Surprise $100 Technician Recovery Fee after a service move

@XfinityJeff​

Thanks, but I'm honestly not satisfied with this response — it's restating the general policy rather than addressing my specific situation. The policy hinges on an unsuccessful self-installation, but my self-install wasn't the failure point. The equipment I installed worked fine. A technician was required only because the cable wiring inside the unit was never connected on Xfinity's side — a pre-existing infrastructure defect that existed before I touched anything. "Unsuccessful for any reason" shouldn't cover problems the customer had no part in creating and no way to fix.

If the response continues to be a restatement of policy rather than an actual review of what happened, I'll file an informal complaint with the FCC. 

Thanks for reaching back out, and we appreciate your feedback! If the installation is unsuccessful due to needing an outlet activation, there would be a professional installation fee applied. We always offer the self-installation first to help with avoiding professional installation charges when we can; however, if the self-installation is not successful, it would require a visit. Hope this helps! Let us know if you have any additional questions. We are happy to help! 

@XfinityJeniece​

Thanks, but this response confirms my point rather than answering it. You've stated that the fee applies when the installation requires an outlet activation — but outlet activation is work performed on Xfinity's infrastructure, not on anything I installed or could have installed myself. By definition, the self-install couldn't succeed because the outlet wasn't active on your end before I moved in. Charging a "self-installation failure" fee for a problem that existed before I touched the equipment isn't reasonable.

I've now explained this twice without anyone reviewing my actual account or the technician's notes. If the next response is another restatement of policy rather than a real review, I'll be filing an informal complaint with the FCC. I'd much prefer to resolve this here — please pull the account and the tech's notes.

I want to restate that, at no point during the service transfer setup, the technician scheduling, or any pre-visit communication was I informed that a $100 Technician Recovery Fee would apply — and the FCC's Broadband Consumer Labels require ISPs to disclose one-time fees before a customer authorizes service. Hiding a charge until after the fact and then refusing to review it is unprofessional and frankly indistinguishable from a scam. Remove the fee, or I'm filing an FCC complaint.

Thanks for your feedback, and I will definitely make sure that information is submitted. We always offer the self-installation option to help our customers avoid the professional installation cost. If there were never Comcast services established at your address, you would need to have the professional install, and it would come at a $100 fee. 

I would be happy to take a look at the tech appointment notes on our end. Feel free to send over a Direct Message with your full name and your full address. 

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