We’re excited that you’re interested in Xfinity service. We understand you may have questions about how we determine if your address is serviceable and what steps are involved to get you set up.
This article will walk you through everything you need to know about checking the availability of Xfinity Internet and other services.
We may not be able to provide service to you if:
- You live outside of our service area.
- Your address is more than 300 feet from our physical network.
- We haven't extended our service line to your address.
- Your property owner, homeowners association or condominium association has an agreement with another service provider or won't give us access to provide our services.
Steps to determine Xfinity service availability
Step one: Inquiry
If you’re signing up for new services or moving, you can check online to see if Xfinity service is available at your address. If you can’t find your address online, please contact us. We’ll determine if service can be provided to your address.
Sometimes, it may require further research for us to determine if we can service your address. If it does, we may give you a ticket number to keep for future reference.
We may also ask you for additional information, like the latitude and longitude of your property, a utility bill or a certificate of occupancy. This can help us determine whether your address is serviceable.
If you give us your cell phone number or email address, we’ll text* and email you to give you status updates.
*Text messages available in select regions only.
Step two: Initial evaluation
After your inquiry is submitted, we’ll determine why your address isn't showing as serviceable. Sometimes your address may already be wired for service, but we just need to add your address to our billing system so you can sign up for services.
If we’ve never provided service to your address before, construction may be needed to extend our physical network to service your address.
Even if your address is within 300 feet of our physical network, construction may still be required to route our service line to follow utility easements or right of ways. Depending on the amount of construction required, we may be able to complete it at no cost to you, or you may be required to cover a portion of the construction costs. In addition to construction costs, you may be charged an installation fee to connect our services at your address.
We’ll text and/or email you with one the following messages based on what we find:
- Great news! We can set you up with Xfinity service! Find out what happens next here:
- It's Xfinity Assistant. I'm sorry to say that we can't provide service at your address. Get more details here:
- Hi, it's XA. We need a bit more info to complete your request. Please call us at 1-800-xfinity as soon as possible, but no later than 30 days.
- Hi, it's XA. We need a bit more info to complete your request. Please call us at 1-866-935-7648 as soon as possible, but no later than 30 days.
- Hi, it's XA. Good news: We can provide service at your address. But we need to do some construction first. Find out what happens next here:
Step three: Detailed estimate
We may need to perform a survey to determine if we can serve your address. Typically, this takes three to 10 business days. Our site surveyors will only contact you for property access if necessary.
Step four: Decision
After the survey is complete, we’ll walk you through the results. If you’ll need to pay construction costs, we’ll provide you with the estimated costs for your approval. Once we receive your payment, we can begin construction.
Step five: construction
Construction to extend our service line typically involves:
- Creating a formal installation design plan.
- Submitting a permit request to the local government (if required).
We schedule our construction crews once all permits are received. Construction scheduling and duration can be affected by weather, government restrictions or other issues. These may cause delays in completing our work.
Step six: Sign up for Xfinity services
Once construction is complete, we’ll call you. Or, if you signed up for notifications, we’ll email and/or text you to let you know you can sign up for Xfinity services.
FAQs
My neighbor has Xfinity service. Why can’t I get it?
Our network was originally constructed based on the developer’s original plans and internal infrastructure planning and design. Sometimes this doesn’t include homes that were built after the original development.
In rural areas where properties were subdivided, service providers may not have been informed of the additional homes. There may also be other factors impacting service availability as stated above.
Why are you limited to 300 feet from your network infrastructure?
Anything over 300 feet may require the installation of additional equipment to ensure network reliability.
I see a pedestal near my address. Why is there still a construction cost?
We are required to run our service lines in utility easements or right of ways. These usually run along the front or rear of the property. We may not be able use the pedestal if it isn't ours or if doing so would cause the service line to cross someone else’s private property.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.