1 Message

Fri, May 7, 2021 11:54 AM

Charged for Installation

How do I get this escalated? I'm a new customer and moved into an apartment complex. When I called to setup my account I was told in order to get high speed internet that a tech would need to come to my complex to install a fiber connection. I was prepared to pick up my router/modem and set it up myself. Instead they sent a tech who simply set up my router and did nothing else and said the apt was already set up. When I called Customer Service they said the 3rd party went to the complex and there was a faulty connection into the building so they replaced a part. I was charged $100 for this and should not have been. I simply should have picked up my router and set it up myself. I'm getting no satisfaction to getting this resolved. From the start I thought the whole "setting up the fiber into my apartment" wasn't valid but this is where I now stand, with a $100 charge!


Official Employee


6.7K Messages

2 m ago

Hello user_bfa1fa. Thanks for joining the Xfinity Forums and for creating a post. We are glad you're here. I can assist with reviewing your account, and reviewing the installation notes left by the technician to determine if the install charge was valid or not. We want to ensure you are not billed for any unnecessary or invalid charges. So we can gain access to your account, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.


Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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


Let me know if you have any questions.

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