said there was no way he could do a temporary drop because we didn’t have cable run to the house. He left.

February 21, 2015 – Afternoon

At this point I called Sales again to figure out what my status was. I spoke with “Pat”. What Pat said shocked me. According to her notes, the work was done. On the 17th, she claimed, the survey work was done. Then, on the 21st (the same day) the installation was done. So, according to her, we now had service.

I explained that no, we did not have service. No outside work had been done. No construction had been done. No engineering work had been done.

To move forward, we had to open a whole new order for service, same as before.

And what about that Engineering request? Well, Pat couldn’t find any reference to an Engineering request. She saw nothing in my notes to indicate that any Engineering request had been made.

She opened a new “ER-1” Engineering ticket (#027574739) for me and promised that I would be called or emailed within 24 hours.

February 22, 2015

I gave them their 24 hours and heard nothing, of course. I called back and spoke with “Mark” in Sales. He looked over my notes, and told me that the ER-1 ticket had been closed as an “invalid ticket” because it did not involve a Drop Bury Request.

To his credit, Mark seemed pretty shocked at how I had been treated. I explained that we’d been visited by six techs so far and all of them had said the same thing. I explained that we’ve been trying to get new construction. I explained how frustrated I was.

I think this was the most productive call I’ve had so far, because I finally got the clear picture of what’s going on. Somewhere in Comcast’s system, there’s a check box that says that I already have cable service to the house. Every time I call to ask about new service, someone looks at this checkbox and concludes that I don’t need construction. Whenever a ticket is opened in regards to construction, it’s closed automatically because the system believes it’s not necessary. So I am literally in a Catch-22.

Mark did give me a good lead. He gave me the phone number for the Comcast New Construction Department (1-866-772-2281) and told me that I should give them a call on Monday. They deal with new home construction, subdivisions going up and so forth, so they may not be exactly the correct department to call, but hopefully they will have more information than Sales has.

Mark also claims that he has opened a New Serviceability Check request. I anticipate that nothing will come out of that.

February 25, 2015

This has been a very interesting week.

On Monday, this very blog post made its way to the Comcast planning office via a follower on Twitter who (and I promise I did not know this) works for Comcast. They called me almost immediately and were very apologetic about the entire situation, on a personal level.

This led to a serviceability engineer coming out to measure the exact distance from our house to the nearest Comcast plant. It turns out to be approximately 2500′.

I was given a very rough initial estimate of $20 per foot to do the line extension work. Now, that sounds high to me. I don’t know what will come of this, but at least there’s some movement going on, and that’s more than I could have dreamed possible a few weeks ago.

The next step will be for their engineering department to work out exactly how the cable would run, via what poles, how much is underground, etc., and come up with a final price.

February 26, 2015

Oh, this is fun. I got a call from a generic Comcast call center this morning asking me why I cancelled my latest installation appointment. Insult to injury, they started to up-sell me on all the great things I’d be missing out on if I didn’t reschedule! I just hung up.

I don’t anticipate this had anything to do with the line extension. It was just what happens whenever you cancel an installation, I guess. Still, I cursed under my breath.

March 2, 2015

It’s now been 34 days since the saga began. Right now, things are in a holding pattern. I’m still waiting to hear back from Comcast about what the total cost for a line extension will be, and I’m sure it could take a few more days (at least) to get the results from Engineering.

In the meantime, I have done a tremendous amount of research about CATV infrastructure, and learned more than I ever really wanted to know about it. In addition, I requested and obtained a copy of the franchise agreement between Kitsap County and Comcast so I could better learn about my rights and Comcast’s obligations in providing new service.

I think the take-away of this whole thing so far can be summed up in two bullet points:

  • Never trust Comcast Sales when they tell you that service is available. Verify if yourself, and if that means you need to spend two weeks studying up on CATV infrastructure so you know exactly how to spot trunk line, line extenders, taps, and HFC nodes, then do it.
  • Know your rights. Always request a copy of your CATV franchise agreement and read it thoroughly. They’re usually quite long, and full of legalese, but it’s worth it.

March 12, 2015

It’s been a while since an update, but there’s just not a lot of news right now.

Last Thursday, the 5th, two engineers from Comcast (Robert and Ken) came out to do another survey in preparation for a final engineering design. I’ve been warned that the initial, pre-survey price estimate was between $56,000 and $60,000 for the extension. Now, I wouldn’t have to pay all of that out of pocket — Comcast is supposed to pick up part of the cost, but I don’t know how much.

