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user_olxyuh
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10/31/2026 5:52 PM

Installation fee after a service call.

I moved my internet service on Sept. 17. Everything worked fine for one week, then it stopped working on Sept. 26. After troubleshooting with tech support by phone, I was told a technician would need to come to my home. The technician came on Sept. 28, and said that for some reason the ID number on my gateway did not match what was in their system. He installed a new gateway and everything was fine.

I received my most recent bill and a $100.00 installation fee was added. At no time was i told about this fee. This was not an installation. My service was working for a week prior to the issue.

Why do I have to pay this????? 

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4 hours ago

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XfinityOrlandoM

Official Employee

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3.9K Messages

4 hours ago

@user_olxyuh

Thank you for reaching out. We apologize for the inconvenience. A $100 technician recovery fee is automatically charged when a technician visit is needed within 30 days of a self-installation.

 

Since your service initially worked but the modem developed an issue, we’re happy to review your account and provide an adjustment for this charge.

 

To get started, please send me a direct message with your first and last name and complete service address.

 

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:" line, type “Xfinity Support”.
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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