Visitor
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7 Messages
tech fee
hello
i requested a replacement modem, got sent the wrong one. got sent the replacement and it started overheating. they said they needed to send a technician so they can replace it right then and there because it had been over a month for me to finally get the correct modem. i was told i would not get charged because i kept insisting it was not fair i had to pay when they were the ones sending me the wrong modem and kept delaying the delivery, i have several order id numbers. the technician came and they said they had to redo the wiring that came from the pole. again this was an xfinity issue. i dont understand why i am still getting charged the fee.
XfinityChristy
Official Employee
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3K Messages
19 hours ago
@user_49hrbg Hello, and thanks for sharing what happened here on our Xfinity Community Forums. I can understand why you're frustrated. Based on what you've described, it sounds like the original issue involved receiving the wrong equipment and then needing a technician visit to resolve problems with the modem and outside wiring. I can certainly take a closer look at the charges and review the notes on the account to better understand why the technician fee was applied. To get started, please send us a Direct Message with your full name and service address. Once I have that information, I'll be happy to review the account, the technician visit, and any related orders to see what happened and what options may be available. I know you've already spent a lot of time trying to get this resolved, and I'll do my best to help.
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XfinityDilary
Official Employee
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3.6K Messages
1 hour ago
@user_49hrbg Thanks for allowing us to help with your charge concern. I'm glad we were able to adjust the fee as a one-time courtesy. You will see the adjustment on your next statement online or through our Xfinity App. If you need anything else, don't hesitate to create a new public submission. Have a great rest of your night.
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