Xfinity wasted 10 days because nobody bothered to tell me anything

I moved into a condo on September 1 and tried to transfer my existing Xfinity service. My unit apparently didn’t have a location ID, so Xfinity opened a serviceability request.

For the next 10 days, I was told I was basically waiting for them to create the location. I kept hearing the usual “it takes a few days” type responses.

Finally, today, September 11, I got sick of the vague answers and specifically asked an agent to read me the actual ticket notes.

The note said:
“NEED OWNER AGREEMENT — There is no current agreement with the Owner/Developer/HOA and Comcast. The Owner/Developer/HOA will need to reach out…”

So apparently I was not waiting on Comcast to create anything. Comcast was waiting for my HOA/property management to take action.

Huh?? Nobody told me.

No call. No email. No “hey, this ticket cannot move forward until your property contacts us.”

I could have contacted management on September 1. Instead, I lost ten days because I was under the impression Comcast was actually processing the request.

Even after they read me the note, I was still getting generic suggestions like “visit an Xfinity store,” until I specifically asked whether the store could actually resolve an HOA agreement issue. Eventually they admitted I needed to contact property management.
So now I’m contacting my HOA, figuring out what Comcast agreement they need, figuring out whether it’s an MDU/right-of-entry issue, and trying to determine whether Comcast’s own records are wrong.

Basically, I’m paying Comcast for the privilege of managing Comcast’s own serviceability process.
I had gigabit Xfinity before moving. My only immediate alternative now is AT&T fixed-wireless Internet Air, which is complete BUNS.

I have zero confidence in Comcast doing anything here.

But regardless, if your internal ticket literally says “NEED OWNER AGREEMENT,” maybe tell the customer that instead of letting them sit there for ten days waiting for something that cannot
move forward. I have work and stuff dude.

Thanks for reading.