Visitor
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1 Message
Being charged $100 for technician visit
I picked up the router from the store and chose to self-install because the store staff said it’s easy to install and I can call the number they give for help. But it didn’t work successfully and I had to call the number. The technician came and said the store may have given me a broken router and he replaced it with another one, and it worked after that. And a month later I received the $100 charge in my account. I guess it’s true that company likes to spam people.
XfinityPaula
Official Employee
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1.5K Messages
1 day ago
Good morning user_eb5cqo, Thank you for choosing Xfinity for your internet services! I'm sorry to read that there was an issue with the installation and setup of your services that you needed a technician to come out. Typically, a self installation is very simple, but there are times that we run into trouble and a technician is needed. They are great with correcting any signal and equipment issues as it seems your experience, but with a recent self installation on the account, if a technician is needed within 30 days a $100.00 installation fee is applied to the account.
I'm sorry that we did not explain that better to you when you were advised to do a self installation. I know how easy they can be, and you get to install the services faster than waiting for an appointment, but you should have been informed of the potential charge if there was an issue with the setup and activation.
With it being a gateway issue I would love to check and see if we are able to waive that charge since you should not be responsible for equipment that you are leasing from Xfinity.
Please send us a direct message with your name and service address. I would love the opprotunity to help out and work to have that fee waived.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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XfinityFrank
Official Employee
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1.5K Messages
1 day ago
@user_eb5cqo, we want to thank you for reaching out on the Community Forum for support with your installation and billing inquiry. We are glad we were able to resolve your issue by adjusting the account accordingly. Never hesitate to create another public post for any of your future account and service needs!
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