Review of Professional Install Charge For Bulk Apartment WiFi

Hello,

I’m requesting a review and waiver of a $100 one-time Professional Install charge on my account.

I live in an apartment complex that converted to mandatory bulk Xfinity Wi-Fi. The monthly cost is included in our rent. When the complex rolled this out, there was no mention of any additional individual installation or service-call fees.

The gateway/router box in my unit was pre-installed by Xfinity several months earlier. In October I called to activate service and cancel my previous provider. The agent was unable to complete the activation remotely and said a technician needed to do something on the existing box. A technician came a day or two later, worked on the box for about one to two minutes, and the service was activated. At no point did the agent or the technician mention any charge for the visit.

I never signed up for an individual retail account and never provided a credit card or other payment method to Xfinity. The account appears to have been created as part of the bulk activation process.

I have now received a bill showing a $100 one-time charge labeled as Professional Install charges. I believe this should be covered under the bulk arrangement and the pre-installed equipment, and I am requesting that the charge be reviewed and waived.

I’m happy to provide my name and service address via direct message so you can look at the technician’s notes and the account.

Thank you.