Visitor
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2 Messages
Internet Connectivity Issues and $100 Service Charge
Hello,
I just signed up for Xfinity internet after moving to a new address. For the first day, the internet was very fast and the service seemed reliable. The next several days, however, I began experiencing intermittent drops in service. This is unacceptable and very frustrating because I work 100% out of my home and I cannot be losing my internet connection during calls. An Xfinity technician came out and looked at the lines and recommended running a new line from the box and installing a new outlet. I needed approval from my landlord before I could authorize any work done, so he offered to clean up the connection and see if he could get it working better without replacing equipment. After that visit, I still had a service disruption later that day. I have 2 questions - (1) How do I schedule a technician to come back out and install a new line after the first visit since the issue wasn't corrected, and (2) Why do I have already have a $100 charge for next month's bill when the equipment being replaced is Xfinity equipment? I was told by the technician that there would be no charge for these visits since it was not equipment owned by the property that was being replaced, but Xfinity equipment? I would like this charge removed.
XfinityPaula
Official Employee
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1.6K Messages
7 days ago
Hello user_3j9898. Thank you for connecting with us on our Xfinity Forums, you are with the right team to help out and address any account, service issue, or product support you may need.
I hope that your move went smoothly, and I'm sorry to hear that you are having internet issues already. I know how vital the connection is especially when working from home.
Without seeing the account I am taking a well-educated guess that the appointment charge was due to a failed self installation being on the account. This essentially is the fee that would have been charged if we set up a professional installation initially. I am on your page, that if it's an issue with our outside wires or leased equipment Xfinity should be responsible for that repair visit. I am happy to dig into the account and confirm my thoughts we help make that correction.
Additionally I can help with setting up a new appointment and sticking with you to make sure that we have everything fully resolved for the new lines to ensure there are no ongoing issues.
I believe that you have to have written permission from the property owner or property management team depending on the work that is needed. However, in my own experience, at an apartment complex have been able to work with the maintenance team to replace the interior lines of the apartment to ensure I had a solid connection. That may be an option as well, but let's see what else we can get done for you!
Please send us a direct message with our name and service address. From there I can complete account verification and truly dig into what is happening with your account and services. I can't wait to help out!
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
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XfinityPaula
Official Employee
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1.6K Messages
2 days ago
@user_3j9898 Thank you again for allowing us to help out. We were able to set up a new appointment and the internet is working as it should! I'm so happy that the technician was able to make the needed fixes. In addition, we were able to waive the installation fee. So everything is perfectly set for your new home!
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