I haven’t heard anything else from Comcast since March 5th, and I don’t know what the final estimate will be. I don’t know how much I’ll have to pay out of pocket, and I don’t know how long it will take. So, that’s where we stand.

In the mean time, we’ve started to look at excavators who could do the trenching work for us. If it would be cheaper for us to do the trenching rather than Comcast, I’d rather go that route. It might save a significant amount, I don’t know.

There is still so much left unknown. The waiting is the hardest part.

March 20, 2015

This is a hard update to write.

We got bad news on Wednesday, the 18th. At about 3:45 PM, Robert called and told me that Comcast will not do the extension. No ifs, no ands, no buts, they just won’t do it. They wouldn’t even give me the chance to pay for it. Too much effort on their part.

I’m devastated. This means we have to sell the house. The house that I bought in December, and have lived in for only two months.

I don’t know where we go from here. I don’t know if there’s any kind of recourse. I do know that throughout this process, Comcast has lied. I don’t throw that word around lightly or flippantly, I mean it sincerely. They’ve fed me false information from the start, and it’s hurt me very badly.

This whole thing would have been avoided if only Comcast had said, right at the start, that they didn’t serve this address. Just that one thing would have made me strike this house off the list.

I don’t know exactly how much money I’m going to lose when I sell, but it’s going to be substantial. Three months of equity in a house isn’t a lot of money compared to sellers fees, excise taxes, and other moving expenses.

So, good bye dream house. You were the first house I ever owned, I’ll miss you.

Frequently Asked Questions

I wanted to address a few FAQ’s about this post, this seems like a fine time to make some clarifications.

  1. Q: Why Didn’t you check this before you moved?

    A: Oh, but I did. Having broadband of some kind was an absolute requirement for our new home. Before we even made an offer, I placed two separate phone calls; one to Comcast Business, and one to Xfinity. Both sales agents told me that service was available at the address. The Comcast Business agent even told me that a previous resident had already had service. So I believed them.

  2. Q: Why didn’t you get this serviceability status in writing?

    A: I tried. When I asked for serviceability in writing, I was told it just wasn’t something Comcast could do, that they have no process for it. We were simply assured, verbally, that there was service here. And, besides, they clearly did believe that I was serviceable, or they wouldn’t have sent six techs out to hook me up.

  3. Q: Didn’t you even check to see if the house was wired yourself?

    A: We did. The house is actually loaded with coax. There’s a coax drop in almost every room, in fact. Moreover, on the side of the house is an unmarked grey box that feeds the coax into the house. From this box, two coax cables disappear underground. So, to our (at the time) untrained eyes, this sure looked like CATV infrastructure.

    It turns out, though, that this was satellite. Years ago, a previous owner had satellite TV, and the underground coax used to feed a dish that is no longer there, on a pole next to the driveway.

  4. Q: Shouldn’t you have expected that your rural property didn’t have cable? Why were you surprised?

    A: I’ve addressed this question in a whole new post

  5. Q: What about other options? Have you looked at DSL?

    A: You bet we have! Our local provider here is CenturyLink. I called them almost immediately after the first tech said we didn’t have service. We were told “No problem! We’ll get you hooked up right away.” The very next day, they called me back and corrected themselves. “Actually,” they told me, “it turns out your area is in ‘Permanent Exhaust’, so we can’t add new DSL customers. No, we have no plans to upgrade anything. So sorry, and bye!”

    Needless to say, we were not happy.

  6. Q: Lots of places have fixed point-to-point wireless. What about that?

    A: We also looked into this very quickly. In fact, there is a wireless provider that serves much of Washington (StarTouch). I called them to inquire about pricing, but was stopped short. “I’m very sorry. We used to serve your area, but last year somebody built a building between our tower and Poulsbo. We lost a lot of customers. There’s nothing we can do for you.”

  7. Q: What about wireless networking with a neighbor?

    A: We haven’t ruled this out yet, but a couple of things make this very challenging. First, our terrain makes it pretty difficult. We have trees here, big trees. To establish a clear line of sight to any location with broadband would require us getting above the tree line, which is about 100 feet (30 meters). We’d need to build a large tower just for that. Second, point-to-point wireless is degraded in the rain. We live in Washington. It rains here a lot. And finally, it may be difficult to find a neighbor willing to work with us. All that said, it is absolutely still worth investigating.

  8. Q: Well, what about Satellite?

    A: The TV service would be just fine, but it carries a huge penalty for broadband. I work remotely full-time, and I require a VPN to access the main office. Satellite does not guarantee any support for VPN use (though I have heard a few anecdotal reports of people having success). The monthly bandwidth caps are also a killer, giving very little leeway in overage situations.

