Visitor
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1 Message
Undisclosed Setup Fee
Hi, I am contacting you to proactively dispute a $100 professional installation fee that is pending for my upcoming bill. I opted for a self-installation, but the line to my unit had been physically switched over to Astound Broadband by a previous tenant. The technician who arrived determined that the issue was entirely outside my unit on Xfinity-owned infrastructure. He had to manually reconnect the external drop to the Xfinity plant to restore the signal. Per Xfinity policy, service fees are waived when a technician works strictly on company-owned equipment outside the demarcation point. Can an official employee please review the technician's job resolution notes and apply a waiver credit for this setup fee?
EG
Expert
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120.8K Messages
4 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJohnG
Official Employee
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3.1K Messages
4 hours ago
Thank you for reaching out here about that service call fee. I will be happy to take a look at the notes on that charge from here for you. In order for me to do that I will have to ask you to send me a direct message with the full name and complete address for your service. To send a direct message.
• 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
How to: Direct messaging within the forum | Xfinity Community Forum
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