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Visitor

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5 Messages

Fri, Sep 3, 2021 1:36 AM

Gigabit pro installation and activation charges

can you help me with the 2 $500 charges resulting in $1000 for installation and activation of gigabit pro? i previously had this service and they told me to reach out to billing once charges hit they were trying to remove those activation and installation charges but couldn’t in the order process so they said to reach out to billing to try and get a credit for that. the reasoning is they didn’t have to do any of the work most gigabit pro installation required since i had paid this 4 years ago and had it up until july 2021 so all they did was reactivate the service it didn’t require any fiber installation or any of the things they normally do. which means they shouldn’t have to charge this. i already had gigabit pro previously and downgraded and then re added the service so they didn’t have to run fiber or do any of the things a new installation would require and they said i should be able to reach out to billing to get the charges credited. it’s one thing i’d i never had the service before and you had to run fiber and do the installation i could see where those fees would apply but in my case i am an existing gigabit pro customer and simply reactivated the service i already had which didn’t result in any installation of fiber or equipment like a new customer would incur. I reached out to customer billing department but they don’t have access to reverse the charges do i am seeking help from billing where someone could help with crediting me the $1000 in charges 

Official Employee

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241 Messages

2 m ago

Hi there, @davehall83. Thanks for creating a new post to request an account credit. We are already working with you in a private message and will be happy to continue with you there while we look into this issue. 

Visitor

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5 Messages

@XfinityElizabethA Yes but i am working to change services on that but i needed billing help for this particular situation which is different than what i am speaking with the agent about in the chat 

Official Employee

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241 Messages

@davehall83 We are the same team an can assist with all of your account issues!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

@XfinityElizabethA ok i replied to the chat with this information

Official Employee

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241 Messages

@davehall83 I see that, thanks! I'm working to form a response to you now. We will continue working with you in private.

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 a reply as the Accepted Answer.tick

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