Visitor
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1 Message
Requesting $100 Installation Fee Credit – Backend Provisioning Issue
I am requesting a $100 credit to remove the Professional Installation fee on my account.
In October 2026, I transferred my existing Xfinity service to my new residence in Ware, MA using my own customer-owned modem (Arris SURFboard SB8200) on a self-install order. The modem achieved a clean RF signal lock immediately, but had no internet access because Xfinity's backend failed to release the modem's HFC MAC address from my previous address and continued pushing the wrong boot file.
Please review the technician's closeout notes from that October visit. No inside wiring, outlets, or physical installation work were performed—the technician only corrected Xfinity's backend address registration and boot file provisioning so the modem could authenticate on the new node. Since the fault was strictly on Xfinity's provisioning side, please waive the $100 installation fee.
XfinityJustinM
Official Employee
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1.3K Messages
12 minutes ago
Hi @Pardwn,
Thanks for making us aware of the issue that occurred during your transfer of service. For future reference, please keep in mind that sending unsolicited private messages to an Official Employee of the Xfinity Help & Support Forums, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. This just helps other members of the community with similar issues to find the answers they need.
We know moving can be quite a hectic time, and we always aim to make the experience as seamless as possible. We'd be more than happy to perform an account review to determine if we can accommodate your request. I'll follow up with you in the direct message conversation that was created.
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