Visitor
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1 Message
Disputing $100 Installation Fee – Charge Never Disclosed
I am formally disputing a $100 professional installation charge dated September 15, 2026, and requesting a full refund or account credit.
When I moved into my apartment, I chose Xfinity under the understanding that the apartment was already equipped for Xfinity service. However, when I attempted to activate my internet, the connection did not work, and Xfinity had to send a technician to get the service functioning.
At no point was I informed that this technician visit would result in a $100 installation charge. Had I known that I would be charged an additional $100 just to get my internet working, I would not have chosen Xfinity.
My apartment was also pre-wired for Google Fiber, which was an available alternative. If Xfinity had been transparent about the additional installation cost, I would have chosen Google Fiber instead.
I find it completely unreasonable that I was charged $100 to resolve a connection issue that prevented me from using the service I had already signed up for, especially without being warned of the cost beforehand.
I have already attempted to resolve this issue through Xfinity customer support, but I have been unable to get a satisfactory resolution or meaningful assistance from a representative.
I am requesting that Xfinity:
- Issue a full $100 refund or credit for the undisclosed installation charge.
- Review the original service appointment and provide documentation showing where I was informed of and agreed to this fee.
- Explain why I was charged for a technician visit that was necessary to make my service operational.
I chose Xfinity in good faith, and I expect transparency regarding additional charges. I should not be financially penalized for an installation fee I was never told about and would not have agreed to had it been disclosed.
Please escalate this matter to a billing supervisor or representative with the authority to resolve this dispute. I am requesting a written response and a full reversal of the $100 charge.
XfinityAmandaB
Official Employee
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3.6K Messages
5 hours ago
We strive to be as transparent as possible regarding installation fees and when they may apply. When selecting the self-installation option during the ordering process, there is a disclosure explaining that an installation fee may be charged if a technician visit is required within 30 days of the equipment setup. This information is also included in the terms and conditions that must be reviewed and accepted before the order can be completed.
While installation fees are commonly associated with new service installations, they can also apply when new equipment is activated and a technician visit becomes necessary within that 30-day period. Depending on how the appointment was scheduled, this information may have also been discussed when the technician visit was arranged.
I know unexpected charges can be frustrating, and I hope this helps provide some clarity. Please let us know if you have any additional questions or if there is anything else we can review for you. We're happy to help.
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