Visitor
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2 Messages
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.
XfinityDena
Official Employee
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4.1K Messages
9 hours ago
As a customer myself, I understand how frustrating internet trouble can be. When you are setting up services you do agree to the following: 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. I would be happy to take a look at the account @user_8zlore 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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