Visitor
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1 Message
Incorrectly charged for service visit
I was charged a $100 "Installation Fee" for a tech service visit due to poor internet signal on Xfinity's end. The tech did work on the connection to the house and there was a further follow up from off site network tech that tweaked my signal even more (got a text about that work too). While I am still not at the speeds I was prior to an outage in July, it is mildly improved.
The fee for the tech visit is not appropriate because it was regarding ongoing service and the issue was on Xfinity's end.
XfinityThomasA
Official Employee
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3.9K Messages
9 days ago
On a Desktop:
Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.
Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.
In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.
On a Mobile Device:
Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.
How to: Direct messaging within the forum
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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XfinitySara
Official Employee
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2.9K Messages
2 hours ago
Hello again, @user_xpjb7i! Checking in on things, we haven't heard from you in a few days, and I want to make sure all is taken care of. After reviewing the account, waiving your installation fee, and scheduling another tech visit, my hope is that everything is working well for you now! If you still need us in the next day or two, feel free to reply to our latest DM. Otherwise, you're always welcome to create a new post down the road if any new concerns arise. Thank you so much for all your time on this! And for now, take care :)
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