3 Messages
Unannounced $100 charge
I perfomred a self install of my system and comcast had no communication with my device. On a recorded call that can be reviewed there was an attempet to fix the problem after that fix did not work i was scheduled for what i was told was a free assessment visit. Upon arrival he found at the external box where the comcast cable enters the wrong cable was hooked up due to the previous owner haveing a different provider. He connected the correct cable and did not ask and left. I later found a $100 dollar install fee on my account. No one consulted me or asked if i would like a professional install. I signed up for a free assesment and that is it i was not told he would be hooking up a wire (which i could have done) and illegally charging me for a service i did not want. If this is how comcast does buisness i would like to take my buisness elsewhere. You cant charge somone without asking or telling them.
XfinityThomasC
Official Employee
•
2K Messages
3 months ago
Hello, @user_g2wtt3 This is not the experience we want to create for our customers as I know a surprise charge can be frustrating. To set the proper expectation it is stated in your service agreement customers are charged a $100 professional installation fee for unsuccessful self-installations if scheduled within 30 days of receiving a Getting Started kit(self-install). You’ll be charged for any repairs, replacements, or reconfiguration of inside wiring, activating outlets, and if no attempt was made, or you attempted incorrectly to install the Getting Started kit. These charges also apply for service issues on any line of business (LOB), regardless of which LOB the Getting Started kit was for.
I would like to review your account to see if we can offer a credit for that charge. Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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user_ubok83
4 Messages
3 months ago
Hello, I have experienced the same issue after I activated my service with Xfinity last friday. Where the wires to external box outside apartment unit were all tied up and disconnected (the previous resident was also using Xfinity) and the technician had to attach them to the wires that go to the apartment unit behind the wall connecting to the outlets that connect to the modem-router. (Note: The apartment leasing office and maintenance have stated on record that they have not disconnected any wires from external box or wiring within unit connecting outlet and all the units were internet ready which makes me wonder on who would benefit from a technician visit to setup new account connections?).
Once that wiring was fixed, I myself did the modem-router setup to activate my internet service. I was promised by the agent who sent the technician and technician himself that I wouldn't be charged but I was still charged for it.
Even after endless phone calls and chats with the customer service, they refused to remove the charge off my bill. Let me know if your issue gets resolved.
(edited)
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