Shirleycc's profile

New Poster

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3 Messages

Fri, Feb 12, 2021 7:00 PM

Charges for technician visit $100.0

I started getting connectivity issues with my cable about four months ago, called about 10 times and they kept telling me that there were no issues showing on their end. Told me to upgrade to xfi to get better connectivity, so I did because I could not watch any YouTube, Netflix or Amazon movies or shows because 10 mins into our shows it would stop and we will get a message downloading then disconnected and could not get back on. To stop the frustrations I upgraded to xfi box, just to start another BIGGER problem internet connectivity. As all of us parents dealing with online school we already having issues with kids not stay still for 6 hrs of school. Now dealing with internet going in and out all day for 2 weeks and by the 3rd week worsened having my kids missing school for 7 days and having school board contact me for not getting kids in school. Contacted Xfinity every day for 5 days straight 5-8 times but all I kept getting “I don’t see any issues on my end your equipment it’s running to perfection.” Every time I Asked for a manager they would bounce back and forth to other agents that would ask the same questions as if they didn’t have any records of my 50 + calls I had already made. The only manager I ever spoke who promised me to credit my account for all the days I didn’t get internet and getting me an appointment with a technician to check outside cables. Which took 7 days to get the first available appointment. Technician Arrived 45 mins late, then he tells me that all cable and brackets connected to cable pole to the house where completely destroy and were not allowing connection to the house and he need to replace everything. 3 1/2 hrs later he told me that I needed to give it about an hour to reset everything. Continue to have issues for 1 more day and then it got fix. Now I’m getting my bill and $100.0 charge fee for technician service to change what is Xfinity problem and what they need to have connected to charge me for my service. But there was no CREDIT on my bill for my 9 days of no service. And of course call the 1800 automatic that doesn’t allow you to connect to a live person because they want you to use the app or links to solve your problems. But my problems don’t get heard or fix with a machine. I need everyone to check your bills and fight this abuse /taking advantage from Xfinity special with our monetary situation we are all going thru except them cause they are still getting pay.

Responses

XfinityChe

Official Employee

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6.1K Messages

7 m ago

Thanks for posting to the Xfinity Forum, @Shirleycc! We appreciate you for posting and sharing your feedback about your experience. We understand how frustrating this can be and want to help make things better. You've contacted the awesome Corporate Digital Care Team, and we would be happy to review your account and any notes about recent service interruptions to see how we can help. To get started, send a private message with your full name and the account holder's name, if different than you, and the numbers associated with your service address. To send me a message, click on my name, "ComcastChe," then click send a message. 

Regular Visitor

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2 Messages

7 m ago

I recently experienced a similar issue.  Like you, the technician did not tell me there would be a charge.  I only found out when I saw my bill.  I can't see how Comcast can legally bill you technician fees without first letting you know.

Visitor

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1 Message

@greent1234 Yes, I experienced the exact same thing. Was NEVER informed of the fee, but it showed up on my bill. I called and talked with a supervisor who stated that it was a valid charge, but he could credit me $50?!?!?! If it's a VALID charge, why are you crediting me anything?????!!!!!!

Official Employee

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365 Messages

Hello, @user_621d92 and any others having billing concerns. We are happy to assist, but this is a dead thread at over 5 months old. This thread will be closed, if you do end up needing assistance please create a new thread detailing the situation and we can assist there. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

New Poster

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1 Message

7 m ago

Something like that just happened to me, how come it’s not mentioned anywhere that you will get charged for a technician? At least that has to be disclosed beforehand. I am done with xfinity!

Official Employee

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346 Messages

7 m ago

@ChrisRit

Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. 

Visitor

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1 Message

4 m ago

It's looking like this is one of Xfinity's MOs by this point. I had the same issue. I had called about slow internet speeds, and asked specifically if I would be charged and was told no. The tech came out, did not tell me there would be a charge, and then I had an extra 70 dollars put on my bill for the visit. When I reached out the woman from billing essentially told me for the future that if a tech comes out, they don't have to tell you that they're about to do something that they're going to charge you for. To be fair she was able meet me in the middle and refund some of my money. But the point is it turns out when a service tech comes out, they are under no obligation to tell you what they're about to charge you for. It's inappropriate, and quite frankly Xfinity, if you didn't have a monopoly over my area, we'd be done. 

Visitor

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1 Message

2 m ago

Same thing happened to me. My internet was down. I called it in. They sent a service person to the house to fix it. $70 charge on an already high bill. I guess it's time to contact Direct TV for an offer. 

Again

Expert

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26.4K Messages

@user_c59762

You should have only received that charge if the problem was with customer-owned equipment.  Was that the case for you?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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