  9. Q: How are you getting any work done right now?

    A: I’m living off of a Verizon JetPack mobile hot spot. It’s frightfully expensive and has a 30GB per month cap, but it allows me to get my work done, at least. I spend all day on a VPN back to company HQ and use close to a gigabyte a day, so I bump up against the 30GB cap every month. That means I have to be pretty careful with my data use. No streaming, no games, nothing fancy.

    When I want to download a big file, like an OS update or a VM image for work, I go to the local Starbucks. Their Wifi is great.

213 thoughts on “It’s Comcastic, or: I Accidentally Bought a House Without Cable”

  1. I’m just entering this nightmare except that I’m only 720 feet away from service. Wave is being very uncooperative about extending service. i am waiting for a call from a contractors 5hat they are supposed to have contact me and give me a price. I think my next step is to go to the county and see what kind of options their franchise agreement will offer me. These franchise holders are always nervous about keeping the county happy, lest the county go shopping for another provider or even competition as the technology provides. As a side note I will say the advertisements for satellite internet are lies. It is expensive, slow and unreliable. Did I mention expensive? Off to the courthouse tomorrow morning.

  2. I have run into a similar problem in my area. Today, I had a phone technician come and fishtail a line in thru preexisting conduit buried under ground to the utility pole. I said ” Hey, if you can do that with a phone line, could you do the same with the cable line to get me closer to getting internet at the house? ” then, in my mind, the cable company just needs to run from the pole to the house only 230 feet away. My neighbor has time warner, and a business less than 1\2 a mile away has time warner so I’m hoping this would work for me too, and allow me to finally get service.

    Do you think something like that would work for your situation?

  3. I’m on the same boat. I now live in Yulee, FL and am currently going through the same pains with Comcast/Xfinity. I constantly keep getting the reassurances from sales reps but had techs come out 3 times with (supposedly) no knowledge that a line from the house to the tap is not there. I’ve been told repeatedly that it’ll get done, but still no luck. I’m scheduled for ANOTHER visit this Friday 9/18. I followed up with Xfinity again today (via chat) and he confirmed that yes this time the tech coming out is going to run the line. I replied that I don’t think this can be done by one guy running a cable because I was told the house is approx 380ft to the tap. THis is why the previous visits have gone incomplete. To my understanding a single coax isn’t going to cut it at that length, I thought ‘construction’ of some sort would be involved. But again I have this “confirmed” work to be done this Friday (again this is via chat and I saved the transcript). Any tips, advice or comments? Any questions I should ask or steps to do next if this doesn’t pan out? Living off my Verizon hotspot is becoming difficult with my line of work (I too am in the IT field and have to VPN in to the main office when called on) and my kids use it for their homework.
    I truly hope Comcast/Xfinity pulls through but with already MULTIPLE previous visits from techs with no knowledge of the work needing to be done, I’m not holding my breath it’ll happen this time.

  4. I am so sorry to hear about your problems. I am in the same situations as you. I work remotely also and require connection to VPN. I too called Comcast before we put in an offer to our home. Like you, I was told service was available. We put in an offer. The week before closing, I called comcast to see how long I needed to put in the request to be connected. I was told my area was not serviceable. WHAT!?!?!? I explained and gave the date and name of person I talked to previously. I told them I bought a home based on the information I was given by their representative. We loved the home but knew with out internet, We could not buy it. This was even explained to the sales person I talked to prior to putting in an offer. I did file a complaint with the FCC and got a call from their executive department, but it has accomplished nothing. We do not want to sale, we looked for a year to find our dream home. I wish there was some way to hold these companies liable for what they say!!!

  5. I’m going through a similar experience with Comcast’s “less than ideal” customer service. I just bought a home in a subdivision serviced by Comcast and no one else provides Internet service. Been a Comcast customer for over a decade and when I call to transfer my X1 service, they tell me my new home is unserviceable… I tell them that can’t be true because the entire neighborhood is serviced by Comcast and I have the big orange cable sticking out of my front yard that the builder told me is Comcast’s line. There’s also an apartment building NOT MORE THAN 50 feet away from my house that has Comcast, I can even pick up the “xfinitywifi” from my front porch, the signal just deteriorates too much when I enter the house to be usable. I’d even accept them coming out and boosting that wifi signal so I can pick it up in the meantime, or just running a line less than 50 ft across the street (which there is already of few of in the neighborhood). Instead how does their “executive” respond..? He tells me “there is no service to the subdivision and he has no idea how long it will take for services to be available”… I JUST TOLD HIM THERE ARE SERVICES NEXT DOOR AND ALL THROUGHOUT THIS SUBDIVISION. They can’t even be bothering to do accurate checks for service availability or to run a cable line a few feet so that 6 new houses can receive internet.. we have no other internet options (without mobile data caps). They are forcing me to have to subscribe to DirectTVs 2 yr commitment (with no internet so also no on-demand) just to have some basic tv service.. which comes with a $20/mo early cancellation fee.. Comcast just doesn’t care about their customers, they make too much money.. even for us who paid them $280/mo+ for the past few years for their faster service.. They just making too much money to care anymore.

