Monday, June 10th, 2024 3:34 PM


$100 Installation Charge for problem on Xfinity's End


Recently I moved into an apartment complex which has existing cable lines and Xfinity service already setup. I had the self installation kit sent to me as I figured this would be no problem to set up as I have done it numerous times, not only with Comcast, but with other service providers without issues. 

Once I received the kit, I had everything hooked up properly, installed the app, but had no internet. The equipment had all of the correct light indicators as confirmed by the tech that I reached out to through support who went through all of their troubleshooting steps and came to the conclusion that the cause of the problem had to be outside of the apartment. They scheduled a technician and told me that due to the fact that this issue wasn't with the equipment or anything inside the apartment, I would not be getting charged for the visit. 

Once the tech arrived, he did confirm that the issue was outside of the scope of the apartment which was with one of the cable lines and I would again not be getting charged for the visit. 

As you can guess by now, upon viewing my upcoming bill I now see that I did in fact get a $100 charge on my bill after being told numerous times that the issue was out of my control, that my equipment was perfectly fine and is still what I'm using today, that I performed the self install without fail but that the issue required the technician's aid outside of the apartment and access to cables/panels that I did not have access to. 

Any help in having this issue resolved with my bill would be appreciated.

Thank you!

Official Employee


1K Messages

1 month ago

Hello @user_4s9bra, thank you for taking the time to reach out on social media.  I understand your concern with the charge, and I'd like the opportunity to check into that for you.


To access your account, will you please send us a direct message with your full name and complete service address.


To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

2 Messages

@XfinityKrista​ Hello,

Thank you for promptly responding. I have just sent the message through your instructions. 

Official Employee


591 Messages

1 month ago

Thank you so much @user_4s9bra for sending us a message. I am happy we were able to get the billing all squared away. Don't forget everything will update on the Xfinity App for the billing details. Have a wonderful rest of your day! 

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