Visitor
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2 Messages
Surprise technician charge to swap out broken comcast box
Our comcast box stopped working - the light on the box was blinking non stop. Over the course of 3 weeks, I tried automated Xfinity technical support, reset the box multiple times, talked to 4 different agents (a hard feat to connect to a real person!!) who all first tried to send a reset signal to the box and then ultimately declared that the box was broken. The agent from India scheduled an xfinity technician to come out and check the box and swap it out if necessary. She did not tell me a charge was involved OR offer to send me a new box that I could swap out myself. The technician never showed. So, I called again and the agent from the Philippines scheduled yet another technician visit. Again, no mention of a charge. Infact, I was promised a refund for the loss of service. This time around, the technician did show up and he swapped out our broken box for a new one. He did not mention a fee for his service either. We were very surprised to see a $100 charge for the technician visit on our following month's bill. Instead of refunding us for loss of service, we got penalized for having a fix to the problem.
I have now made several calls to more agents who indicate that they will need manager approval to remove the charge, but to no avail. The charge is still on my comcast bill. Please have it removed asap.
XfinityRay
Official Employee
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3.1K Messages
1 month ago
Greetings, user_vkn027! Thank you for reaching out about the cable box and visit charge. When you first set up your account make plan changes, or you change equipment for the next 30 days, any visits are set as a technician recovery visit which does have a $100 charge. We notify you about this on the order approval links when swapping equipment, making any changes to your plan, or when setting up a new account. There are also sometimes an order approval that is needed to set up the visit which also shows it.
Outside that, if we come out and the root cause of the problem is customer owned equipment or wiring, there is a charge. We cover the cost of visits if the root cause is our equipment or wiring. For future knowledge, if needed, you can always swap your equipment at your local Xfinity store or we can set up a shipment. If you change it out yourself and still have problems though it would go back to the 30 days when a technician recovery visit would be set up.
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