    Brandon B.

  6. I’m joining this club in NOT being able to join Comcast/Xfinity. My building in the city has 5 units and two of them have Comcast…BUT…I have a 1/2 in my address and nobody can seem to pull it up at customer service. I cannot pull it up online and was told to go into the center. I have been over there twice and the rep had no idea what to do. I was able to finally pull up the address in their lobby by eliminating the slash and got a confirmation email that a tech would be out three days later. The tech did not arrive and I called only to be told that it was never finalized because of the address! Then why did I get a confirmation number?! They said that number meant nothing and I was not even in the system. They told me to go back to the center, which I did, armed with my neighbors name and phone number so that they could see how her service was set up in the system. He told me 24 hours to put my address in by doing an er ticket and that I would get periodic status calls and can track it as well with my er #. So far….crickets and nowhere to input this second hypothetical number. I still cannot pull up my address online either. Siiiiigh.

  7. I am currently in the same situation. I live in the middle of my city. All homes in my surrounding area–including an apartment complex that is right next door to me–are served by Comcast. However, I am considered an “unserviceable” address based on my distance from the exsisting tap. There is a new home under construction on the side of me opposite the apartment complex and plans for developing a lot directly across from me. Comcast has offered me a price to expand the service to my home however, the tap will be placed in a neutral area that future residents will, at no cost, be able to tie into for their service. I do not have any other options for Internet service as Comcast has a franchise agreement for my area. I work out of my home and have school aged children–one of whom will be enrolled in an online class next semester and must have access to the Internet.

  8. Kitsap PUD has fiber running all over the place here. They are prohibited from selling retail access directly to customers due to a heavily-lobbied state law, but they have a company surveying the area to see if they can get something going. I have fiber on the pole right outside my house, but no one to buy it from. PLEASE take this survey:

    If they get enough customers who say they’ll commit, they might get it up and running.

    Good luck!

  9. Oh my goodness!!! I am going through the same problem… Well pretty much. Now I luckily am renting my place, but before I moved in I went to and looked up our service provider. Noticed it said Comcast, contacted Comcast who denies offering us coverage. Ticket after ticket cuss word following cuss word I contacted FCC (who handles and filed complaint.. I had Comcast calling me 4x a day trying to take care of my problem. They want to charge me over $9,000 dollars to install and take 90 days to install. Now there are 15 FREAKIN houses down my road… Why they want to charge to install is beyond me!! Come to find out internet is a monopoly and Comcast has rights to my area… Just doesn’t service.

    (Hint hint… Maybe the website can help you) when you file. The FCC requests explanation from Comcast on why they are not taking care of customers

  10. If it makes you feel any better, I’m also dealing with comcast saying my area was serviceable, when in fact it isn’t. I found this out after waiting 4 months for my current satellite service to end. I have online classes for college and we’ve already canceled our satellite internet under hughesnet (which in itself is a horrible service). The bottom line is, this internet service’s system uses a protocol that sets your location to a serviceable location. If your location isn’t serviceable you actually will not know until you put all of your information in to buy it. In this instance, this person has had even a worse time with finding out. It’s hard to believe that in 2016 we still have to pay for internet for 100+ dollars with these satellite internet providers. Everyone should be able to get dsl in a first world country like the US. It’s completely ridiculous that Comcast is actually causing so many problems just because of their location protocol.

    Now I have to purchase a new contract with a different satellite isp. Thanks xfinity/comcast for making your service accessible.

  11. Time Warner did the same thing to me. I called twice to confirm before offering on the house, and even rescheduled once when our closing was delayed. All three times we confirmed that the house was serviceable.

    Come install day, the local installer breaks the news to me, but we already owned the house. They refused to entertain the idea of running the lines down the street. To add insult to injury, it took three months of calling Time Warner to get them to stop sending bills and past due notices.

    It took another three months for them to stop calling me to ask why I cancelled and trying to get my business back.

