Visitor
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2 Messages
Why Was I Not Told About $100 Installation Fee Before Transferring?
I recently moved to a new address and initially contacted customer service to cancel my Xfinity service. During that call, the representative encouraged me to continue my service at the new address, and I agreed.
However, I was not informed that my new address is considered a primary address that has never had Xfinity service before. Because of this, I am now being told that I cannot complete a self-install and must pay a $100 technician installation fee. In addition, I am being charged a $15 shipping fee for equipment delivery since free store pickup is not being offered.
These additional charges were not clearly explained to me when I agreed to transfer my service. As a result, I am now facing $115 in unexpected fees just to continue service, which is very frustrating.
I would appreciate assistance in resolving this issue. I am requesting that these additional fees be waived. Otherwise, I may need to reconsider continuing my service.
Thank you for your help.
XfinityQuemekia
Official Employee
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953 Messages
8 hours ago
I am so sorry for the surprise fees and the lack of transparency during your transfer @user_6ok25y. Moving is already a huge task, and the last thing you need is a bill you weren't expecting. While a Professional Installation, is often required for addresses that have never had Xfinity service to ensure the lines are properly active, the details are usually included in your service order. I'd be more than happy to look into this!
If you could send our team a direct message with your full name and the new service address.
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