U

Visitor

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3 Messages

Fri, Mar 18, 2022 9:35 PM

Inappropriate technician fee

Can I communicate with someone directly about a fee dispute? I was charged $100 technician fee for them to repair XFINITY  lines running from the pole to my house. Even after that repair they had to come back a second time for noise XFINITY detected on the line. I’ve spent two hours trying to get help. Very frustrating!

Accepted Solution

XfinityRaul

Official Employee

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644 Messages

3分前

Hello, @user_a4accd. I hope you're enjoying this awesome Friday. I would love the opportunity to review your account to see what we need to do to correct this $100 charge. How are your services working now after the line was replace/repaired?

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Visitor

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3 Messages

@XfinityRaul​ Thank you for the reply. My services have been great since the repair. I’ll send a private message as instructed

Official Employee

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216 Messages

Splendid! We're looking forward to your message.

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

Visitor

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12 Messages

@user_a4accd​ Hi, this same thing happened to me! My internet was going in and out for days I chatted with support and they could not help multiple times. They sent 2 tech's out! The first one did not solve the problem. He just replaced half of the line outside. Told me he was going to put in a ticket but never did. The second tech came and said it was something wrong with the line at the pole and said the first technician did half of the job, told me he would put a call in for a line tech, and switched my XB7 Gateway with another one, without my permission! When the line tech he requested came he called me when he was finished at the pole and told me the line was open and water was getting in it, that's was the problem. I was happy until now I see a $200 bill for regular tech visit. Can you help me get that removed from my account? I have pictures and screenshots of everything that was told to me. This is not right!

Official Employee

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345 Messages

I will be more than happy to take a look at the billing with you, @GreatestOfEase.

Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer 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
• Press Enter to send it

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

Accepted Solution

Visitor

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3 Messages

3分前

Thanks to @XfinityRaul and @XfinityMartinB for their help!  I was able to explain the details of my situation and it was agreed an installation fee in this case should not have been applied. I was credited the fee amount. I rarely contact Xfinity Support but am always pleased with the customer service. I found this forum a great alternative to calling, trying to get someone on the phone. 

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