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user_9og1r9
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Wednesday, June 24th, 2026 5:51 AM

dispute technician charge

I am disputing a $100 technician fee added to my account. My self-installation failed because there was no viable Xfinity line running into the house. The technician had to perform external configuration, which included removing an old AT&T line and running a brand-new Xfinity drop cable to establish service. Under Comcast policy, tech fees are waived if the work is done on Xfinity-owned infrastructure outside the home. Please review the tech notes confirming the line replacement and credit this fee back to my account immediately.

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30 days ago

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XfinityBillie

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1 month ago

 

user_9og1r9 Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I know that it can be frustrating to be charged for a technician visit. The policy you are citing is one that is specific to established services that are not working correctly after an installation. Installations are a little different, if the home did not have a line running to it to provide the services, there is a charge for a technician to come out and run that line as it is considered an installation, not a technician visit to troubleshoot existing service issues. 

 

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user_9og1r9

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Hello, thank you for the reply.  I'm sorry if I miscommunicated.  The house did have an Xfinity line running to it - however that line was hanging outside of the house and the technician had to remove an AT&T line and push the Xfinity one into its place.  There was no communication that there would be a charge for this.  

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1 month ago

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XfinityOrlandoM

Official Employee

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@user_9og1r9

Thank you for clarifying. By choosing self-installation, you agreed that a $100 technician fee would apply if you were unable to complete the installation and needed a technician’s assistance.

 

Because the line was not connected and a technician was required to reconnect it, this one-time fee applies in your case.

 

I recommend reviewing the email notification you received when you placed the service order, as it includes this information.

 

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1 month ago

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user_9og1r9

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My understanding is that this charge is to cover work that I could legally do myself.  In this case, the issue was with outside wiring, which I understand to be Xfinity's responsibility. 

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1 month ago

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XfinityDena

Official Employee

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4.5K Messages

When you are setting up services you do agree to the following: I chose the self-installation option with the Getting Started kit. I agree that if an Xfinity technician is required to complete the installation, I will be charged a Professional Installation fee of $100. This $100.00 installation fee is necessary as it covers the cost of any repairs, replacements, and reconfiguration of the wiring to and within your home during the appointment. @user_9og1r9

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 as Best Answer.tick

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30 days ago

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