Visitor
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1 Message
Formal Dispute of Installation Fee
Dear Xfinity,
I am writing to resolve a $100 installation fee currently appearing on my account. I previously spoke with a representative who assured me this charge would be removed, but it remains on my balance.
The technician visit was required because the initial XB7 modem provided was defective. Although the Xfinity app indicated a "healthy signal" and successful activation, the modem would only load an internal admin page, essentially blocking internet access. I confirmed this by attempting to connect three separate devices; while all connected to the Wi-Fi, every device was restricted to that admin page and could not reach the internet.
The technician confirmed the hardware was not functioning correctly and replaced the unit with an XB8, which worked perfectly and immediately.
As this visit was necessary to replace faulty company equipment, the installation fee should not apply. I am requesting that you honor the previous representative's assurance and apply a $100 credit to my account.
I would like to remain a customer, but this experience—combined with being told the fee was removed when it was not—is making me reconsider the reliability of my service. I would appreciate your help in correcting this so I can move forward with confidence in Xfinity as my provider.
Thank you for your assistance.
Accepted Solution
XfinityJustinC
Official Employee
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2K Messages
1 hour ago
@user_pmkoqu I appreciate you sending the direct message with the requested information. I was able to locate that, and will follow up with you there to continue with the billing concern.
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XfinityJustinC
Official Employee
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2K Messages
2 hours ago
Hello, @user_pmkoqu thank you for reaching out over Xfinity Forums. You've contacted the right place, I can review the charge and help with the reversal. Since I'll need to gather some information that we don't want in our public conversation, could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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