Visitor
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1 Message
Technician fee
I got my bill statement today with a $100 charge for professional install. I had a technician come out because I couldn't get my internet to set up properly, which ended up being that the coax port had no connection and there was a cord sticking out from a different wall I had to use instead. Throughout making the appointment with the AI, having to cancel my original appointment when the technician was running behind by 2 hours, and calling to remake a new appointment (having to wait a week to align with my schedule) I was not informed of any possible charges relating to this appointment. As a new customer, it's frustrating to surprisingly have a charge double my monthly bill added with no warning. Had the charge been explained I would have tried to do more research to figure it out alone to avoid it unless absolutely necessary. I only made the appointment after trying to troubleshoot through the AI which only kept telling me to make sure my gateway was plugged in with no helpful assistance
XfinityJustinM
Official Employee
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825 Messages
7 hours ago
Greetings @olizimme,
Thanks for visiting our community forums support page, and welcome to the Xfinity family. The disclosure for the professional installation charge of $100 actually comes at the point of ordering the service. If a technician is needed within 30 days of ordering a getting started kit customers will incur the $100 professional installation charge. In this scenario the charge would be valid, but we can take a closer look at your account based on the delay of the appointment. Just send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
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XfinityBrianH
Official Employee
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2.3K Messages
56 minutes ago
@olizimme Thank yo so much for giving us the opportunity to assist you with your account. Please reach out to us again if you have any other concerns we can help with.
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