4 Messages
phone not working with new gateway modem - why the $100 charge for tech visit?
Self installed new gateway modem. Previously had Arris. Landline phones do not work, and customer service sent out technician for tomorrow. I notice you are charging me $100 for that visit. The charge is inappropriate. How do I get that charge voided?
sergei
XfinityRay
Official Employee
•
3.1K Messages
14 days ago
Hello! Thank you for reaching out about the phone service not working. I am happy to further troubleshoot that for you. For the visit charge, when you change equipment, for the next 30 days after that, we would set up a technician recovery visit if your service is not working. There is a $100 charge for the visit. We notify you of that in the order when we send out or your pick up equipment.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• 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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