Visitor
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3 Messages
$100 installation fee
I have been an Xfinity customer for about 7 years, and for the most part I have always been satisfied with the service. Recently, I moved to a new address, and during the process of transferring the service from one address to another, we found that we could not connect to the internet. After being on the phone with a representative for a long time, he determined that he would send a technician to check the problem. At that time, I was not told about any charge for the visit.
The issue was related to the cables that were outside the apartment. Finally, the technician fixed them and we were able to connect the service, and later a $100 installation charge appeared on my account. I spoke with Xfinity customer service, and they consider it a legitimate charge.
I still do not understand whether it is logical that when you move to a new address—whether you are an existing customer or not—you are responsible for the previous lines that were already at that address and that are the property of Comcast, not the customer. I have seen several cases in this forum with the same situation.
It seems unfair to charge a customer for something like this, and I need to express my frustration, disagreement, and dissatisfaction with this practice.
EG
Expert
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115K Messages
6 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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XfinityJamesC
Official Employee
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2.6K Messages
6 hours ago
Greetings, @user_ryuogh! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this installation fee. You have definitely come to the right place for assistance.
If you could 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, I'd be more than happy to look into this for you.
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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XfinityJamesC
Official Employee
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2.6K Messages
4 hours ago
Thank you for sending us a direct message, @user_ryuogh! We were able to look into things and determine why the installation charge was added, but we were happy to cover that cost for you, under the circumstances. I really appreciate your efforts to clarify the situation. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.
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