Fee Dispute

Question

Hi, I'm needing to dispute a $100 installation fee. I paid for Xfinity Wi-Fi equipment and attempted to self-install, but my modem could not connect, so I had to chat with customer support and they set up an appointment with technicians, who had to do some outside work to set up service. I believe this is grounds for a dispute because I attempted self-installation and there was an issue with Xfinity's infrastructure, something that I could not do anything about.

XfinityTonya · Answer

Good afternoon @user_i5sk1t, Thank you for reaching out to us here on Xfinity Forums about the installation charge. I hope this message finds you well. I am sorry to hear about the charges on the bill for the tech recovery, I know getting an extra charge on the bill is never something you want to see on a bill, but you have come to the right place for assistance. When account is set up with a self install, part of the terms state that if a self installation is not successful for any reason, then there will be a tech scheduled with a fee like it would have been if the account was set up as a professional install, with any cost associated to the self install, like shipping fees, automatically waived.  This information is included in the order confirmation are you able to pull that up and review it?

Billing

user_i5sk1t

Fee Dispute

XfinityTonya

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