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Dch06
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Sunday, July 28th, 2024 4:29 AM

Charged for outside line that is Xfinity liability

We have had internet issues for 2 months now. We have made multiple calls, did multiple online chats for troubleshooting, went in store to change our router and had 2 techs out in the last week to finally have the issue found. It was the outside cable that was weathered. Then I get my bill and I have a charge for $100 to replace the outside cable line, that I was told I wouldn’t be charged for. There were no issues in the home and the outside line is not my liability. To top it all off, I work from home, this put my job in jeopardy due to being dropped from video meetings and under performing with the bad service. Then to have this charge! Unacceptable and very unprofessional. 

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4 months ago

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XfinityWilliam

Official Employee

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1K Messages

4 months ago

Hello @Dch06. The outside line that was the issue, was this the line coming from the main feed at the street, to your house, or another wire outside your home?

 

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Dch06

2 Messages

We live in the country, it was the wire from the main box in the back of the house (the tech showed me the box and it had 4 connections- which my neighbor is also connected to) outside to the house. Also to note that I was advised there would be no charge.

(edited)

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4 months ago

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XfinityWilliam

Official Employee

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1K Messages

Thanks for letting us know, @Dch06. Let's take a closer look at this. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

 

(edited)

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4 months ago

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