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Visitor

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2 Messages

Tuesday, September 21st, 2021 12:44 PM

Closed

Received Email For Installation Fee...Modem Has Been Installed

My internet was down yesterday. So I called to have someone troubleshoot. After no luck fixing it over the phone, they scheduled someone to come out to me. They won't be able to come for 2 days (I work from home so this is terribly inconvenient) but I received an email saying that I would be charged $100 for an installation fee which would be added to next months bill. This is very clearly not right, how do I fix this?

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Expert

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111.5K Messages

4 years ago

Concern moved here to the Billing help section for greater exposure to actual Comcast employees for assistance. 

Problem Solver

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1.1K Messages

4 years ago

Oh no! It is never fun to see any unexpected charges on or coming to a bill. I always let my customers know what charges they will see to avoid this exact reason. I'd be happy to help look into this. Can you send me a PM with your name and address? 

 

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Gold Problem Solver

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5.9K Messages

4 years ago

Normal procedure would be to charge you the $100. fee if the problem is found inside your home.   No fee if found outside.

Usually; they ask you to accept that possibility when you phone them.  E-mail most likely for the same reason.

Visitor

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2 Messages

@MNtundraRET I believed it was clear that the problem wasn't in my home after we did some troubleshooting (unplugging, restarting, etc.) It was also noted by the person that I spoke with that there was to be scheduled maintenance around my area this week because there had been issues in my area in general. I haven't been able to access my app all morning and have been able to load this Xfinity site on occasion so I can barely contact who I need to to rectify this. As you can assume, I am fairly frustrated. 

Gold Problem Solver

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5.9K Messages

4 years ago

@user_8e3756 

Did you PM @XfinityKorie  was asked?

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