2 Messages
Professional Install Charge
I had to make a technician appointment because I was having intermittent signal loss. Tech came out and determined the cable from the utility pole to the demarcation point was causing the problem and replaced it. I was of the understanding that maintaining the cable from the utility pole to the demarcation point was the responsibility of cable/internet providers, yet I was charged the fee. Am I mistaken in this understanding?
Accepted Solution
XfinityThomasC
Official Employee
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2.3K Messages
2 months ago
We want to thank you for reaching out on the Community Forum for support with your inquiry about the professional install charge @user_v9z5c7. We are glad we were able to resolve your issue by reversing that charge as a courtesy. Never hesitate to create another public post for any of your future account and service needs!
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XfinityThomasA
Official Employee
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2.1K Messages
3 months ago
Great question, user_v9z5c7. Service visits may be charged a fee. If a technician is required to complete an installation, a $100 charge will apply. If the technician determines your reported service issue is unrelated to Xfinity services or rental equipment, a $100 charge will apply. This fee will be waived for existing customers experiencing Xfinity-related service issues.
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