Unfair $200 Installation Billing Charge

Hi there,

I had selected a self-installation option for Xfinity with my own devices. There was no active Xfinity signal in my unit even though Xfinity had said they serviced the building and why I chose to go with Xfinity instead of another option. I called and Xfinity sent out an agent to activate an Xfinity signal - both the agent on the phone and technician assured me there would be no charge. The next day, another technician had to be sent out because the first technician did not properly set up the signal. Again, I called to confirm there would be no installation charge since it was an issue with Xfinity and not my own device - the second person I called and second technician also confirmed there would be no charge.

Now I am seeing a $200 charge for installation fees on my billing statement. This runs directly counter against FOUR different Xfinity representatives who all said I would not be charged. I was able to get a credit for $100, but still have another charge of $100.

Please assist as this is an extremely frustrating situation.

Responses

XfinityKei

Official Employee

•

1.5K Messages

2 years ago

@jliu25 Thanks for bringing your installation charges to our attention. We know there are out her providers out there, and we are grateful you choose Xfinity! I would like to set the correct expectation for our techs and charges.

If a tech comes to your home to professionally install and activate your services there's a charge for that. To avoid the charge we offer a self installation which would be free. If a repair tech is needed down the line and the issue is not related to our equipment there's a charge billing. We never bill for our equipment being the culprit. Send us a direct message. I am happy to check on your notes and the details of those charges to see what I can do to resolve this! 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

jliu25

2 Messages

Hi there, I wanted to post an update - I was on the phone with an Xfinity technician for over an hour and she promised that the $200 charge would be completely waived. I see that $160 was waived on my account, but there is still a remaining $40 charge. It feels like Xfinity is trying to slow play me into accepting some charge as it doesn't make sense why they wouldn't just waive the entire charge at once. Any advice would be appreciated - thanks.

2 years ago

XfinityJamesC

Official Employee

•

2.1K Messages

Thanks for posting an update, @jliu25! I'd be more than happy to look into this for you. Please feel free to send our team a direct message as outlined above, with your full name, the name listed on the account (if different), and the service address associated with your account.

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2 years ago

Billing

jliu25

Unfair $200 Installation Billing Charge

XfinityKei

jliu25

XfinityJamesC

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