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Charged installation fee after being repeatedly told I wouldn't be
The site crashed and I'm having to type this all out again.
I moved into a building with Xfinity services. Had to call to troubleshoot Internet problems. Was told I needed a tech and would NOT be charged as the issue wasn't on my end. A tech came and spent around 3 hours fixing things outside of the building saying it would benefit everyone in the apartment who used Xfinity so I didn't mind taking the time out of my day. He also said if the phone rep told me I wasn't going to be charged then I wouldn't be. He said my modem was old, replaced it with a battered "newer" one then added a splitter to the wires in my unit. Two days later my Internet stopped working and I couldn't schedule another tech for a week. Went without internet. Eventually an Xfinity rep called and walked me thru how to remove the splitter and it started working again. However, I now have an additional charge of $100 on my account despite being reassured I wouldn't be. How can this be removed? I would have ended my Internet services upon losing ACP credit if I knew to expect lies and additional charges. I can't afford unexpected charges.
XfinityAmandaB
Official Employee
•
2.2K Messages
1 year ago
@S0123N Thank you for letting us know you were billed for a service visit/install after being advised you would not. That would be frustrating for sure I know any unexpected fee throws me off let alone one I was told wouldn't be there. In most areas, any visit within the first 30 days of service or 30 days of new equipment being activated would automatically cause a fee to be applied, and we have to take care of it after it is applied. I apologize if the proper expectation was not set up for our installation fees when setting up the appointment that is not the experience we want any customer to have. I would be more than happy to help look into any adjustment you were promised. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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