    We are now unhappily living with HughesNet which is oftentimes no better than dial up, but four times as expensive. Thanks a lot Time Warner.

  12. Comcast is the only cable company in Beverly Ma. Comcast is terrible to deal with and they don’t care about their customers but LOVE the money! I feel like a hostage!

    Yes I could sell my townhouse but why should I just to get service!! Very FRUSTRATING!

  13. I felt like I was reading my own story!! Same thing happening here in Louisiana! I filed a complaint with the FCC thinking I would get to talk to someone in the company that could give me accurate information.. I did receive a call and was given a lot of misinformation, quoted a price of 185,180.00 for line extension, and told our neighborhood wasn’t worth servicing and that another internet provider was closer. Oh, and we are still getting mail from Comcast saying they can provide us internet….

  14. Media com is giving me the same run around an the only gotta do a 20 foot road boar. Iv called almost everyday to get an idea of when I might have service an now I know less than when I ordered a month ago. Just sit and wait is about the only thing that they have made clear.

  15. I moved to a home in December called Comcast that we relocated and to move out equipment and they said the home is not serviced. I said they is a active cable box at the end of my driveway. So they came out to inspect and said it is active but you don’t have a cable line to your house. It would cost me over 4k to get new cable installed. I have beenough a loyal customer for over 10yrs and this is just nutso I have to pay for this. Also said he didn’t care if I pay or not, you want cable you have to pay..

  16. Going through the same problem with comcast. I’m 600ft away now and they won’t even come do a site survey now. Customer service is a joke and the tech department is no help either. I would like to have their service but they don’t seem to care about adding me as a customer.

  17. Going through the same thing with Comcast in Marietta, GA. Both neighbors on either side of our house have Comcast, but we are too far from the tap to get reliable XFinity service. Spoke with several people from CENBSR-Atlanta Region Executive Care team on multiple occasions and kept getting promises that “engineering” would be coming out to do a survey/install. That was almost 2 years ago and finally gave up. In our neighborhood of 78 homes, there are 3 other homes in the same boat. I’m sure my service would have more than paid for any install they would have had to do by now!

  18. Well I’ve ran into the same lies from Comcast. This all started winter of 2015 January. Ice storm partially knocked over pole in my yard that had a phone line and previous Comcast coaxial ran to my house. Windstream responded unknown to me but I observed them tie the pole to a tree in my yard. 9months later and several calls to my local phone co Windstream which promised to repair the pole only to later say it was Comcast problem. I now diverted my attention to them. They claimed they sent out a site tech to survey my problems. Well after several more weeks I received word from Comcast that my problem was from the power co. I started laughing as I was standing at the tied up pole that clearly didn’t have any power lines near it. I took pictures and decided to report both companies to the BBC. Well another month or so I had a Comcast service tech come to my house. He said he seen the problem was from their line pulling on the pole. So he went and cut the line off at the drop on the next pole and removed the cables tied to my tree. Safe to say you could tell the pole was clearly damaged and just a matter of time and it would fall Well the pole eventually dropped and now I was able to call Wimdstream and report a downed pole and telephone line. I came home from work later and our phone line was spliced together and now hanging in the neighbors tree. A few days later a new regulation up to date pole was installed in my yard but the phone line was still in the neighbors tree. Well another couple months went by and I called to report my phone and Internet was horrible and hanging from the neighbors tree. Again I came home from work many days later and observed the phone line attached to the new pole the way it should have been. Although they just cut the line and left the old line still in neighbors tree. Unflipping believable. Well I ordered Comcast after this entire snafu and the set up an installation time Sunday between 10am-12pm. Well service tech pulled in and only hand a pickup and a ladder. I questioned where is the boom truck are they installing the cable while he was there to do the in house? He literally walked around my yard to see if I knew what I was talking about. He returned and said he can’t do anything and that he would put in a service ticket. Well days went by and I called Comcast and spoke with a real piece of shit. He finally said he would put in a work order for the hard line from the pole. Another week or more went by and I called again and they advised my service was cancelled. I flipped out and began the series of calls I’m now dealing with. The most recent word from Comcast is that the nearest pole is 600′ away and a new drop needed installed. And get this a possible charge of $58??.?? Will possible be my responsibility. I began to laugh. Well this lady was the nicest to date and said she would call me back tomorrow if not to call her direct line. Well I went to the neighbors yard which is directly across the street which have Comcast and took pictures of the old line they had just cut and left on their pole. It’s only bout 150′ from this pole to the pole in my yard and from that pole to m,y house is another 200′ feet. Safe to say it’s not 600′. Well I will be following up with Shantel tomorrow and I will post a follow up to this flipping saga.

