Wrongly charged $100 for equipment that should have already been installed.

I am being charged $100 for a service technician to come out and plug in an ethernet cable into the xFi gateway which should have already been there in the first place when I moved in. I was never told that I would be charged anywhere in my text message chat with an agent. I am extremely upset about this. I should not have to deal with the cost for something that should have been taken care of by the technicians in the first place before the move-in.

Responses

Accepted Solution

CC_Tony

Retired Employee

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1.4K Messages

3 months ago

@user_55kvox, hi there! All installations are $100. This covers the cost of the visit and all work needed to get your service working (expect except major construction). Once equipment or lines are installed by an Xfinity technician, it then becomes the owner's property and responsibility to maintain the lines.

If you need a repair visit for any reason with 30 days of a self-install, it will be charged as an installation. This is outlined in the order approval when you choose our Getting Started Kit.

[Edited: Spelling]

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user_55kvox

3 Messages

The thing is, these should have been taken care of already with the pre-installed xFi gateway from the apartment complex when I moved in. The CAT cables were cut upon move in. They do not have the RJ45 connectors to the modem.

3 months ago

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CC_Tony

Retired Employee

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1.4K Messages

@user_55kvox In our WiFi-Ready properties, the equipment is preinstalled, but Xfinity is not responsible for what happens after the equipment is installed. This is something that you could bring up to your property management. Xfinity will charge $100 for an installation if a technician is needed to get your service running.

3 months ago

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user_55kvox

3 Messages

Can you cancel the service technician appointment and remove the $100 charge then please?

3 months ago

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XfinityRichard

Official Employee

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1.8K Messages

Hi there, @user_55kvox Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to assist you with canceling that service visit and I'll look into that service visit charge for you. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

Click "Sign In" if necessary
Click the "Direct Message" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "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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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 months ago

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Accepted Solution

XfinityRichard

Official Employee

•

1.8K Messages

3 months ago

It was a pleasure, @user_55kvox working with you in private today and getting your account concerns taken care of. Please don't hesitate to reach back out if you need further assistance.-Richard

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Billing

user_55kvox

Wrongly charged $100 for equipment that should have already been installed.

CC_Tony

user_55kvox

CC_Tony

user_55kvox

XfinityRichard

XfinityRichard

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