Visitor
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3 Messages
$100 installation fee
So I live in an apartment complex that services are supposedly connected outside already. So going to a store to pick up equipment is nothing and hooking it up is simple as well. By doing this as the company would prefer I am saving the company money by not having to send a tech and I was more than happy to assist by doing my own install. Well after however long I was on the chat system and then on a phone call with someone from another country they ultimately decided that I needed a tech. So now the tech comes out and has to enter the panel inside my bedroom closet to change connectors and hook up the correct line. So for this reason my services would not work until afterwards. Now if I signed up initially for a tech to come do a "professional install" then I would accept this charge. Now even though everything on my side of this process (SIK) was done correctly, the other side of the wall plate wasn't tied in correctly I have to pay $100 installation fee haha. Pays to be the big brother that doesn't have to care about all their customers since they own basically the country when it comes to telecommunications. Bravo to you to Xfinity for such great customer service!
CCMorgan
Gold Problem Solver
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3.3K Messages
3 years ago
Hi! That's definitely a frustrating situation! Did the representative that you spoke with go over the way our failed self-installations work? If not, self installs are not something that are guaranteed to work successfully. Of course like with your situation - you didn't have much control over whether the install was successful or not, because we had to access that panel which you wouldn't necessarily have known about. I know you covered everything in your control, with hooking up the equipment since as you explained - it's a pretty simple process to physically connect/hook up. In the event of a self installation being unsuccessful though {for whatever the reason} and if/when we have to schedule a technician out within 30 days of you receiving the equipment, there is a charge for that. It's something you have to agree to as well through a consent form via email or text message, prior to us being able to actually schedule the appointment. The reason for that is because it is a charge that goes onto the bill. The fee is due to the fact that we're paying someone to come out, for fuel to get to your home, plus any supplies that might be needed during a failed self installation like running a new from outside to inside, etc. I hope that helps bring more clarity to the situation, and I'm sorry your self install wasn't successful! It is a one-time fee, so it's not something you should have to worry about again unless you move to a new address, or something of that nature. I hope that helps.
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CCMorgan
Gold Problem Solver
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3.3K Messages
3 years ago
Gotcha. Hmm. So when the agent was getting you scheduled, do you recall receiving an approval link via email or text message within that timespan of working with them on that?
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