FAQs
FAQs

Customer FAQs

Q: I heard that Comcast/Xfinity will be taking over Southern Vermont Cable Company. What does this mean?

A: Comcast reached an agreement to purchase the assets of Southern Vermont Cable Company (SVCC) and the Vermont Public Utility Commission (VPUC) granted Comcast all regulatory approvals necessary to operate SVCC’s network, including a Certificate of Public Good that allows Comcast to serve all of the communities SVCC served. This means that Comcast can begin to bring its robust suite of Xfinity and Comcast Business products and services to former SVCC customers and consumers in SVCC service areas.


Q: Does this mean I will get Comcast/Xfinity service?

A: You will be asked to choose a comparable Xfinity package.


Q: Can I keep my SVCC services?

A: You will not be able to keep your SVCC services and you will need to choose a comparable Xfinity package.


Q: SVCC just drop several channels (WTEN, WPIX, WNNE). Will Comcast carry these?

A: No. We understand that some of the programming available on these stations may be of interest. While these stations will no longer be available in your lineup, you can view much of their programming on their respective websites, apps, other local stations we offer.


Q: When will my services be transitioned from SVCC to Xfinity?

A: Comcast is currently developing the full customer transition schedule. We anticipate the first transition to take place in early July. Transitioning you over to Xfinity will run weekly and we expect to transfer all customers over by late fall 2020. Please click the link on the home page of this site to view the current schedule by street. If you do not see your street on the schedule, please check back as we will be making regular updates. A full schedule will be published as soon as it is available. You will be notified by mail at least 30-Days prior to your transition date.


Q: What services will Xfinity offer?

A: We look forward to being able to offer faster broadband speeds and a wider array of choices for video, voice, home security and automation, and mobile services as well as Comcast Business products and services to more consumers in the Green Mountain State.

You’ll have access to Comcast’s innovative suite of products and services. Comcast will also offer faster internet speeds with xFi and Xfinity WiFi and more programming and service options to meet the diverse needs of former SVCC customers.

Xfinity offers a variety of video service tiers, premium movie packages, subscription sports packages, and a la carte international programming, which will allow former SVCC customers to choose the service tiers that best fit their interests and budget. Comcast will also introduce and offer its Xfinity X1 video system and Xfinity On Demand, providing access to even more viewing choices.

In addition, you’ll have access to Xfinity Internet with speeds up to 2 Gigabits, as well as products and services that were not previously available through SVCC, such as Xfinity Home, for home automation and security and Xfinity Mobile, a wireless service designed for the way people use their phones today.


Q: Will my bill increase in cost as a result?

A: Comcast will offer a variety of packages that are in line with SVCC pricing. You will also have more choices and better value through all our products including Xfinity X1, Xfinity xFi, Xfinity Stream, and now Xfinity Flex. We will send package and pricing information within 30-days of your transition date. In the meantime, please visit xfinity.com or call 1-855-468-0600 to learn more about our products and services.


Q: Will I still be able to make bill payments via the lockbox drop off or in-person at TD Bank and People’s Bank after I’ve been transitioned to Xfinity?

A: While Xfinity bill payments cannot be made via the lockbox drop off or in-person at TD Bank or People’s Bank, Comcast offers multiple options for our customers to make both automatic and one-time bill payments. These options include Automatic payments, Online, via the Xfinity My Account app, via the Xfinity Connect app, by phone (agent or IVR), via a payment kiosk at a local Xfinity Store or Service Center, by mail or at a contracted Western Union location (contracted Western Union locations can be found at 1-800-325-6000 or at westernunion.com; fees may apply).


Q: When will I know the actual date my services will be transitioned from SVCC to Xfinity?

A: You will be notified by mail 30-days prior to your transition date.


Q: What actions will I need to take to transition to Xfinity?

A: You will need to select an Xfinity service package and schedule an Installation date. The order process will include the creation of an Xfinity username which gives customers access to My Account and pre-activation video content using the Xfinity Stream App.


Q: What is the transition experience going to be for me as I they transition from SVCC to Xfinity?

A: Customers will be transitioned from SVCC to Xfinity by neighborhood, starting in July. Comcast will send you an initial notice 30-days before your transition date, along with other follow-up communications. You will be asked to select an Xfinity package that suits your needs and to set a Home Drop Off appointment for a date on or after your transition date.


Q: Can I choose the date my services will be transitioned to Xfinity?

A: Comcast will identify the date on which your services will be transitioned and you will be able to choose a convenient day and time, on or after your transition date, for a service installation.


Q: Why do I have to schedule a service installation appointment?

A: We are in an unprecedented time and protecting everyone’s safety – our employees and our customers – is vital. In light of the evolving environment, we have taken extra safety precautions that include limiting technician visits in the home to only when it’s necessary to ensure they are connected to critical services that they need right now. We are completing as much work outside of the home as possible. You will be asked to select installation for a date on or after your transition date, when an Xfinity technician will deliver a self-install kit to your home and will be available to address your questions and make sure you get properly connected and set up with service.


Q: Will there be service disruption of any of my current services during this transition?

A: Comcast engineers, in coordination with field technicians, will work during early morning hours to minimize any service interruption while the cable network is migrated from SVCC to Xfinity.

For Video: In the period between your transition to Xfinity and your Home Drop Off appointment, you can access Xfinity video service using the Stream App on your mobile device or computer. An Xfinity technician will support the installation of Set Top boxes at the time of service installation.

For Internet: The existing modem/eMTA you have in the home for Internet will continue to work after you are transitioned from SVCC to Xfinity. However, you may not get the full Xfinity speed or have access to Xfinity features like xFi until your service installation appointment when you switch to an Xfinity modem.

For Voice: The existing eMTA for your Voice/Phone service will continue to work after your transition to Xfinity. You will be able keep your telephone number.

For Email: Comcast is coordinating with SVCC to ensure @svcable.net email accounts remain active during the transition period.


Q: Can I keep the cable modem and TV boxes I have now with SVCC?

A: SVCC TV boxes must be replaced at the time of your Home Drop Off appointment. SVCC TV boxes and not compatible with Xfinity TV. SVCC Cable modems will also need to be replaced at the time of your Home Drop Off appointment. SVCC cable modems do not support Xfinity Internet speeds.


Q: If I own my own cable modem, can I use it with Xfinity Internet?

A: Visit Xfinity My Device Info web page for a list of approved cable modems at xfinity.com/support/devices. Just enter your zip code and select a desired speed to learn more. You will receive specific communications 30-days prior to your transition date with more information on your options.


Q: What will the installation process be like when I transition to Xfinity?

A: We are in an unprecedented time and protecting everyone’s safety – our employees and our customers – is vital. In light of the evolving environment, we have taken extra safety precautions that include limiting technician visits in the home to only when it’s necessary to ensure they are connected to critical services that they need right now. We are completing as much work outside of the home as possible. You will be asked to select a service installation appointment for a date on or after your transition date, when an Xfinity technician will deliver a self-install kit to your home and will be available to address your questions and make sure you get properly connected and set up with service.