1 Message
Unexpected Installation fee
Hi,
I moved to an apartment last month (Dec 2024). I ordered Xfinity plan and I decided to install the service by myself. But then I found that the modem can not be activated even if I follow Xfinity's instruction. I called Xfinity customer service and the agent sent a technician to help me activate it, and he said that I will not be charged for that because it is not my fault. The technician came the other day and figured out that it's because the original Xfinity line in my room cannot work at all and he connected a new line into my room. So it is absolutely not my fault to not able to activate the modem. But almost 1 month later I suddenly receive the bill that I will need to pay for the $100 installation fee. I did not expect this at all and it is totally unacceptable, please cancel it.
Thanks.
XfinityJanelle
Official Employee
•
1.4K Messages
14 days ago
Hey @user_4gz4e2 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your installation experience. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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