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Charged $60 installation fee but was told it's only for rewiring

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Charged $60 installation fee but was told it's only for rewiring

I tried to self-install my service but the signal was unable to reach my modem when I called in to activate my service. I wanted to do the self-install to avoid the $60 fee, but since it didn't work, I had no choice but have a technician come in. But throughout the entire phone call with the customer rep (the same person who tried to help me activate the service) I made it clear that I was trying to avoid the install fee and she made it very clear and reiterated multiple times that I would only be charged the fee if there was a need to rewire anything, but if it's just reconnecting wires then there would be no fee. She also noted on my account that they would waive the fee in any case. 

 

I got the bill today and I was charged the $60 install fee. I called customer service and was told that under no circumstances do they ever waive the install fee and that as long as a technician comes out, then there's an automatic $60 fee regardless of what the issue was. She also mentioned that this was something I agreed upon when I agreed to have someone come out, and that nothing was noted on my account. So there seems to be a disconnect between what I was told by the first rep and my call today. Furthermore, I was told by the first rep that the charge is contingent on the issue. In my case, I connected the modem to the wrong wire so the technician found the correct one for me. There was no rewiring.

 

It seems like I'm not the only one being communicated incorrect information. I'm very disappointed right now and at a loss on how to proceed.

Official Employee

Re: Charged $60 installation fee but was told it's only for rewiring

Hi KittyL2,

 

Sorry for the experience you've had while trying to get this resolved. I would like to review your account to see how I can make this right. In order assist you, please send me a private message verifying your first and last name, the phone number, street address, and the account number associated with your services.

 

To send a private message click on my name "ComcastChe", then click private message me.


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