Visitor
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1 Message
100$ Installation fee waiver
Hi Xfinity team,
This is [Edited: "Personal Information"], coming from a recent experience transferring my service from [Edited: "Personal Information"] . I would like to kindly request a waiving of the $100 service fee charge applied to my account from this service. I will provide all context, and I hope you understand my situation.
I am a Gold member customer of Xfinity for several years, and I wanted to transfer service to a new address. I had calls with support, and with their help they confirmed a transfer of service to the new address. However, I still did not have internet for 2 3 days . I called support again, and they still said they confirmed a complete transfer of service to the new address.
A technician was decided to come out to my address to look into the problem. It was theorized that the pre-installed Gateway device was not working. I was not told that this service would cost any amount of money.
In summary, my internet was transferred 2 days later than I originally setup for, I was told that my internet was confirmed to be transferred when in fact it was not, the problem arose from a pre-installed Gateway device and I was not informed that there would be any charge. With all this information in mind, I believe that the $100 service fee should be completely waived.
EG
Expert
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118.3K Messages
4 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityGabriel
Official Employee
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3.3K Messages
3 hours ago
Given everything you’ve outlined, including the delay in service activation, the need for a technician to resolve what was believed to be an issue with pre-installed equipment, and the lack of clear communication about the charge. I absolutely understand why you’re requesting that this fee be waived. What I’d like to do next is take a closer look at your account and the technician notes so we can fully validate what happened and determine eligibility for a credit. If everything aligns with what you’ve described, I’ll make sure we pursue the appropriate adjustment for you. To get started, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. We’ll get started on this right away and stay with you every step of the way until we get this resolved. Thank you again for your patience. We truly appreciate the opportunity to make this right.
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