Charged $100 for doing a self install??? What?

This week I signed up for Xfinity internet and received the gateway device. Installation went smoothly, and service worked fine for two days but then it suddenly went down early this morning.

I tried using the Xfinity Assistant app, but found it frustrating and unhelpful. It insisted there was no outage in my area and directed me to schedule a technician visit. Meanwhile, I noticed that the nearby Xfinity WiFi hotspots were also down, which suggested a broader issue.

After battling the virtual assistant loop, I finally reached a live tech support agent. They also claimed there was no outage. But interestingly, while I was on the phone with support, the Xfinity hotspots came back online and so did my gateway. That seems a little suspicious to me.

To top it off, I now see a $100 charge pending for a “Professional Install” on my pending bill, even though I installed the system myself.

I’m seriously considering switching back to my previous provider, who gave me 10 years of mostly reliable service and accurate outage reporting when issues did arise.

Outage time was 5 hours.

caveat emptor