Visitor
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4 Messages
$100 charge for residential trouble call?
My last billing statement shows a fee for residential trouble call. On that date, the technician came out because the system was not moving past the Welcome screen. Based on my understanding from the technician, the problem was caused by the age of the cable box. This is not something that would have been caused by my own use. Why am I being charged for needing technology that supports the service I pay for? Can you help me understand the reason for this charge?
Thanks,
Accepted Solution
CCKyla
Problem Solver
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411 Messages
2 years ago
Hello! You do have a few different options to replace the equipment free of charge. You can swap it out at a service center, or we can mail you new equipment for a small shipping fee. However; any time a technician brings equipment out or is sent out for repairs there is a fee for a trouble call. There are only certain circumstances where the fee for a technician does not apply.
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CCKyla
Problem Solver
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411 Messages
2 years ago
We absolutely value you as a customer and appreciate you deciding to give us a chance and be a customer. If you'd like, I can look into the account and see about getting a credit posted for the time you were down.
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