Visitor
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1 Message
Incorrect billing
I was charged the $100 installation fee and the only thing the technician did was replace the coaxial cable which I had received from Xfinity with my router. It is my understanding that I am responsible for any of my own equipment but it not my responsibility if the equipment I was given by Xfinity was defective. How can I get the fee refunded?
EG
Expert
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113.3K Messages
9 days ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMatthew
Official Employee
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852 Messages
9 days ago
Hello user_2fwale We apologize for the unexpected tech charge on the bill. These charges are usually determined by the tech and how the job was completed. We can check into the account to see what we can do. Please send us a direct message with your full name and the service address.
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BruceW
Gold Problem Solver
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26.7K Messages
9 days ago
"Please send us a direct message" means, from any forums.xfinity.com page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon top-right or https://forums.xfinity.com/direct-messaging
• On the DM page click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message with the requested information in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
Regrettably the "pencil and paper" icon is a pale grey that does not look active even though it is. Go ahead and select it. But if a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. If that happens, go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.
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XfinityPeterH
Official Employee
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2.3K Messages
6 days ago
@user_2fwale Thank you for working with us in our DM. Our Xfinity Forums community is a great place to discover helpful insights and answers to your Xfinity related questions. You can also easily manage your account, troubleshoot issues, and access support through the Xfinity App. We truly appreciate your continued support, wishing you a wonderful rest of your day! Please let us know if anything comes up. We are here for you!
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