1 Message
Charged $100 service fee for issue on Xfinity’s end
I chose to install my Xfinity internet box by myself, and while doing that spoke to several Xfinity representatives who could not find a signal on their end. I tried activating my services through the Xfinity app, and because of this I was assured multiple times that I would not be charged the $100 service fee for a representative to come to my house to fix the issue. As such I was very frustrated to see on my bill this month a $100 service fee charge. Again, I was told by multiple Xfinity representatives that since I tried activating my equipment through the app that I would not be charged this fee so am very frustrated that this charge appears on my bill. Reaching out to please rectify this mistake.
XfinityDena
Official Employee
•
3.2K Messages
1 year ago
Thank you for reaching out @user_gtp0if As a customer myself, I understand how frustrating service trouble can be. When you are setting up services you do agree to the following: I chose the self-installation option with the Getting Started kit. I agree that if an Xfinity technician is required to complete the installation, I will be charged a Professional Installation fee of $100. This $100.00 installation fee is necessary as it covers the cost of any outdoor/indoor repairs, replacements, and reconfiguration of the wiring during the appointment to complete the installation of your services.
We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for you with your billing. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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