Visitor
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1 Message
Please waive $100 professional install fee and credit days without service - self-install was impossible
My internet was activated today (Sep 25) after a technician visit and is working now - thank you.
I am requesting two things:
1) Waive the $100 Professional Installation fee.
2) Credit the days I had no service.
Why the install fee should not apply: I received the self-install kit and completed every step correctly, but my unit never got a signal at any coax outlet. Xfinity's own diagnostic said it was unable to get a signal from the modem. Today the technician found the problem inside a building wiring/utility closet that I, as a tenant, cannot access or work on - the connection there had never been made. So self-install was never possible for me; the fault was in the building wiring past the demarcation point, outside my control. That is a Comcast responsibility, not a customer install.
For the same reason, please also credit the days without service (kit set up around Sep 19, service not working until the Sep 25 technician visit).
I would like this resolved before my autopay on Oct 6. I can share my account number and the technician's work order number privately via direct message.
XfinityBenny
Official Employee
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1.8K Messages
6 hours ago
@xotn0104 Thanks for adding a post to request a credit. The days without service can be credited, and the request can be submitted by following the steps here https://www.xfinity.com/support/articles/credit-xfinity-assistant. You should only pay for the days of service that are provided. The installation fee is required, if a tech was needed to go out and connect the wire outside. That is not something we can prevent, and is within the hands of the property owner. We always aim for a self installation as it is immediate, and saves the customer money. The fee applies if the tech simply connects a wire, swaps it from one carrier to another, or runs a new line from the source to the home.
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