Here are a few things you need to know ahead of time to make your service visit as smooth as possible.
Manage your appointment
You can manage your appointment through:
- Text message.
- Your online account.
- Your Xfinity X1 TV Box.
- Xfinity Assistant.
For help using our self-service options to manage your appointment, you can review how to manage your Xfinity appointment.
If you’ve signed up to receive texts from Xfinity, you’ll also receive text messages about your appointment and technician arrival times. Your technician won't call you before they arrive.
The Appointment Waitlist
Our Appointment Waitlist places you on a digital waitlist for earlier appointment dates and times, should they become available.
If you sign up, you'll receive a text message with your new appointment time with at least one day’s notice. You can confirm your new appointment time through the text message.
- If your new appointment time doesn’t work for you, or if you don’t confirm, you’ll keep your original scheduled date.
- Learn more about how Appointment Waitlist works.
Note: The timeframe provided only indicates when our technician will arrive at your home, not the time it will take to complete your appointment.
Potential charges
Service visits may be charged a fee.
- If a technician is required to complete an installation, a $100 charge will apply.
- If the technician determines your reported service issue is unrelated to Xfinity services or rental equipment, a $100 charge will apply.
- This fee will be waived for existing customers experiencing Xfinity-related service issues.
Before we arrive: Pre-appointment checklist
Before our technician arrives, please make sure that:
- You verify your mobile phone number and preferred email address on file so we can send you updates about your appointment. You can make changes to this information in the Xfinity app.
- You can download the Xfinity app, along with our other apps like the Xfinity Stream app or xFi app, at xfinity.com/apps.
- Someone 18 years or older will be present for the duration of the visit and know whether we are coming into the home to perform a professional installation or to fix issues with your current service.
- Your technician may request a photo ID at the time of the appointment to verify that an adult (18 years or older) is present.
- If a minor is present without an adult, the technician cannot enter your home.
- If the adult leaves the home at any time, your technician cannot complete the job.
- All pets are secured in a safe place away from where your technician will be working.
- If you have a service animal, they may remain with you.
- Your technician can access the areas of the home they need to work on, including lock boxes, utility rooms and basements where Comcast wiring is located.
- Move all furniture, if required, at least three to five feet from the wall to ensure access to the back of TVs and/or computers.
- Technicians are not permitted to move customer furniture.
- Make sure all cable outlets are accessible and your technician can easily access the location where the cable comes into your home.
- Move all furniture, if required, at least three to five feet from the wall to ensure access to the back of TVs and/or computers.
- All your Xfinity equipment (TV Boxes, modems, etc.) and your own devices are in your home, out of any packaging and located in the room where they will be installed at the time of the visit, so our technicians can confirm everything’s working before they leave.
- Make sure that all computers meet our minimum system requirements.
- You check your lease agreement, if you are renting your home or apartment, to verify and obtain any necessary agreements from your landlord for the type of work being completed.
- Comcast does not require written landlord permission for a technician or contractor to visit a customer’s home.
- If your technician is installing services, they may need to drill inside your home.
- Our technicians do not install new additional outlets in apartment buildings.
Using your service
As a reminder, if you’re having issues with your equipment or services or you're waiting for your new Xfinity service to be installed, you can still use your Xfinity ID and password to:
- Access Xfinity WiFi hotspots.
- Watch programs on the Xfinity Stream app and online.
- Manage your home WiFi network.
- View your account settings.
Underground wiring
Depending on the issue, we may have to place a temporary cable line on your property during your appointment. This line is in place for a short period of time so your services aren’t interrupted while a permanent cable line is installed.
If an underground wiring (or cable line) needs to be installed or replaced, your local utility companies must be notified. Our technician will tell you everything you need to know if this is the case. If you need more information, see Replace or install underground wiring or cable lines.
Contact us
Visit our Online Support Center to find common solutions.
![QR code](https://secure.xfinity.com/anon.comcastonline2/support/help/faqs/hscontentblock/qr-code-no-chat-addinfo-content-block.jpg)
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.
From our products to our people, we're committed to delivering the best experience possible so you can do more and enjoy more of what you love. It's all a part of our commitment to you.
Thank you for being an Xfinity customer.