Charged for technician visit?

Hello,

I recently moved into an apartment, and I attempted to transfer my existing Xfinity service. The new apartment has a pre-installed xFi gateway and optical network terminal. Since moving in on 02/23, as of today, 02/27, the internet is still not working despite the fact that a technician already visited and spent almost two hours troubleshooting. The technician determined that the pre-installed gateway was malfunctioning and elected to replace it. In spite of that, I am still without working internet. A technician is coming again, later today, to attempt to fix the issue. That said, the $100 Failed HSD SIK surcharge is unwarranted not only because there was no Self-Install Kit involved, but also because the device itself was determined to be faulty by one of your technicians. More care should be put into placing these charges on customers' accounts.

I am requesting that this surcharge be removed from my upcoming bill and that I receive a credit for the days that I have gone without any working internet despite paying for it.

Thank you.