1 Message
Unexpected Installation fee
Hi,
I moved to a new address last Saturday (9/30) and ordered a change of address online earlier last week. I decided to install the service by myself. I transferred my old device to the new address and connected it as instructed, but it did not work. I talked to a representative and worked with her for an hour, but she could not get me connected. She ordered a technician for me, but did not tell me about any installation fee. The technician came on last Sunday (10/1) and fixed the cable problem outside my apartment. Yesterday, I got a notification that a $100 installation fee was added to my account and scheduled to be charged on 10/17. I did not expect this at all because it was not my fault. I have been using Xfinity for many years. Last year, when I moved to my previous address, I encountered a similar problem. A technician helped me fix it and there was no charge at all. I do not understand why this time there is a charge. Please cancel it.
Thanks.
EG
Expert
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110K Messages
2 years 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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XfinityGabby
Official Employee
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1.5K Messages
2 years ago
Hello @user_4w8a0p. Thanks for reaching our team on Forums. Typically, if you opt for a self install and that fails and a technician is needed to go out and help install your service, a professional install fee gets added to the account. We can look into your billing concerns, can you please send a direct message with your full name and address.
Here's the detailed steps to direct message us:
• 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
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XfinityKrista
Official Employee
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1.5K Messages
2 years ago
We're happy we were able to help with your concerns today and hope you have a wonderful weekend.
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user_rcgxqj
1 Message
1 year ago
We just moved and unfortunately had this same experience. I was on the phone for hours trying to get a signal. Ultimately, I was told they would have to send a technician because they could see our device but could not communicate due to a weak connection. I was NEVER informed there would be a $100 charge. We have been with Comcast for a long time and have never paid any sort of installation or service fee. We were planning on switching our cell phones to bundle, but I no longer trust the transparency with billing. Extremely disappointed.
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