  19. We are just finishing up our Comcast nightmare. We are 900 ft from the cable drop. Comcast was going to charge us $6500 to run the cable. I talked to their construction people and if i dug the ditch myself and ran the cable it would only cost me $900. So i rented a ditchwitch and dug a 900ft ditch. hopefully the indoor tech will be hooking it to my house this Friday. Almost 3 months after we started.

  20. Well I am joining this club. I live in cape cod and one j
    Half mile from the high school that has Comcast. I even have been told I need to pay 44,000 to get I cable down the road.. I have been trying for o er 10 years now. Why do they get to decide where they will put cable when the contracts them? Please let us know if out of all these complaints if even one has been resolved
    Denise no internet cape cod

  21. We live as rural as you can get in Texas. The nearest Cable line is two miles away and there is no chance to get a run to the house. My wife and I both work from home. We have Dish Network as our backup for internet access, only as a backup.

    Our primary Internet is AT&T Unite. We had problems at the beginning but I got through to the tower technicians and they tuned the Cell tower to swing the signal a few degrees my way. We have had reliable internet for over 2 years now. Granted it isn’t 100mb a second but its fast enough to run a VPN tunnel to work and get the job done.

    Storm or sunshine the ATT Unite has worked. By the way I do not work for them, I know this can sound like an advertisement, but seriously, ATT came through for us.

  22. I do have a question. I also live in an area about 450 ft from a tap. My brother used to do internet and cable and will come out here to look at it and run me a line. If that is done will internet companies be able to see/use it or is it useless at the point? I need a good dsl connection. Century link would be the onky company in my area she said it would cost $12 a foot. But then again thats where my question lies, that if I have it installed separately can they still use it?

  23. This is an amazing Blog. Just reading this made me feel better with our situation. Comcast has grown too large to care about people. Their Prices are inflated and service is Deflated. Their phone support is garbage!.. Do whatever you can to avoid using Comcast!

  24. It’s not just Comcast people have issues with. TWC wants to charge me almost $12,000 to run coax cable from their drop on a pole to my brand new house (about 2800 ft per TWC)! We can’t contract it out, invoice has to be paid in full before they will contact the engineering/construction group, and then they can take up to 90 days to get it down.

  25. Hi Guys,
    There are about 14 families who bought homes in a new community built by Rockford here in Columbus, OH. The first people are planning to move into their newly built homes in couple of weeks. They realized few days back that there is no Cable/Internet service provider that is servicing the area. When people called some ISP companies, they were told that there is no cabling in the new community. One of the cable companies is saying that it would takes up to 6 months before they lay cables. We are talking about a reputed builder who sold homes in a very urban area. I am planned move is 4 months down so I am no immediately affected. But I’d like to know if the builder is responsible in any way for this ? How can anyone sell a property in an urban area without proper availability of cable/ISP. Any insights would help.

  26. It is nice to know that I am not alone on this hamster wheel. Comcrap has the monopoly on cable provider in our subdivision. The people I have dealt with are the most lackadaisical individuals I have ever dealt with.

  27. My main issue is that I have no Wifi… my desktop that’s hardwired in has internet but my wifi is always having issues

  28. We’ve had cable tv for about 40 years at our house. Comcast has bought out and owned whatever companies it’s been for the last 30 years. The cable coming off the pole is 80 feet from the house, last replaces 27 years ago, and consists of 4 segments. Our signal is so poor that techs always tell us “It’s better than nothing, we’ll send someone out to boost it”. It’s been 10 years since they said they’d boost it, 7 years since they said they’d replace the line, and 1 month with the new hardware that requires a better signal to get better than a 80% up time. Comcast won’t do anything unless you have a court order, or aren’t paying them their money.

  29. I’m a fellow IT guy who bought a house in a DMZ. A no-mans land of internet access between Frontier, Charter and a municipal provider. I can’t get cable from any of the three, no DSL (it’s not even offered in the area it seems). I can however, pay AT&T $1500 a month for 100/100 service.

    So for now, I’m using a WISP running Ubiquiti 900mhz equipment. At least I can VPN during daytime hours.

  30. Oh.. wow this feels like what I have been going through. And so many don’t understand that other options aren’t always an option (satellite) and while you might have access to DSL (as I do) it’s not always a good option either (slow, unreliable, on antiquated copper lines that Verizon refuses to update). After 3 years of back and forth with Comcast they are saying that it’s an option – at 14K to be paid out over the course of 36 months.

