Here are some things to know before your visit so everything goes smoothly.
Manage your appointment
You can manage your appointment through:
- Text message.
- Your online account.
- Your Xfinity X1 TV Box.
- Xfinity Assistant.
For help using self-service options to manage your appointment, see how to manage your Xfinity appointment.
If you’ve signed up to get texts from Xfinity, you’ll get text updates about your appointment and your technician’s arrival time. Your technician won’t call before they arrive.
Appointment Waitlist
The Appointment Waitlist puts you on a digital waitlist for an earlier appointment if one opens up.
- Learn more about how Appointment Waitlist works.
- Sign up for the waitlist here.
Potential charges
Service visits may include a fee:
- If a technician is required to complete an installation, a $100 charge will apply.
- If the technician finds that the reported service issue isn’t related to Xfinity services or rental equipment, a $100 charge will apply.
- This fee is waived for existing customers who are having an Xfinity related service issue.
Before the technician arrives: Pre-appointment checklist
Before your technician arrives, please make sure that:
- Your contact information is up to date.
- Check your mobile number and email in the Xfinity app so you can get appointment updates.
- You can download the Xfinity app and other Xfinity apps at xfinity.com/apps.
- An adult (18 or older) is home for the entire visit.
- Appointment timeframes are scheduled in two-hour windows. The technician may arrive at any time from the beginning of the timeframe to the end.
- The technician may ask for a photo ID.
- If only a minor is present, the technician can’t enter your home.
- If the adult leaves at any time, the technician can’t finish the job.
- Pets are secured in another room.
- Service animals may stay with you.
- The technician can easily reach the areas they need to work in.
- This includes lock boxes, utility rooms, and basements where Xfinity wiring is located.
- Move furniture at least three to five feet from walls if needed.
- Technicians cannot move your furniture.
- Make sure cable outlets and the cable entry point to your home are easy to access.
- All Xfinity equipment and your own devices are ready and in the right rooms.
- Remove equipment from packaging and place it where it will be installed.
- Make sure your computers meet our minimum system requirements.
- You’ve checked your lease, if you rent.
- Make sure you have any approvals needed from your landlord for the work being done.
- Xfinity does not require written permission.
- The technician may need to drill inside your home if installing services.
- Technicians do not install new outlets in apartment buildings.
Using your service
As a reminder, even 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:
- Use Xfinity WiFi hotspots.
- Watch TV shows and movies on the Xfinity Stream app and online.
- Manage your WiFi network.
- See your account settings.
Contact us
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.
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.
