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user_yibou6
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Saturday, May 10th, 2025 5:32 PM

Incorrect Billing Charge

I need assistance with a Billing charge for Professional Installation. No work was done inside the home yet I was still charged. The issue was outside the home in which a line had to be replaced and buried. To my understanding if the issue is with equipment outside the home controlled by xFinity I should not have been charged. 

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29 days ago

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XfinityBrianH

Official Employee

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1.4K Messages

29 days ago

 

user_yibou6 Thank you so much for reaching out to us here today with your questions! If a customer is unable to complete a self installation then an appointment for a technician installation would be scheduled, and there is normally a charge for technican installations. Xfinity trouble call appointments do not receive a charge if the issue is with Xfinity equipment or wiring not located inside the home. Xfinity trouble call visits within 30 days of installation are considerd a failed self installation require a technician installation to be scheduled. I hope this helps, please let me know if you have any other questions!

 

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user_yibou6

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That is the issue. I was still charged despite the issue being the wiring outside and not the self install. So the issue wasn't with the self install if they had to send a team out to run a  new line from outside and dig up my yard to bury it. Is it possible to get that fee credited back since it was an outside issue. 

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29 days ago

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XfinityMarcus

Official Employee

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1.5K Messages

user_yibou6 I would like to take a closer look at this issue for you, can you provide me your full name and complete service address in a direct message?

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

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