2 Messages

Wed, Aug 18, 2021 3:03 PM

Technician Fee Charged In Error

I've been having ongoing wifi connectivity issues for the past year and recently (on 7/10/21) had a tech come for another in-home visit. Thankfully, he inspected my modem (the last tech did not) and told me that I had the wrong one which is why my service had been so horrible. He replaced it and I have not had any wifi issues since.

On my most recent bill, I noticed that I am being charged a $100 in-house service fee. The reason for my horrible wifi service was due to the equipment Xfinity issued to me and not through any fault of my own. I even purchased a more expensive, higher speed internet plan, per an Xfinity phone rep's suggestion. I would like this fee waived considering the circumstances.

Accepted Solution


Official Employee


276 Messages

3 m ago



Thank you so much for reaching out to us about this fee. You are right we would not charge if it determined to be an issue with our equipment and we can certainly take care of this for you. Please send us a private message with your full name and the service address, much appreciated. 


Valid Service Fee:

A fee would be valid if the technician finds the issue to be:

1) customer owned equipment

2) customer education and troubleshooting

3) indoor wiring


Invalid Service Fee:

A fee is not applied to the account if the issue is found to be with:

1) XFINITY owned equipment

2) exterior lines and wires



To send the requested information in a private message to Xfinity Support:


  • Click "Sign In" if necessary

  • Click the "Direct Messaging" icon or https://comca.st/3iVtu1B

  • Click the "New message" (pencil and paper) icon

  • The "To:" line prompts you to "Type the name of a person", but don't do that.

      Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

  • Type your message in the text area near the bottom of the window

  • Press Enter or tap the > icon to send it



9 Messages

1 m ago

THIS  happened to me too, first time several years ago I had to have the modem replaced(theirs,) no charge. Last year same issue happened, tech came out never said a word, replaced the modem, boom there was a $100 charge on the bill which I had to call repeatedly to get dismissed , I would say ten times over the course of two billing cycles. NOT Ok!

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