Being charged technician fee $100 for an issue that was with the outside service cable line

Concern moved here for greater exposure to actual Comcast employees for assistance. 

@EG As always, we appreicate you bringing these concerns to us so we can investigate right away! 

@user_4f9caa It is very much appreciated that you let us know when something is not right. We base our customer care off (Edit: Formatting) the idea that the best product we can provide is your experience. I can appreicate where your frustrations are coming from since first, you had service issues and then you were under the assumption that there would not be a charge. Your satisfaction means a lot to us and we are going to turn this around. After our conversation, you will walk away feeling valued for your business. Let's go ahead and move this to a direct message so that we can ask for account details you would not want to share publicly. Below are the steps to initiate that conversation. Thank you! 

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Same type of issue here… all of our services were out for 5 days before we could get a tech out… partly because of our work schedules. Turned out our neighbor cut through our line… Xfinity charged us the $100 fee, as well, for splicing the line… they didn’t even have to run a new one. We have no control over what our neighbor does in his yard!!!

They did end up crediting the charge as a ONE TIME COURTESY… even though the hook up is in his yard, in the future, they will charge us… same goes if a critter chews through it. 

Crazy! 

This is ridiculous. I just had the same issue. I’m being charged $100 because Comcast had to install the cable from the street to my house.

Im having the same problem. I just moved into my home and they are trying to charge me for cables that dont work on the OUTSIDE of my home. In fact according to them - i dont have the correct cables. Im not requesting an activation. I can activate myself. But they are calling this service activation. I am not happy and thinking of canceling now. i just signed up an hour ago. This is bad customer service. Im going to call another cable company to have it done right. 

Can the $100 one time installation fee be removed from my billing please? this is for the home internet and I'm a new customer.  I am renting the equipment with Comcast.

Same issue as other's posted! Comcast did not tell me that this fee would be charged, in fact they said it would be free! All the technician did was switch out an old cable on the outside of my house. Super frustrated about this $100 and would like a one time courtesy to remove this charge. 

Similar experience for me as well. I had no internet for 3-4 days due to a faulty switch/cable (because it was an old hardware) in the Xfinity Box in my neighborhood. The technician replaced that and I was back online. I was specifically been told by the phone operator that I won't be charged for this visit if the issue is not with equipment installed by me(router, modem, cables and connections within my house). Still I had been charged with $100 for technician visit. SUPER FRUSTRATING!!

As the fault is with Xfinity infrastructure(hardware), customer or the tele-support agent can not fix it. And if they have to send technician out to fix it, customers are forced to pay for it. Customer don't have an option but to pay for it or live with broken internet. Not sure how Xfinity sees it, but it sure qualifies as extortion in any other situation.

Xfinity is making customers pay for fixing Xfinity's infrastructure. Not sure who is making these policies in Xfinity, but it sure is completely immoral, unethical and borderline illegal.

I’m just so disappointed in this company 

the same thing happened to me we moved took our modern which are under internet essentials my daughters were taking classes at home after a month my internet stopped working 

I started to chat with someone at night trying to get things running because my daughters had school the next day we couldn’t get it to work she tried multiple times without any success and so did i for hours we tried till she said she needed to send someone in I agree sign the papers she read to me COVID restrictions from when the technician came in never did she said you will be getting charge nor did I ask I mean I’m under a program that is helping me

pay for something that otherwise I wouldn’t be able to pay you will think that is the first thing they will warned you about

I mean The guy came in switch the box to another room because he said signal was higher there didn’t change any cables because he couldn’t reach the attic in the garage because of all our moving stuffs and then I get a bill for $100 I’m just absolutely disgusted because it’s not just happening to me but with other people as well and they continue to do so without any regards to the customers specially with all happening prices going up I mean you will think but I know better then to know when things like this keep happening without any change or regards to customers how easily one day they’ll get replaced 

Wow.  I just found this forum after just getting off the phone disputing a $100 service charge I did not expect. 

I changed my TV package and also upgraded my internet package to 600 Mbps.  I wasn't getting anywhere near that speed.  A call to Xfinity resulted in them doing some 'checking' and then said I needed to contact Netgear.  I expected that and it was not a problem.  I spent hours over a few days with their great technical support but they couldn't figure out why I wasn't getting faster speeds.  Finally, they believed the router is the problem and would replace the router.  First they suggested I contact Xfinity to come to my house to check the OUTSIDE cable to see if it was giving 600 Mbps.  It is doing that.

Yesterday I get an email about my next billing statement that included a $100 charge for the home service call.  I disputed that as I was not told by the person who set up the service call or by the tech who showed up.  I was under the impression that a call to check or service the XFINITY owned cable to my house would not generate a charge.  But if the tech came into my house it would then generate the charge.  Apparently, that is not correct as I was just recently told.  The $100 charge is generated by a service call whether or not the tech comes inside the house to check cables or equipment.

