3 Messages
professional install fee
I recently signed up for Xfinity internet. The router arrived quickly but the self-install instructions did not work. Our internet was spotty to unavailable after a couple days so I called for support. When a technician came out, I was told the underground line was bad and had to be replaced. Another team came out to re-bury the line with a whole other replacement line. The internet still didn't work so another tech later came out with a different router. Now I see a $100 professional install fee on my bill. Clearly Xfinity could not make the internet work without multiple visits to fix their own equipment, and I certainly couldn't connect with the self-install (was I supposed to dig up and re-bury the line myself?). Why am I being charged for issues that were all Xfinity's that I could not correct on my own? I called to question the fee this morning and was told it was valid. Can anyone explain this?
EG
Expert
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110K Messages
2 years ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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user_6c694b
3 Messages
2 years ago
Re-posting! Not sure why my post was moved or where it went:
professional install fee
I recently signed up for Xfinity internet. The router arrived quickly but the self-install instructions did not work. Our internet was spotty to unavailable after a couple days so I called for support. When a technician came out, I was told the underground line was bad and had to be replaced. Another team came out to re-bury the line with a whole other replacement line. The internet still didn't work so another tech later came out with a different router. Now I see a $100 professional install fee on my bill. Clearly Xfinity could not make the internet work without multiple visits to fix their own equipment, and I certainly couldn't connect with the self-install (was I supposed to dig up and re-bury the line myself?). Why am I being charged for issues that were all Xfinity's that I could not correct on my own? I called to question the fee this morning and was told it was valid. Can anyone explain this?
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XfinityDena
Official Employee
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3.2K Messages
2 years ago
Thank you for reaching out @user_6c694b. As a customer myself, I understand how frustrating internet trouble can be. When you are setting up services you 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 outdoor/indoor repairs, replacements, and reconfiguration of the wiring during the appointment to complete the installation of your services.
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