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Visitor

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5 Messages

Tue, Jul 13, 2021 3:47 PM

Incorrect In home service visit of 100 $ with no services was done and still facing internet issues. Need escalation contacts ?

Hello,

Can some one help to reach out to the comcast management. I wanted to provide my detailed horrible experience with Internet Issues and with no services was performed I was charged 100 $ for In home service visit on which I was not provided guidance that I will be charged for the visit and still I am facing the Internet Issues

Here is my full experience

I have been with Xfinity for more than 4 years. Have terrible Internet experience started since mid of last year

1) I contacted technical support team this January and was directed to change my modem since the one which I was using was not compatible with Xfinity

2) Got the new modem and for a month there was no intermittent internet issues. After that I started getting Internet issues

3) Again I contacted tech support team and I was told that there was a severe network congestion and it was cleared there will not be issues. 

4) For couple of days there was no issues and again got the same issues. Again reached out to support team, they told that they will send a technician to check the connection out side my home and I was not informed earlier that they are going to charge for this visit.

5) Technician visited and he told everything is fine and no services was done at my home. After couple of days again I have the same issues and this time I am tired to call again to check for the internet issues and decided to bare with this service for couple of months since then

On top of this, I got the xfinity bill for In home service visit of 100 $ which makes me more frustrated to pay this charges as hardly issues was not resolved yet and still struggling with internet issues.

I need to escalate this to top management. Can some one provide right contact details to escalate this issue ?

Thanks

Responses

Official Employee

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2.7K Messages

2 m ago

Good morning, user_1cb967. This is not the experience we want for you. We can work with you to clear up any confusion and resolve the ongoing issues with the internet service. We're here to help!

 

The general rule is that we do charge a one-time fee to come out and install equipment. If we are coming out to service existing equipment, there typically will not be a charge for the visit unless we come out and the source of the issue is not Comcast-related. We do have a couple of follow-up questions in order to help you as quickly and efficiently as possible. How was the new modem installed, did you install it yourself? If so ~ did you pick up the new modem from a service center of ours, or was it shipped out to you?

Visitor

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5 Messages

@ComcastMorgan,

I have been with Xfinity for more than 4 years. This service is not for any installation. All these follow up's is for slow Internet issues, if you see my email above you can get that. New modem was purchased by own as per xfinity compatibility. Real problem is Initially I was told there was a congestion issue by your tech team and it was cleared. After couple of days, got the same issue and I was told that they will send a technician to check out side my home and no intimation about the service charges. He came and checked did something outside and informed me that there will no be issues. Again the same issues started. Overall no services was done at my equipment or at my home and still have intermittent issues .I am tired to contact customer issue and barely managing with the slow internet.

On top of all this, I have charged 100 $ for In home service visit which is unfair and unacceptable. Why would the customer pay these charges with all the inconvenience caused and still facing the same issues. Literally now I will to start looking for other service providers.

Please suggest to proceed further on this

Official Employee

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2.7K Messages

We want to take a moment to say thank you for being a customer of ours for 4+ years, we sincerely appreciate your loyalty and dedication. We are committed to getting to the bottom of this. Do you happen to recall approving a link that was sent to you (it would have been via email or text message) prior to us officially scheduling the technician appointment?

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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5 Messages

No.I dont think so.The appointment was scheduled tech support team 

Again

Expert

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26.4K Messages

@user_1cb967 

FWIW, if the problem was with user-owned equipment there is going to be a charge of $100 if the tech cannot reproduce the issue with his own equipment.  This may or may not apply to your circumstances, but I just wanted to pass that info along.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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5 Messages

2 m ago

Finally after a call with customer care billing team. Amount was credited back as it was posted incorrectly. Thanks !

Official Employee

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333 Messages

We would like to take a deeper look into this. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page! Search for Xfinity Support, if needed. Talk to you there! 

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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