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user_k3gfkv
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Thursday, October 19th, 2023 2:47 AM

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Xfinity Technician Lies about services

My modem was not connecting to the internet. I unplugged and plugged back in as suggested by the app to troubleshoot. I would watch the lights on the modem go off and then on again once the modem was plugged in, but the internet not be restored. I scheduled a technician visit. The technician told me my system was out of date and replaced my modem. I pay monthly to rent my modem from Comcast. I did not expect a $100. When I inquired about this, they told me the technician had to fix my power outlet. Which is a lie. Bother the modem and my lap had been turning on from that power outlet. He said NOTHING to me about the power outlet. The power box wasn’t even opened to turn off power to that outlet for said “fixing”. I literally cannot believe this. Even if they waive the fee, how can I trust Comcast coming into my home again. Like I need a 3rd party witness next time I schedule a technician visit. Do I even want Comcast anymore after this. What a breach of trust.

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Updated 

2 years ago

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user_k3gfkv

2 Messages

2 years ago

Both the modem and my lamp** had been turning on from that power outlet.

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XfinityPeterH

Official Employee

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1.9K Messages

Hello @user_k3gfkv, and thanks for your post. We appreciate your feedback about your experience and need to clarify some details. Our techs are not electricians, so we would not change a power outlet. Chances are the outlet was a coax outlet, meaning the coax cable that connects your modem to our service. When it comes to being charged for a visit. The tech is the one who decides if a fee is valid or not. I would like you to send your details, such as your name and address, in a direct message. Once your account is verified, we can investigate what was happening.

(Full credit to @BruceW for this excellent explanation!) 


"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:


 • Click "Sign In" if necessary


 • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging


 • 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


See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

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2 years ago

0

EG

Expert

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110.3K Messages

2 years ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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