Visitor
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1 Message
Being charged $100 installation fee for a problem on Xfinity’s end
I chose to self set up my internet and in that process I spoke with an Xfinity representative that said he couldn’t find a signal on his end even when everything was looking okay on my end. He told me he was going to schedule to have a technician come out to check and told me it was not going to be a charge. Once the technician came out he also confirmed this and told me if it does pop up on my account, call xfinity and it will be voided. I called today and the supervisor I spoke with said it’s a valid charge, stating I agreed to it when I didn’t sign anything that states that. This is honestly ridiculous! Definitely would not recommend xfinity, I’m taking my business elsewhere.
XfinityMarcos
Official Employee
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2.1K Messages
3 years ago
Hello, @user_dc563d, I'm sorry your weekend is starting off with an nasty fee like that, those are never fun to get hit with. Their are circumstances where the $100 professional installation fee or tech visit fee are valid. If you start a new account and choose to go with the self-install option, but that fails, then the charge would be valid. Either way, I'd love to take a look at your account and see if there's anything we can do for you. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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namegame
New Poster
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2 Messages
3 years ago
Same here, they want to charge me 100 bucks to install the new xb08 . I received it as a reward for being a Diamond member. It would not work out of the box so a tech was sent out and he could not get it to work either. So after rehooking up my old 07 modem, he tells me he is taking my shiny new xb08 back to the shop. Now they tell me they can reship but it has to be installed by them for 100 bucks. I said I can do it, but they tell me it will not work because of the account codes, shipment vs installation. This makes no sense to me.
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Dashaun
Visitor
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2 Messages
3 years ago
I’m going through the same <Edited for violating forum guidelines> now. I tried to do a self install. Come to find out I didn’t have a service wire going to the house. I was told my fee would be waived because of this. Fast forward… billed $100.
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user_e9868c
Visitor
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1 Message
3 years ago
I just want to note that I experienced the same exact issue as others have described. I was unable to self-install due to the tap not being connected to my line and xfinity not realizing the issue due to an error in their record keeping. I called a CSA regarding the self install and did not agree to activate my account until he answered my very clear questions about activation and there not being install charges if the problem was on xfinity's end. Nonetheless, and despite the CSA's assurances, after the tech came out and connected the tap (which was not correctly noted on xfinity records per suspicion) I saw a $100 charge appear on my bill. This is a pretty horrible new customer experience and makes it quite likely I will be switching back to RCN as soon as I am eligible.
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_is_trash123
Visitor
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4 Messages
2 years ago
At least I’m not the only one going through this. I think Xfinity will always charge 100$ when a tech goes out to you regardless of the reason. I already had my internet set up for weeks and then it stopped working due to something being wrong with my apartment complex’s maintenance room they charged me the 100$ even though I was told over the phone it would be free. How can you charge a set up fee for a service you’ve been using for weeks? I’m stuck with Xfinity too because there the only provider in my area.
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user_f93721
Visitor
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1 Message
2 years ago
I'm facing a similar issue... A $100 bill for every tech visit is ridiculous. Is this true only when we use our own equipment (which is my case), or is it the same even if we choose Xfinity's rental?
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