Charged $100 fee after proper self install for cable outside of the home.

Hello,

I was previously a Xfinity customer a couple months ago but took a break to try another internet provider. I recently decided to give Xfinity another try. I chose to do the self installation kit and picked it (the XFi Modem) up from the store.

I had previously done the self install kit without any problems last time I was an Xfinity customer. I followed the same process this time and even set up my network name and password, but received no internet and the light on the modem continued to flash orange indicating a connection issue. I attempted and reattempted the set up for an hour with no change. So I decided to try and contact support. The Xfinity chat assistant put me in touch with two different agents who tried to help me get it fixed remotely. 

After an hour of attempted assistance from customer support via chat, the employee from the repairs division confirmed that it appeared to be working from his end and that it just needed time to send the signal to my modem. Once he said it had received 100% of the necessary signal information to provide me internet the repairs employee proceeded to end the chat after assuring me that all I had to do was unplug the modem for a half hour and then plug it in and it would work for sure. I let 45 minutes pass and then plugged it in and it continued to flash that orange light and have no internet. But I'd been told that I'd set it up properly and that it'd work soon. So I went to bed hoped it would work in the morning.

When I woke up in the morning it was still blinking orange and not working. But I had an email from Xfinity saying "An update on your service, your appointment has been scheduled". It listed that same day's date and a time. I later that morning got a text message asking if I would be home and I confirmed that I'd be home. An hour later I got a phone call from Xfinity support asking if I'd be home for the appointment and I said yes. I also took the chance to ask the employee on the phone if I would be charged for the visit due the appointment being made by Xfinity seemingly to repair an issue on their side not mine. But the employee on the phone said they didn't have that information and that they only confirm if someone would be present for the appointment.

So I assumed there would be no fee because I hadn't seen a mention of one in any of the communications regarding the appointment.

Eventually the technician arrived and briefly verified that everything inside the home was installed correctly. He then went to check outside the home and said that he found that the problem was with one of Xfinity's cables outside the home. He then quickly fixed that and then the internet began working a few minutes later.

From everything I've been able to find/read on this forum it seems that if a technician comes to repair something such as a cable owned by Xfinity outside the home then that should fall under Xfinity's responsibility and will therefore be free. But I've also seen it said that if a technician comes out anytime within the first 30 days then the system will automatically register it as a professional install even if the customer has installed the modem correctly inside the home.

So when I got my bill preview and saw a $100 installation fee for a professional install, I was pretty frustrated. I'd like to ask to please have that $100 credited back to my account to cancel that charge as I had already done the install and didn't need any repairs inside the home.

Thank you so much for any help you can provide.