Visitor
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1 Message
Surprise $100 Technician Recovery Fee after a service move
I recently transferred my Xfinity service to a new address and just found a $100 Technician Recovery Fee on my bill. I attempted self-installation as instructed, but the internet wouldn't work — it turned out the cable wiring inside the new unit hadn't been properly connected (an internal line/transmitter issue that was already there when I moved in). The technician fixed it on Xfinity's end; nothing was wrong with my equipment or my self-install.
I was never told during the transfer setup or when scheduling the technician that a $100 fee would apply, and the underlying problem was pre-existing.
It's almost 3 times the price of my monthly payment.
I'd like to request that this fee be waived. Could someone from the support team take a look? Happy to provide account details privately.
XfinityJeff
Official Employee
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940 Messages
9 hours ago
Good morning @user_k7q6xw, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the charges on the bill for the tech recovery, I know getting an extra charge on the bill is never something you want to see on a bill, but you have come to the right place for assistance. When a new account is set up with a self install, part of the terms state that if a self installation is not successful for any reason, then there will be a tech scheduled with a fee like it would have been if the account was set up as a professional install, with any cost associated to the self install, like shipping fees, automatically waived.
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