Unexpected $100 Charge for Internet Activation Due to Cable Line Connected to Another Provider

Dear Xfinity Support,

I am writing to express my concerns regarding an issue I encountered with the activation of my internet service. On Friday, August 16th, I visited the Xfinity store in State College, PA, to initiate internet service at my new residence. I provided my address, and after a check, I was informed that the infrastructure was available. I signed the necessary documents and was told that my internet service would be activated within 1-2 hours.

Since I already own a compatible modem (Arris SB1683) and router, I opted not to purchase new equipment. However, upon returning home and setting up the modem, I found that there was no internet connection. After nearly 10 hours of live chat sessions with various representatives, I was repeatedly asked if my modem was connected properly, which it was. Finally, one representative identified that the reason my modem could not be detected was likely because the coaxial outlet in my home is not connected to Xfinity’s network but instead to another ISP's network from the pole.

I was then informed that a technician would need to be sent to reconfigure the connection to Xfinity’s network, and that I would be charged a $100 fee for this service. I find this situation to be quite unreasonable. I was assured that the necessary infrastructure was in place when I signed up for the service, yet I am now being asked to pay an additional fee because the cable line in my home is connected to another ISP’s network. If this was the case, why was I not informed before my account was activated? Shouldn’t this necessary connection adjustment be made as part of the service setup at no extra cost to the customer?

I have only just moved into this home two days ago, and if the required infrastructure is not in place, I should have been informed before committing to your service. If Xfinity is unable to provide service without this additional cost, I would have preferred to be notified so I could have considered other providers.

I kindly request that this issue be resolved without any additional charge, as I believe it is unfair to ask me to pay for something that should have been addressed before the service was offered to me.

Thank you for your understanding and assistance in this matter. I look forward to your prompt response.

Sincerely,