Charged installation fee for outside line repair / Told it was credited but nothing shows

Thanks for posting on our community forums, user_ljq0yz. I completely understand your concern, especially since the self-install couldn’t be completed due to an issue with the outside line. I’m also sorry that your previous conversation didn’t result in the credit you were expecting. We’d be happy to take a closer look at the account, review the installation charge and previous interaction, and see what options we have to help get this resolved. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue. 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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 that 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

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514