Charges for a technician

After reviewing the account, and the work order, it was determined the customer base issue was a degraded drop, meaning the line outside the home connecting the premise to the tap. In this instance, the account is eligible for an installation waiver. As of 9/22/2021, our chargeable visits policy is as follows:

 

What types of service visits do not incur a charge?

 

• Premise Health Test (PHT All Out): If the customer is out of service on all devices, a customer should not be charged for a trouble call.
• Low MoCA: If you determine through the normal course of troubleshooting that MoCA performance is sub-standard, a customer should not be charged for a trouble call.
• Degraded Internet: If you determine through the normal course of troubleshooting that Xfinity Internet performance is degraded, a customer should not be charged for a trouble call.
• Service Protection Plan (SPP): If the customer has SPP, then the customer will not be charged. (Note: As of May 9, 2018, the Service Protection Plan is no longer available for new subscriptions.)
• Repeat service visits if it's within 30 days of a completed trouble call or installation (excludes “customer not at home” or "outside only" jobs).

 

What types of service visits do incur a charge?

 

• In-home Customer Education about Xfinity services where it’s the only repair solution. (i.e; Showing a customer how to change an input on a TV, exclusions may apply for accessibility customers)
• Any repairs, replacements or reconfigurations of the wiring in the customer’s home. Xfinity is not responsible for in-home wiring, regardless of original installation, nor do our technicians perform custom work including wall fishing.
• Where the equipment that the customer owns, and not Xfinity equipment, is the cause of the service issue. For example, a customer laptop is out of date or a fax machine is not synchronizing. The device manufacturer should be the point of contact for these types of issues.

 

Installation charges may apply for customers who self-activate or self-install within a 30-day period, as outlined in the digital approval screen upon sign-up or when a modification of services has been made.

 

In some instances, a self-installation is not available. These instances include:

• If we've never connected service to a customer's home, then a technician needs to verify the integrity of the home's wiring.
• If the home has not had Comcast services for an extended period of time, generally 6-12+ months, then a technician needs to verify the integrity of the home's wiring.
• If the home was previously connected with a difference service provider, then a technician needs to verify the integrity of the home's wiring.