Visitor
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1 Message
Not getting the internet I paid for, but going to be charged $100 to fix it
I did self install for my internet and I pay for 800 Mbps. Testing is giving me 16-90 Mbps through speedtest.net as well as Xfinity's website speed test and the Xfinity app.
I am going to be charged $100 for a tech to come out to resolve this because I did "self-install" which was the coaxial cable, the Ethernet cable, and the power plug. How is this a ridiculous $100 charge? I live at an apartment complex. The line was ALREADY set up. There was nothing for them to "professionally" install.
I feel like I should not be charged this fee and on top of that, they can't even come out for over a WEEK? I should be prorated fees for not having the speed of my internet that I pay for and having to wait this long to get the issue solved, not to mention having to miss some of work over it which costs me money.
I am beyond infuriated about this. I am using YOUR gateway modem/router combo, not my own. I'm hardwired in. And you're forcing a charge onto me to fix something on YOUR end. I haven't even been using this internet for a month.
All while using 4% of the internet speeds I pay for. I pay you $75 a month with a 2 year, new customer plan and this is what I get in return? Ridiculous.
XfinityDena
Official Employee
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3.3K Messages
2 years ago
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel @gozita2003. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around.
When our customers are setting up services they do agree to the following: I chose the self-installation option with the Getting Started kit. I agree that if an Xfinity technician is required to complete the installation, I will be charged a Professional Installation fee of $100.
This $100.00 installation fee is necessary as it covers the cost of any repairs, replacements, and reconfiguration of the wiring during the appointment. That being said I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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