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Cable Operators

Comcast’s Self-Install Kit Cuts Back on Truck Rolls

5/16/2011 12:01 AM Eastern

Looking to boost customer satisfaction
— and eliminate the cost of a cable technician visit
— Comcast is offering customers self-installation
kits designed to let them hook up cable TV, voice and
broadband all by themselves.

The Xfinity self-installation kits can be ordered
online at Comcast.com or by phone at 1-800-
COMCAST, for a $9.95 shipping and handling
charge. That’s
compared with
the MSO’s average
installation
fee of $50
to $60 (varying
by market).

Not all subscribers
are
eligible for selfinstallation.
According to
Comcast, customers
will
require a professional
installation if
the residence
isn’t pre-wired
for cable or if
they have systems
that will
be monitored
through their
digital home
phone service,
such as home
alarms or health-monitoring systems.

Available in all markets, the kits cover single-,
double- and triple-play bundles.

Comcast said the self-install options are available
across its full portfolio of set-tops, DVRs,
digital terminal adapters, cable modems and embedded
multimedia terminal adapters, which vary
depending on market.

The self-install kits “give customers the ability
to install their services anytime and at their
convenience, without having to even call us,”
Comcast Cable senior vice president of customer
operations Rick Germano said in announcing
them.

“Making the self-installation experience better
and easier is one of several investments to
improve the service and support we offer our customers,”
he added.

Each component of the kit is packaged with stepby-
step instructions, printed on the inside of the box
lids, with color-coded pieces of equipment and cables
arranged in an accessory tray.

Once the equipment is connected, customers can
activate their services online at www.comcast.com/
activate.

September