  31. This goes for all of you. Instead of having the cable company do the extension, buy the flex hard line cable and all other necessary components and have it ran using the licensed contractor of your choice. And don’t forget the permits. Then all the cable company has to do is connect the extension. Just make sure they will connect it. If it involves connecting to a node that’s already at capacity, don’t even waste your time.

  32. You saved me, I was about to make an offer on a house that is 100 yard from the end of the comcast zone.

  33. I went to Comcast to get Internet for my new apt, I opted for the service for $5 more I get HBO and 10 channels. Got the self install kit, for I have hooked up and had to move modems, routers etc. before. Thought what I didn’t check to see that my new apt doesn’t have coax outlet. Outside there’s only one cable that matches mine to connect. Found where two cables come together (as if he cable wasn’t long enough for destination) plugged mine into it trying both ends and nothing. It just reads no LAN Network. The other nest of cables have either been snipped or have or currently run to satellite, with connecter ends that i cant get apart without a tool in each hand. Help me out please. Is DSL coming in from a power pole or underground. I live in a duplex and neighbor Has Internet but I don’t know how to determine what is…thank you for your time

  34. AT&T offers only the slowest DSL service where I live – I’ve had dial-up that was more reliable and ran faster. The packages Xfinity was offering sounded good so I decided to take a chance and on 13 Jan 2016 I signed up for their service – internet, phone, and TV. The other mistake I made was to prepay my first month’s bill. When by 26 Jan I still had NO service and the technician was not scheduled to come out for two more weeks (one day before my 30-day free trial expired), I cancelled my subscription per Comcast’s 30 day guarantee. I returned my equipment to the local Comcast store on 27 Jan where the clerk said the money I pre-payed would be mailed. It took 10 weeks before I got it. During this time I made several phone calls to Xfinity customer service but got the same run-around everyone else here got. So now I am stuck with slow AT&T but at least I got my money back from Xfinity.

  35. Man, that stinks. I mean this positively, you’re misery created a great post! Though the final outcome is terrible. I myself, as many who I think commented, have ended up in the most terrible horror stories of just trying to get decently priced “connected” services. Whether moving or playing the “my promotions expired so who’s going to give me the best deal” game, we’ve never felt so screwed as we have once taking a spin with Comcast. One of the many lies my salesperson told me was a self install kit would work, and she could see on the computer that this address has had cable before…..Well, here I am on my couch eating pizza and drinking a screwdriver, (after finally getting my “kit” and walking around my house and through my attic only to find there is no cable service at my address) to say that I am in agreeance that comcast is sub par. Good luck to you! And to any who have read this lengthy post and comments and still question “how did you not know you didn’t have cable connections?” -screw you, you must be a spoiled condo commando

  36. I didn’t read all of these, but am curious if anyone else has paid out of pocket to have construction/permits done through Comcast. We are getting ready to send them a $1400 check, 45% of the cost according to Comcast, to extend about 30 yards. This will also give 2-3 other homes access to their services eventually. We run a small business from home and Frontier has been … not a prime choice. We want high speed so badly, we can’t stand it, but it seems ridiculous to not only pay the $1400, but overnight the check and wait 3 months for construction to complete. Please… advice? Anyone?

    WV/VA Border

  37. Goodness. Came across this when trying to find a different cable Internet provider to my area. I thought i had it rough cause I only have one option for cable Internet. Now I feel silly for complaining.

    So you moved then?

  38. My wife and I are looking to purchase a place that doesn’t have cable from the big providers. I’m curious from all these stories, are there no legal actions that can be taken? It seems that at a minimum these companies could be liable of falsely stating service availability that led to the purchase of the house. Given the importance of internet – in that it could be understood to be as important as electricity/affecting quality of life/business mobility etc. Anyone pursue anything in this arena/legally?

  39. Hi there..
    I just bought my first home too. I live on a main street and the 3 house and couple of business don’t have cable or DSL I love this house. It’s a bummer. That TWC/Frontier At&t won’t service my area. They want each home owner to come up with 5K each to run a node and underground lines to our homes.. what a shame they make there money in one year with the contracts they make your sign and all the stupid bs they charge you with.

  40. Exactly the same situation as you – Purchased a new home ONLY AFTER verifying with Comcast that service was available, the neighborhood is full of comcast boxes up and down the streets. I talked over text CHAT with one technician while we were looking, comcast is a yes – after deciding on the house – called into comcast verified service and called to setup and appointment. The day we moved in was the day comcast showed up and told me, well, on our map your house is over there, we don’t have service here. For some reason, Comcast just arbitrarily skipped the little cul-de-sac I live in. Our city Franchise Agreements list out that if 15 users are close enough and request it in writing we can get access… well, our little cul-de-sac of 9 families don’t qualify..

