Dispute charge for technician service

Hello, 

I recently moved to a new address. My previous address also used xfinity with the same router/modem combination I am currently using. After going through the exact same setup process from last year, I was unable to successfully activate my internet connection. I was very confused. Nothing about my tech stack had changed - I was still using the same router/modem. I had even used xfinity service the year prior so I knew it worked. I followed evey piece of advice that xfinity offered to me: I used their step by step setup process in the app. I made sure my unit was plugged in, turned on, and had an active ethernet connection. At the end of the walkthrough, I could even see my network and connect to it! But for some reason, the internet still did not work. I thought there may be an issue since I am trying to setup a modem from a previous address at a new address.

I spent the next three hours painstakingly communicating to at least 7 different customer service representatives using the xfinity chat support which did not make me feel supported. After explaining my situation to every one of the them, most of them would just leave the chat session abruptly and I would be forced to try it again with a new agent. The few that stuck around were completely stumped but I ultimately got the same suggestion from all of them: your internet is working but the issue is with the physical cable connection going to your house. They all had me get set up with technician appointments to have someone come out and look at cable connections to resolve the issue. I was relieved since at least I knew that I wouldn't have to pay for the service. After all, I was able to connect to my router; I could see my network on my devices and I could connect to it. For some reason, the service refused to be activated and I could not actually load any web pages when connected to my network. This led me to believe that there must be a physical problem beyond my control and that there was no other choice but to set up a technician appointment.

The next week, I finally was able to get a technician over to my house. He did not check any of the connections in my house. The first thing he did was go through the router and modem setup process the same way I did. And to my absolute astonishment and bewilderment, it worked. For some reason, it just worked for him. I cannot explain it, and he could not explain it. I tried everything in my power to activate my service but I guess all it took was someone else to follow the exact same steps that I did? That didn't seem right to me. I noticed during the setup process, he typed some things into his iPad. I figure that something on his end there must have done the trick to activate the service that I already had setup. At this point, I was just happy to have internet and didn't really think much of it. After all, because it was truly out of my control, even though someone came to set it up, I thought there is no chance xfinity would think to charge me for a service technician visit. I set up the router and modem by myself, I followed all the steps in the app, I was able to see my connection in my network tabs and connect to it, and I followed all the faulty advice provided to me by the representatives in xfinity support. But here we are.

Now I would like to dispute this service charge. Please allow me to DM you. Thank you.