$100 Professional Installation Fee Dispute

Hello,

I am formally disputing a $100 professional installation fee that was added to my account.

I originally requested a self-installation, but my owned modem could not connect because the existing service/outlet at the residence was not functional. A technician was dispatched and determined that the issue was not caused by my equipment or anything I had done.

The technician had to correct the existing Xfinity service/infrastructure, including installing a MoCA filter at the outside ground block, in order to restore the signal to my modem. I was also specifically told by the technician that I would not be charged because the issue was related to the existing service/infrastructure and was not caused by me.

I have since contacted Xfinity billing and was told that the technician’s notes are the reason the $100 fee cannot be waived. I am disputing the accuracy and classification of those notes because they do not accurately reflect the circumstances of the service visit or what I was told by the technician.

I am requesting that an official Xfinity employee review the complete technician work order/resolution notes and the circumstances of the visit, rather than relying solely on the disputed documentation, and correct the $100 charge.

I have the relevant ticket/case information and can provide it through the appropriate private channel.

Thank you.