New Poster
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2 Messages
Residential Trouble Fee
In July, our cable box stopped working. We called and spoke to a rep and tried to reset the box over the phone. When that didn’t work, the rep suggested that they send out a tech to check the box. Worried that we would not be given a quick appt time, we offered to take the box ourselves to the local Xfinity branch and swap it out ourselves. The rep replied that “it would be easier and better for the tech to come out themselves.” The tech came, confirmed that the box had failed, and swapped it out for a new one.
We have since been billed $100 for the Residential Trouble Fee. This is inappropriate because 1) your product failed 2) we offered to get a new box ourselves and were told not to 3) the tech did nothing but swap in a new box - something we could have done ourselves and 4) we were never informed there would be a fee.
We look forward to solving this situation.
XfinityGabby
Official Employee
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1.5K Messages
12 days ago
Hello, @user_kh1a20. Thanks for reaching our team regarding the tech visit. I can certainly understand how an unexpected fee can be super alarming, we can look into the billing concerns for you. Please send a DM with your full name and the full service address.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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