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user_40465f
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4 Messages

Thursday, April 16th, 2026 10:29 PM

I was charged 100.00 fee for installation when i installed it myself

On May 14, 2025, I was charged a 100.00 installation fee for Xfinity service when I installed it myself.  When I spoke with somebody through help, the individual said it was a mistake and would be refunded, but it would take a few months. I have never received the credit. Please advise. 

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5 hours ago

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XfinityAmandaB

Official Employee

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3K Messages

2 days ago

user_40465f Thank you for stopping in for help with this install fee that you were billed for. It is odd for a self-install to have a fee, so let me ask a few questions to better help. After you set up the equipment yourself, was there a tech visit for a separate issue by chance? 

If so, how soon was it after your setup date?

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user_40465f

Visitor

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I picked up and installed the modem/router myself. After installation, I was getting slow download speeds and very slow upload speeds so I notified Comcast about the issue. After restarting the router/modem several times, the tech recommended that I wait for a few days for  modem/router to come up to speed. After waiting for a few days, there was no apparent difference. I again contacted Comcast and he scheduled a tech to come out and see what the issue was. A few days later, the tech arrived did something outside my home and the speed of the connection suddenly increased. 

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21 hours ago

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XfinityRaf

Official Employee

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1.3K Messages

Thank you for those additional details. Did the second tech work inside your home at any point? 

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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21 hours ago

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user_40465f

Visitor

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No he just came in and had me check to see if the speed had increased. 

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20 hours ago

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XfinityNatalie

Official Employee

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715 Messages

 

user_40465f, We’d be happy to further investigate the billing charge from your recent appointment. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. 

 

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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19 hours ago

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BruceW

Gold Problem Solver

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27.3K Messages

5 hours ago

@XfinityNatalie wrote: "... next to the bell icon ..."

It's unwise to say "next to the bell icon" unless you somehow know that the poster is using a desktop or laptop computer. These have a "bell" icon for notifications, but many posters are using phones or tablets, and many (most? all?) of these mobile devices do not have a "bell" icon -- they handle notifications in a different way.

When employees direct the enormous number of users of mobile devices to an icon that does not exist on their screens, it's an unfortunate and confusing waste of time for those users. It also runs up the company's support costs and further tarnishes its reputation. 

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