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user_sftbf8
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09/05/2026 6:37 PM

Dispute a bill

I had a tree fall in my backyard. I called to have you guys come out to run the line so my service would work again. When the gentleman came out to work on that he discovered that the town had already hooked something up, but the issue had something to do with possibly being inside. So he came inside and did whatever he did because my adult Daughter was home during that service. I was never told this was gonna be a charge and my bill has an additional hundred dollars for one time charge for an in-home visit. I’ve been a customer of yours for many many many years. A tree falling, causing disruption I feel like is not something I should have to pay for especially $100 for I don’t think he did anything but unplugged the same things. I’ve unplugged multiple times.

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3 hours ago

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XfinityGabriel

Official Employee

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3.5K Messages

3 hours ago

 

user_sftbf8, Thank you for taking the time to explain what happened, and I can absolutely understand why this charge would be frustrating. After dealing with a tree falling and the resulting service interruption, I can see why an unexpected $100 charge for the visit would come as a surprise, especially if you weren't aware there could be a fee associated with the work performed inside the home. We'd be happy to take a closer look at the visit details and review the charge with you. Once we review the technician notes, we can determine exactly what work was documented and discuss the charge in greater detail. We certainly value your many years as a customer, and I appreciate you bringing your concerns to our attention. Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message, and we'll be glad to investigate this further and see what options may be available.

 

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