Welcome to Xfinity Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,859,649

members

1,397

online

29,188

topics

Top

Early termination fee moving to unserviced area

New Poster

Early termination fee moving to unserviced area

We are moving to a non-Comcast serviced area and would love to continue our service but, obviously, cannot. We have been really happy with our service and when I spoke to the rep last year about bundling the Triple Play because our rates went up, I specifically asked about this because we thought it might be a possibility that my husband's career might lead us to another city. I just called to cancel service for later this month and am being told that an early termination fee applies. Even though I was told otherwise on the phone. Notes in their system do not indicate that this discussion occurred, but I know I asked. They record these conversations. Can I require they pull this recording out for review so I can prove that I was told no ETF would be charged? I am frustrated that this is happening. I always hear about horrible Comcast customer service but I have always thought otherwise. Until now, that is. This is frustrating!!!

New Poster

Re: Early termination fee moving to unserviced area

I posted the same thing last night so it will be interesting to see if either of us get an answer.  Our move was not a voluntary one so it's not like we had an option.  I took someone else's suggestion from this forum and filed a complaint with my state's Attorney General.  I have seen several answers from others that say "tough luck", "deal with it" (paraphrasing, of course) but I don't agree with that at all.  In my opinion, if Comcast claims you have a contract and are breaching it, then so are they because they are not providing the service you're paying for (and can't provide it).  I'm wondering if I had applied for a transfer of service first and been told it wasn't available if that might have shortened this process.  

 

 

Problem Solver

Re: Early termination fee moving to unserviced area

I you read your contract, it clearly states that you get a discount on your package for 1 or 2 years depending on the contract. In return you must keep your service for that period of 1 or 2 years or be subject to a ETF fee. The execptions are death or military orders. Moving to an area that Comcast doesn't service is not an execption and you are subject to a ETF fee.Smiley Happy

Service Expert

Re: Early termination fee moving to unserviced area

For correct information regarding Early Termination Fees [ETFs] please read the sticky FAQ located here.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Official Employee

Re: Early termination fee moving to unserviced area

Hello, Nativeoregonian. As others have mentioned, the Early Termination Fee is indeed applicable if you move to an area where Comcast does not offer service. I'd be happy to see if the call audio is available from the conversation you mentioned for me to review in regards to your Early Termination Fee dispute. Can you please provide me with the date the call took place so I can narrow down where to look for the call?


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: Early termination fee moving to unserviced area

Hi, ComcastMax! It would be great if you could track down the recording. When I spoke with Marcus in customer service, he stated the agreement was dated February 22 of last year. Sorry for the delay in my response. I appreciate your assistance!

Official Employee

Re: Early termination fee moving to unserviced area

Nativeoregonian, I've reviewed the notes on your account and unfortunately the audio from 02/22/16's call is not available. You can review your term agreement under the My Account tab when logged into your account at xfinity.com. Since the call audio is unavailable we will need to go by the term agreement you accepted. I apologize for the inconvenience.


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: Early termination fee moving to unserviced area

I plan to take my issue to the top, its insane to charge an early termination for a service you cannot provide me.  You are at fault as I'm actually moving to an state which you have service but have no lines running to my rural area.  Thats your problem not mine.  

Admin1

Re: Early termination fee moving to unserviced area

Hi alsward -- Our contracts are a two-way agreement. We agree to provide you your service at the agreed upon price for the contract duration. You agree to keep service for that contract duration. By moving and disconnecting your account, you're breaking your end of the agreement. It's also written into each contract that breaking this agreement for any reason, this would include moving to an area that we do not service, results in early termination fees. The fees would be valid for this reason. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: Early termination fee moving to unserviced area

I just discovered unfortunately that since the area I am moving to is not serviced by Comcast, I have  to pay an early termination fee. When I signed up, the only mention of an early termination fee was if I cancel the contract. Why does Comcast interpret my moving to an area they do not service as my cancelling the service? 

Highlighted
Service Expert

Re: Early termination fee moving to unserviced area


@Stacey24 wrote:

I just discovered unfortunately that since the area I am moving to is not serviced by Comcast, I have  to pay an early termination fee. When I signed up, the only mention of an early termination fee was if I cancel the contract. Why does Comcast interpret my moving to an area they do not service as my cancelling the service? 


If you're in a contract and you're moving to an area that Comcast is not in, you're effectively breaking the contract, not Comcast.  In the contract you agreed to keep the service for the term of the contract and Comcast agreed to provide service to you during that time.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Forums Tips and Tricks:
Tagging Posts... See More
Discussion stats
  • 10 replies
  • 4775 views
  • 5 kudos
  • 8 in conversation