5 Messages
Tech fee? Cut cable lines outside the house
I went to re-start internet and cable service for my mom. I had service in the home in 2017 before I was stationed overseas. My mom didn't want to keep it so I disconnected the services. My Aunt moved in in 2022 and started services. When she moved out she stopped the services, which were confirmed at the store. I'm thinking everything is good so I get the self installation kit only to realize none of the cable/Internet ports are working. I take pictures of the modem connected correctly. Something said check outside, all of the cable lines are cut on the outside. I take pictures because why is Xfinity forcing people to pay a tech fee when it shouldn't have been. If I was able to attach pictures so you can see this has nothing to do with trucks snapping the cable lines, they were literally cut at the walls of my house outside.
user_4l1p4n
5 Messages
1 year ago
Here are the pictures of the cut cable lines outside the house.
1
0
user_4l1p4n
5 Messages
1 year ago
Here are the pictures of the cut cable lines outside the house.
0
0
XfinityDena
Official Employee
•
2.6K Messages
1 year ago
Thank you for reaching out @user_4l1p4n. I am sorry to hear the lines are cut outside. Our technicians normally do not cut any line when a service has been disconnected so that it is easier for the next customer to start services. They could have been cut at any time or by another provider if your Aunt or someone else got services. As a customer myself, I understand how frustrating any issues can be. When you are setting up services you do agree to the following: I chose the self-installation option with the Getting Started kit. I agree that if an Xfinity technician is required to complete the installation, I will be charged a Professional Installation fee of $100. This $100.00 installation fee is necessary as it covers the cost of any outdoor/indoor repairs, replacements, and reconfiguration of the wiring during the appointment to complete the installation of your services. We would be happy to get that appointment set up for you.
Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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
2
0