That's not right.  I have dealt with techs from other companies and they don't charge when checking or repairing THEIR equipment.   The tech I spoke to earlier today said she could credit $50 of the charge.  She also said that she gets A LOT of these types of complaint calls about that charge.  I've been with Xfinity for almost nine years.  I had a choice to get AT&T internet but opted for Xfinity.  Needless to say, I have a very sour opinion of Xfinity right now.

I am having a similar issue. I signed up for Xfinity in September. I tried to self install, but nothing worked. After talking to multiple agents over the phone and chat, they finally agreed to send someone to our house at no charge. The technician arrived and said that there were issues with the cable line itself, and he again said it would be no charge. I was charged $100. When I called the next day, I got a very rude agent that said there was nothing I could do to get that charge rescinded. Now it is November and our internet has completely stopped working. I was not home, so my wife tried to call but could not reach a human agent. She used the chat feature, and the agent not only changed our plan without consent, but they charged us $15 for another self install kit (we have been customers for two months!!) and another $100 for a home visit. This is ridiculous, and I am about to cancel my service all together!

I agree! I would like to know how to dispute the same $100 charge I just received on my account. I have triple play and pay for landline phone service which I’ve never used. When we had our new modem hooked up the Xfinity tech person who was there (no charge) recommended we get a landline phone to hook up to the modem in case of emergencies or to use because I am paying for the service. So I purchased a landline phone inserted to modem and no dial tone. Called Xfinity tech dept rep. He told me no problem he would schedule an appt for me to check it out. I said that would be fine on one condition, did not want to be charged a tech fee! He told me there would NOT be any charge bc I am paying for the service, the only charge would be if he had to get into wiring inside the house, which I knew would not be the case bc it’s just a modem landline issue. So appt was set, tech worker came no big issue! He just gave me the Xfinity phone cord to use instead of my landline phone cord to plug into the modem, and he called Xfinity and had them send a signal to the modem to get the dial tone through the cord. THE END. 
I just got my bill and was charged $100! 
I called to complain, and as “sorry” as they were they said bc my first scheduled tech appt was not recorded for their info that it would be a valid charge! I have cried this out and don’t know what to do. They offered partial credit. But that is unacceptable! This is a scam! I am on disability, a single senior on a fixed income. I have been with Comcast since 2012 but loyalty means nothing. Horrible customer service. I will not pay this, as I did not sign anything. I need to know what to do to dispute this! 

We are dealing with the exact same situation. We just moved here and signed up with Comcast. We were unable to get a connection... after a few calls with we were good to go... we just received our bill for January - we finally got the $10.00 off for the autopayment we set up at the beginning but now there is $100.00 service charge on our bill for repairing/replacing their faulty equipment - the outside line.  Truly irate and even more concerned after reading all these... it sounds like they automaticall charge customers any time a service technician is called out to a residence, without any regard as to whether it is legitimate or not.  We are on our way to their office this morning, not looking forward to this at all.

This company is really the worst. I 've been a customer with them for several years as well paid on time and all. I have an investment property and against my better judgement (and since there was not other provider at the time) I use Comcast. Well, my tenant ended up having connection issues. After many phone calls and troubleshooting sessions, the rep suggested having a tech come out. I couldn't be told for sure if I'd be charge. 

He came out and nothing was resolved. My tenant told me she still could not connect and she went out and got service with T-mobile. Not wanting to the the $110 I continued to pay make payment even though it not being used.  It was not used for 60 days (two billing cycles)I  figured I'll look at the issue once the tenant moves out. Well how about card was charged $137 and $34 two days apart. I called Comcast to understand what this  billing is about. They so mismash the service, nothing made senses.

I asked them to look into my account and they will see in their system that there is no connection on my modem (the same modem they kept asking me reset and troubleshoot). The rep told me she couldn't check and all kinds of excuses. She put me on hold and hung up on me. 

I call 2-3 days later ask the same questions, the rep (who is not US based) said he'll go ahead and fix it. He understands I hadn't used the service I had been paying for.  He asked me if I want it back on my card or credit to my account. I asked for it back to my account. 

I checked over this weekend and nada. He lied. 

I called today and explained AGAIN to the rep my situation. I told him if Comcast really value their customer with two accounts. The would remedy this. 

He told me that request was escalated and the $100 was properly charged. I asked him to cancelled my account. 

I cannot believe that they could not even take into consideration that I had not used the service for two billing cycles. They could credit me those cost. 

The rep just casually canceled the account and told me to have a nice day. That's me the "valued customer". 

They are just the worst, just in line with Bank of America.