Xfinity Service at 2170 Summit Avenue — Contact and Support Information

Issue or Question

Who do I contact for Internet or cable TV issues at the St. Thomas-owned house at 2170 Summit Avenue?

The residence at 2170 Summit Avenue uses an Xfinity (Comcast Business) internet and cable TV service that is not supported by ITS. This article explains who to contact for service issues, how the account is structured, and what residents and staff should know about the network setup at the property.

Environment

This information applies to: Xfinity (Comcast Business) internet and cable TV service

  • 2170 Summit Avenue, St. Paul — St. Thomas-owned residential property
  • Residents, household staff, and authorized contacts at the property
  • Note: University of St. Thomas campus Wi-Fi is not available at this address

Resolution

Before You Begin

Important: ITS does not provide on-site technical support at 2170 Summit Avenue. Internet and cable TV service at this property is provided by Xfinity (Comcast Business). Only individuals who have been added to the Comcast Business account as authorized users may contact Xfinity directly for support. If you are not an authorized user, contact the ITS Tech Desk for assistance.

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If you are experiencing internet or cable TV issues at 2170 Summit Avenue, follow the steps below. Only authorized account users may contact Xfinity directly.

  1. Confirm the issue is with the Xfinity service (e.g., no internet, cable TV not working, router offline).
  2. If you are an authorized user on the Comcast Business account, contact Xfinity Business support directly at 1-800-391-3000 or via the Comcast Business portal.
  3. If you are not an authorized account user, contact the ITS Tech Desk. ITS can contact Xfinity on your behalf for troubleshooting.

Xfinity will triage the issue and dispatch a technician if needed. Note that the XFi router is mounted on the kitchen counter and cannot be relocated without rewiring the house.

The following describes the network and cable infrastructure at the property:

  • Internet is provided via an XFi router (Xfinity-supplied) mounted on the kitchen counter. This router cannot be moved without rewiring the house.
  • A coax connection in the living room supports cable TV.
  • University of St. Thomas campus Wi-Fi is not available at this address. Residents must use the Xfinity-provided network.
  • Network Telecom may assist with triaging cable TV issues but does not directly support the Xfinity service at this property.

For questions about the physical wiring or infrastructure at the property, contact the ITS Tech Desk, who can coordinate with Xfinity or Facilities Management as appropriate.

Account User Roles

The Comcast Business account for 2170 Summit Avenue supports two types of authorized users:

  • Account Manager: Can view bills, make account-level changes, and contact Xfinity for support.
  • Service User: Can contact Xfinity for service and support issues only. Service users cannot view bills or make account-level changes.
Adding a New Authorized User

To add someone to the Comcast Business account, an existing Account Manager must send an email invitation through the Comcast Business portal. The invited user must accept the invitation and set up a Comcast Business account to gain access.

To request that a staff member or resident be added as an authorized user, contact the ITS Tech Desk.

Caution: Do not contact ITS staff members directly or individually about service issues at 2170 Summit Avenue. All requests should go through the ITS Tech Desk to ensure they are routed and tracked appropriately.

Troubleshooting

If the recommended steps do not resolve the issue:

  • Confirm whether you are an authorized user on the Comcast Business account before contacting Xfinity directly.
  • Restart the XFi router by unplugging it from power, waiting 30 seconds, and plugging it back in.
  • Check whether the issue affects both internet and cable TV, or only one service, and report this to Xfinity or the ITS Tech Desk.
  • If Xfinity has already been contacted and the issue is unresolved, ask for a case or ticket number and provide it when following up with the ITS Tech Desk.
  • Record the complete wording of any error messages or status lights on the router before contacting support.

Additional Resources

Related Information

Use the following resources for related instructions or additional assistance:

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