Visitor
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2 Messages
I was told my house had internet connection for Xfinity
I was told my house had connection for xrinity. I switched and canceled my other service once the modem arrived in the box. Because I was assured it was all there and easy to set up. I finally had an afternoon off to finish setting up the internet and there’s no aux connection. I called and they said I need a service agent to come out to physically assess. and now I see I’m going to be charged for that service!. This is a Huge inconvenience . I absolutely do not agree with that. I should not be charged for you to come out and fix your errors. you told me it would be easy and now I have been without internet and have to be home in the midddle of a workday for someone to come. I will absolutely cancel if you will be charging a $100 connection fee. If anything I should get a $100 credit for the huge hassle this has been.
XfinityMatthew
Official Employee
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1.3K Messages
2 hours ago
Hello @user_kfw13b When it comes to the self install we do base if off of the address history whether that could be an option. We also recommend waiting to cancel the other service until ours is working to avoid interruption. I apologize if that was not relayed to you as a precaution. When it comes to the internal cabling and coax outlets that usually on the property owner to confirm if an outlet is present to connect to. But our tech's can certainly help install one if there are none.
We'd be happy to check the account and order to see if there is anything that can be done about the $100 fee for the inconvenience. Please send us a direct message with your full name and service address to get started.
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Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
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- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
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