Uninformed $100 bill

I moved to a new place and signed up for a home internet subscription, and the call representative just arrange an installation for me and inform me I only owe $25 deposit an first month internet bill $50. The internet guy was here and ask me for the modem, I was very confused. He end up got one from his van and complete the set up. 3 days later I received a package mail to my property with additional modem and xtream box. I don't know what what are Xfinity trying to do. Is this a scam to try to charge me unused equipment? I returned the equipment and now the representative said the $100 charge is for installation which I was never informed.

The issue is that nobody informed me of the $100 price that would be incurred for the technician visit. Neither the technician nor the customer service representative.

This is ridiculous and unfair. It could have been an easy and clear set up but instead they confuse and distract me to pay $100 that I was never informed.

Please someone assist me to remove the $100 charge off my statement.

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XfinityGabriel

Official Employee

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3K Messages

3 hours ago

@user_w3t99z,

Hi there! Thank you for taking the time out of your Tuesday to reach out. I can understand how confusing and frustrating this experience has been as a consumer myself. You should absolutely be informed of any installation charges before a technician is dispatched, and I understand why you’re concerned about the extra equipment and unexpected $100 fee. You've come to the right place. Our team of experts is dedicated to resolving concerns such as this over social media. We can help.

To help clear this up and make sure your bill reflects only what you actually agreed to, I just need a little more information:

When you signed up, did the representative mention self‑installation or professional installation at all?
In your account or confirmation email, does it show the installation type or any charges listed?
Did the technician mention anything about why a modem was required or why additional equipment was shipped to you?

Once I have those details, I can help review what should have been charged, what may have been added by mistake, and what steps we can take to request removal of the $100 installation fee since you were never informed about it. Thank you for your patience as we work to get sorted out together.

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user_w3t99z

Visitor

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2 Messages

1. No, the representative just asked my closing day and set up appointment for my internet service.

2. Here is the order confirmation email:

Your Xfinity Plan

Internet 300 Mbps | Download speeds up to 300 Mbps; Upload speeds up to 35 Mbps

$50.00 / mo


Unlimited Data	Included


300 Mbps	Included

300 Mbps | Up to 300 Mbps download speed; Up to 35 Mbps upload speed


Xfinity WiFi Gateway	Included

$50.00 per month for 60 months

Equipment & Services

Streaming TV Box Rental

$0.00 / mo

Taxes, Surcharges & Fees

Estimated Taxes, and Government & Other Fees

$1.47 / mo

One-Time Charges

Other Charges

Getting Started Kit Delivery

$0

Paid Today

Deposit

$25.00

Next Bill

Estimated Monthly Bill
(Excludes one-time charges.)

$51.47 / mo

3. No, the technician came to the house and ask me that he needs the "while box", I was very confused why would I have it. The technician just went back to his van and grabbed a modem said this is what I need. Then he just use that one to set up internet. I was never informed there were a package sent to me from Xfinity. The "surprised" package delivered after the internet all set up. 3 weeks later I received text said I will be charged for keeping unused equipment.

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3 hours ago

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XfinityGabriel

Official Employee

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3K Messages

user_w3t99z, Thank you so much for confirming these details. That helps a lot. Your email states “Getting Started Kit Delivery: $0”, which means you should have received equipment by mail to install yourself and not a technician visit. With a getting started kit, if the self installation does not get services working, normally there is $100 fee for sending out a technician for an installation appointment. I would like to pull up the account to research this further. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

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2 hours ago

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user_w3t99z

Uninformed $100 bill

XfinityGabriel

user_w3t99z

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