I just checked my latest bill and I have two charges under "other"
Failed CHSI SiK for 50
Failed Video SiK for 25.
I was told that since service was already active at my new apartment, I can just take the self install kit and set up cable and internet by myself. Great I don't have to pay installation fees.
I got home, nothing worked, so I returned the box, and they gave me a new one, mentioning that sometimes there are bad boxes. Still had no luck getting it to work, so they sent a tech guy and told me I would be charged $50 if the problem is on my end.
It turns out the service was never "on" at my apartment. Tech guy went outside, flipped a switch, and everything worked.
Can they charge me for this? There's is no way I could have known the service was not on, especially after I was told it was. Secondly, that's not a problem on my end. I can't just walk outside and flip the service switch on.
I've called billing and the lady said she would escalate it to her manager, but I don't think she gets the situation. She thinks its my fault that I couldn't get the self install kit to work.
You should not be charged for a tech to flip the switch.
That is a part of the Comcast network, something you would never mess with.
Click the Customer Guarantee link in my post. Read #3. Call Comcast again, read that to whoever you talk to, tell them it is a part of the Comcast network and to remove the tech service charge.
If you have any problems getting it removed, post back here and someone can escalate this to the forum administrator or tell you who to contact.
Comcast employees must be authorized to post in the forum in an official capacity. Employees posting here have their names in red and are designated as employees. Names not in red are customers.
This is done to protect customers and for assurance that they are dealing with a Comcast employee. Non-Authorized Employees are allowed to post but cannot state they are employees nor can they allude to being employees.
Queen Evie, I was not able to convince billing to take off the charges. Their argument is I should know whether the service is on at my apartment or not and hence it is my fault that I could not get the self installation kit to work.(Despite the fact that I was told service was on and it would be an easy installation by the local office)
I was charged for this fee too, and it was the same situation as Ryank236. The tech came and fliped the switch on outside of my home. I called comcast about this, but the manager said she will contact the technician to see if the local contractor will waive the fee. Did you get it resolved Ryank236?
So I received the same charge. I was looking online for an explanation and found this forum. I know without a shadow of doubt that my connection worked because I was able to get my Internet modem to work and set-up my online account using the internet connection established from this connection point etc. So I am posting her to show and elevate this complaint about this Failed Video SIK charge. Wish me luck, calling billing customer service now and will post a follow up. After reading these posts this should be interesting.
Failed SIKs charges are used when you do a self install kit and need a tech to come out because you cannot install it yourself. Yes the agents should be telling you of the charge when scheduling the visit, but lots of customers don't want to hear that there would be a charge so the agent doesn't even mention it to just get off the phone.
I have a similar situation. We installed everything properly (I was a technician for a living) their equipment failed and I am being charged $50 for a lazy tech that came to my house on a Sunday, told me everything I did was correct, everything on our end was fine, and that their equipment was defective. He then did his paperwork wrong because he was in a hurry to leave and I get stuck with a bogus bill for faulty equipment that I'm not allowed to touch or repair. It was not failed video sik, I did everything right. I installed it, it just didnt work. It was their equipment that failed and Comcast has lazy techs that fill out their paperwork wrong. We will cancel our service promptly, this is very underhanded and shady business practices from Comcast.
neurotx wrote: I have a similar situation. We installed everything properly (I was a technician for a living) their equipment failed and I am being charged $50 for a lazy tech that came to my house on a Sunday, told me everything I did was correct, everything on our end was fine, and that their equipment was defective. He then did his paperwork wrong because he was in a hurry to leave and I get stuck with a bogus bill for faulty equipment that I'm not allowed to touch or repair. It was not failed video sik, I did everything right. I installed it, it just didnt work. It was their equipment that failed and Comcast has lazy techs that fill out their paperwork wrong. We will cancel our service promptly, this is very underhanded and shady business practices from Comcast.
Did you call 1-800 Comcast Billing Departmernt about it?
Need Email Help? Please post the following information in your post. Do you use XfinityConnect? The Full or Lite version? Do you use an email client? Which one? (Eg; Windows Live mail, Outlook, a smartphone etc.) Which browser/version do you use? And- have you cleared your browser cache? Which operating system? XP, Vista, Windows 7, Mac OS X Details of the problem you are having.
Slightly different, frustrating experience, i upgraded to the xfinity one dvr and wireless gateway, and after getting a large box delivered to my porch, installed it my self, and it worked ok but there were issues with the dvr and hsi service that I could not resolve with comcast over the phone. They could connect and communicate with my equipment fine but could not find the problem. They said they would send out a technician, and everything checked out inside. They put in a new cable outside after seeing some noise on that line and said there are some issues with the cable network in the neighborhood and we should wait to see if the problems resolve. The issues do seem to be resolved, but a month later I received on my bill under "Other Charges & Credit" a $70 Failed Video Sik charge. After about a half hour on the phone with customer service, they finally agreed to credit the $70 if I would sign up for the Service Protection Plan for $4.99 per month. I said fine, but in reading that plan it only covers the wires inside the home and issues arising from my own equipment. It does not protect (ie no service call charge) service issues outside the home. As stated in #3 of the Comcast Customer Gaurantee: "we won’t charge you for a service visit that results from a Comcast equipment or network problem."