dispute installation fee

I have been an Xfinity customer for a long time, and I’m disputing the $100 installation fee on my bill.

I recently moved to a new home and transferred my existing Xfinity service to the new address. I completed the self-installation myself, but I had no internet connection. At the time, I thought there might be an issue with the equipment, and the Xfinity agent indicated that a technician would come to check the issue.

When the technician arrived, he did not perform any installation or repair. He simply tried plugging my existing equipment into a different existing cable outlet in the living room, and the internet immediately started working. The technician did not repair the original outlet, install or activate another outlet, replace any wiring, or make any changes to my equipment.

I did not request professional installation. I had already completed the self-installation before and contacted Xfinity because I believed there was a problem with my equipment or service and needed troubleshooting assistance. I was also never informed that this troubleshooting visit would result in a $100 professional installation fee, nor did I agree to purchase a $100 installation service.

Please waive and remove the $100 installation fee from my account. 

I have been a long-time Xfinity customer and would prefer to continue using Xfinity. However, if this $100 fee cannot be waived, I will seriously consider switching to another internet provider.

Hello @user_7jk6uq Normally any visit that requires a tech is $100 for the visit. Even if they just tried a different outlet as that is a step that we usually suggest if you are self installing and the first outlet doesn't work. 

But we can check if there is anything to do if we can waive it in this case depending on how the appointment was added and if it was not disclosed to you. Please send us a direct message with your full name and the new service address and we can take a look.

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "Start New Conversation" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 
How to: Direct messaging withing the forum.