    So, when I moved in, our DSL provider was CenturyLink… good news they told me – We have DSL available in your area. 1.5Mbs for just 60$ – the same price that other people get 50Mbs for. That was our only option. I’ve talked to technician after technician with CenturyLink and Comcast – everyone is like – sorry…

    I did finally have a Wireless Provider, Digis/Rise Broadband that put up a tower pretty close. Now I get 15Mbs – I recently saw that they are putting in 50/50 connections for rural areas not serviced by other cable companies, which means, we’ll be the last on the list, if ever, to get a faster than 15Mbs connection.

    The worst part about the whole thing… when I moved out of my previous home in Kansas City, MO – Google Fiber truck was out front, digging up our lawn putting fiber to my old home… It’s just painful every-time I think about it.

  41. We are having the same problem with Comcast. The management company that updated the house cut all of the service lines and covered the cable outlets for some dumb reason and now Comcast won’t bury a line or create outlets for us. We had to call Comcast after the technician lied and said he came to the house and no one was home which is untrue because I left work early that day to wait at home for him to arrive during the scheduled time. When we called to find out where the technician was they told us that the technician “didn’t know how to do that.” so we could not get service at our home. We cancelled Comcast and went with a company who is competent.

  42. FYI for anyone who has trouble getting ahold of Comcast construction for a construction estimate, if you are willing to pay for the more expensive Comcast business class it is usually more straightforward to have the Comcast business class people get a construction estimate. They are much more organized, probably because businesses are also willing to pay the $10,000-$40,000 construction costs to bring service depending on location.

  43. Cable tv and or Internet is not considered a utility so the companies that own the networks only go where they want , and that’s just the way it is . I’ve seen people who live right across the street from 1gig fiber service not be able to get it just b/c the cable co won’t run a line across , the only way we all will be able to get access to fast internet is to group together and lobby our city and state representatives to make fast access internet ( fiber is the best option) a utility , just like home phone back in the day , how many people back in the 90s did you know without it ? That’s the only way , if u just happen to live in the wrong place then your just out of luck , ether move or do a point to point to a friend that does have it #ham radio tower

  44. Glad to know I am not the only one dealing with this nightmare. My issue is Time Warner. Address was serviceable and had prior service years ago. Buy house, move in, schedule install. Tech comes out and says there is no drop and line is cut on pole. Puts in order for plant extension. Later that evening, Time Warner is doing work on the pole. Great. Call back the next day and get told work order is complete, even though the “box” the tech said needed to be installed wasn’t there. New tech comes out and tells me again that they cannot install because we are too far from the pole for their lines. Another work order gets put in. Another tech comes out, measures and tells me we are beyond the 200 ft that the lines reach. Yep, already knew that. Several phone calls later, head of construction calls and says the extension is a simple job, 280 ft of line. Since they don’t need to get on pole because drop is already there, they don’t need permits and work will be done by Oct 14. On Oct 13 I call because all underground lines have not been marked as I was told they would be. Lines start getting marked on 14th. Finally, plant extension completed Oct 20th. Call to schedule install only to be told address is not serviceable. They schedule another site survey. Get email this morning that we need construction to be serviceable and that I need to make a “contribution” in order to get started and that I need to call to make payment arrangements. Umm, don’t think so. Extension was completed last week. Had anyone done the newest site survey, they would have known this. 2 months of fighting and we are back to square 1.

  45. Add me to the list of wanna-be Comcast customers that can’t get a straight answer from them. I called a few months back, and they told me they could hook me up at my address. I asked them to verify that, because I did not think I had the required cable running to my house. They said yes – I was served by Comcast. They gave me the specs of the modem/router I’d have to buy. I purchased the modem/router, and then called again to schedule installation. This time, they told me my address was “blocked” and I had to go to the local dealer and present my ID. I did that, then I was told that my home was 416 feet from their terminus – to far to be served. I asked if they could drop a cable that I could bury, and they said they thought they could. They promised a call/visit from a technician the next day…now, 3 days later, no call. I’m tearing my hear out over this – I too have a home business, and I work remotely for another company. I need high speed internet, and the best I can get is DSL at a 2.4 mbps download speed (typical).

    I can readily trench and install a line if they will only communicate with me and tell me where to run the line, and the specs for the cable.

    Sick of the internet monopoly and horrible service in Washington State!

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