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user_zfmoc8
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2 Messages

Tuesday, January 13th, 2026 6:36 AM

Why was I charged an installation charge?

I switched my service to Xfinity to take advantage of the $50/ 5 year deal for 1 gig internet. I was not aware that I would be charged $100 for "installation". The technician did not do anything inside my home. The wiring inside is fine. To my knowledge, there was a hookup from the pole. Why was I charged for that? I was never told there would be an installation charge, and I'm not happy about it. This essentially wipes out an entire years worth of savings. If I was informed of this at the time of setup, I would have never switched. Can you please waive this fee?

Thank you for your help!

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20 days ago

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XfinityKei

Official Employee

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2.2K Messages

20 days ago

@user_zfmoc8 Thanks for bringing your concerns to our attention. I would like to set the correct expectation for our chargeable tech visits. I also have a link from our famous website with more information at https://www.xfinity.com/support/articles/prepare-for-your-service-visit 

Scroll down to Potential charges

Service visits may be charged a fee.

 

-If a technician is required to complete an installation, a $100 charge will apply.

-If the technician determines your reported service issue is unrelated to Xfinity services or rental equipment, a $100 charge will apply.  This fee will be waived for existing customers experiencing Xfinity-related service issues.

 

(edited)

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user_zfmoc8

Visitor

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2 Messages

Thank you for your response. Is it not Xfinity policy to inform customers when there will be a service charge for a technician? I talked to two separate "departments", and neither informed me that there would be a fee. Neither did the technician tell me when he came out. This would have definitely factored into my decision to switch my service at the time, and because i wasn't fully informed by Xfinity, I went along with it, assuming I would receive the promised free installation.

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20 days ago

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XfinityNatalie

Official Employee

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548 Messages

 

We can definitely further investigate this matter for you.  Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. 
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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20 days ago

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