Moved Into a New Build & Having Issues -- Need Help

5 Replies

Hi BP Fam! Need some help here. My husband and I recently purchased a $1.5M SFR that will be our primary home (we rented-out our former SFR). This new house is a new build, that is part of a 9-home development. The builder is what's known as a small builder, unlike KB Homes and other more prominent developers.

We closed on 7/17/18 and began moving in on 7/18/18.  Our agent (who also happens to be the builder's agent) informed us on 7/17 that there was some delays on getting internet/cable installed due to the cable company (Comcast's) fault, but that internet lines will be installed underground on 7/18/18 and we should be good-to-go after that.  Sure enough, while moving-in on 7/18/18, we saw Comcast outside of our house digging and laying the internet/cable lines. 

The next day, we called Comcast to start internet service. Comcast rep. said we should wait 3 days, as our address is still showing as "Unserviceable" in their system.  Fast forward to 7/27/18 -- We decided to go to a local Comcast branch to inquire about internet service.  The Comcast rep. tells us that not only is our address still "Unserviceable," but also that our development will not get internet service until April 2019!  Our jaws dropped.  

QUESTION:  What do we do from here?  I'm in contact w/ a Comcast Branch Manager who said he'll contact their "Tech Ops" unit for a resolution.  I've also emailed our agent about this several times and he swears the builder is going to address the issue ASAP.  Do we have any legal recourse?  

Thanks in advance everyone!  Apologies for the long-winded post.

@Ana Marie B. It would all depend on what your contract said was to be delivered at time of sale. Are you first home done in the development? If you’re first home in, I’d imagine Comcast isn’t in a hurry to get one home on it’s grid. Do you have a phone line? I’d imagine DSL internet service is still available. You also could get satellite internet.. Or simply use your cell phone hot spot.

Thanks @Mark Gallagher . We’re actually the 4th house that has closed, but only the 2nd to have moved-in some of our belongings (we’re waiting to move in valuables until we have a security system in place, which requires a landline or internet...). 

I get what you’re saying and was afraid to hear that. Sucks that it requires several owners to push Comcast to finish adding our homes onto their grid.... Whatever happened to good old customer service? 

As to our contract, I’m not sure if internet/cable was specifically mentioned. I guess it’s one of those things I didn’t pay attention to, as I’m used to purchasing longstanding homes that already have internet lines set up. Live and you learn I suppose *sigh*

Originally posted by @Ana Marie B. :

Hi BP Fam! Need some help here. My husband and I recently purchased a $1.5M SFR that will be our primary home (we rented-out our former SFR). This new house is a new build, that is part of a 9-home development. The builder is what's known as a small builder, unlike KB Homes and other more prominent developers.

We closed on 7/17/18 and began moving in on 7/18/18.  Our agent (who also happens to be the builder's agent) informed us on 7/17 that there was some delays on getting internet/cable installed due to the cable company (Comcast's) fault, but that internet lines will be installed underground on 7/18/18 and we should be good-to-go after that.  Sure enough, while moving-in on 7/18/18, we saw Comcast outside of our house digging and laying the internet/cable lines. 

The next day, we called Comcast to start internet service. Comcast rep. said we should wait 3 days, as our address is still showing as "Unserviceable" in their system.  Fast forward to 7/27/18 -- We decided to go to a local Comcast branch to inquire about internet service.  The Comcast rep. tells us that not only is our address still "Unserviceable," but also that our development will not get internet service until April 2019!  Our jaws dropped.  

QUESTION:  What do we do from here?  I'm in contact w/ a Comcast Branch Manager who said he'll contact their "Tech Ops" unit for a resolution.  I've also emailed our agent about this several times and he swears the builder is going to address the issue ASAP.  Do we have any legal recourse?  

Thanks in advance everyone!  Apologies for the long-winded post.

 I would suggest temporarily getting an LTE hotspot with an unlimited data plan from a mobile provider.

Thanks again @Mark Gallagher !  What other reliable alternatives do you suggest, other than what @Anthony Gayden mentioned (LTE hotspot)?  

At this point, we have ordered 2 LTE hotspot devices from Verizon w/ unlimited data.  However, the Verizon rep did warn us that if internet service is slow in our area (which in general it is), that other households may also rely on LTE hotspots as their main internet source and this may slow down service all around :(  I guess this is a temp. solution until we get Comcast internet installed (or AT&T internet improves from a current snails-pace of 3 megabytes per second).  

We've also went to see the local city/town agency to inquire about this issue and they put us in touch with the Director of Public Works who manages the local Comcast agreement/permit (?) to serve its residents.  

Thanks for your input :)