Visitor
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4 Messages
Dispute charge for install
Hello, I am contacting you to dispute a $100 professional installation/technician fee that was incorrectly applied to my account.
I opted for the self-installation path and successfully connected my own gateway inside my home. However, the initial activation failed entirely because the external cable line outside my house was damaged/disconnected.
The dispatched technician explicitly had to perform configuration and repair work outside the home on Xfinity-owned infrastructure to establish a signal to the property.
Per official Xfinity Repair Policy, service fees do not apply and must be waived when the root cause of a service failure is determined to be on Comcast/Xfinity's end of the network, including outside lines, nodes, or corporate equipment.
Please review the technician's logged job resolution/closing notes to verify the work was done strictly on the street/drop side of the demarcation line, and apply the $100 infrastructure waiver credit to my balance immediately. Thank You.
XfinityMarshante
Official Employee
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1.5K Messages
5 hours ago
Hello @user_csf3uz, thank you for taking the time to leave a post. We completely understand why you would question the $100 charge, especially since you originally chose the self-installation option. I’ve attached an article that provides additional information regarding potential installation charges here. When a self-installation cannot be successfully completed and a technician is required to complete the installation, a $100 professional installation charge may apply. This information is also included in the consent provided when selecting the self-installation option. That said, we’d be happy to review your account and the technician’s closing notes to verify the work that was performed and determine whether the charge is eligible for an adjustment. For your privacy and the security of your account, if you could 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, we'd be more than happy to look into this for you.
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