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Pzazz2
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1st Reply

Visitor

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6 Messages

Tuesday, January 18th, 2022 2:14 AM

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"Free" installation is $89.99. What a joke.

I signed up for internet service with Xfinity (We've had TV service for many years). Everything I read and everyone I talked to during signup process said "free installation". I contacted customer service again after signup and now they say there's an $89 installation fee for placing the modem and router in a more centralized room of my home. They basically want me to install the modem and router next to my TV in the living room because there's already a coax cable there. Pure laziness and false advertising. I'll be cancelling unless they waive the install fee.

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Updated 

3 years ago

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XfinityWilliam

Official Employee

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1.2K Messages

3 years ago

Hi @Pzazz2. We would truly honor our free installation price, if a rep informed you that is what it would be. If you installed the equipment yourself, and are not getting a good signal and need the modem to be moved, there would be an install fee for a technician to come out and change the outlet or make a new outlet.

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Pzazz2

Visitor

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6 Messages

@XfinityBilly "We would truly honor our free installation price, if a rep informed you that is what it would be. " That would be wonderful if you could send out a tech for free to extend or split the coax over to the room where an outlet already exists from an ATT phone line.

3 years ago

0

Pzazz2

Visitor

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6 Messages

3 years ago

My exiting coax is in my living room next to my TV where there is nowhere to put a modem/router and all the accompying wires. Plus, any ethernet cable connections to other rooms would be out of reach + impractical, unsightly, and hazardous to lay an ethernet cable down.

There is a room in the center of my house that would be the place to put the modem/router by running a coax wire to that room.

It's not a question of whether or not it's a good signal. It's about falsely advertising free installation and then charging customers to make changes to outlets.

It's a question whether or not Xfinity wants us to keep this service for a few years or not.

(edited)

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XfinityWilliam

Official Employee

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1.2K Messages

Thanks for confirming this. Since the modem is already installed, we would charge our customers to come out and install a new outlet if they would like it moved. 

 

You can also visit your local Xfinity store to obtain a splitter and coaxial cable, to make the outlet longer if needed.

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
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 years ago

Pzazz2

Visitor

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6 Messages

@XfinityBilly  I asked about this with phone and chat reps WAY before I installed the modem. 

3 years ago

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Pzazz2

Visitor

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6 Messages

@XfinityBilly I was also told by a chat rep that I could add an Xfinity Voice line for $10 per month and could transfer an existing phone number but I can't find info on it anywhere.

3 years ago

0

CCGina

Official Employee

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800 Messages

@Pzazz2 we can definitely look into the phone line, if you'd like! 

 

It sounds like there is confusion about the free installation: from the information so far, you received a free self-install kit in the mail and were able to hook it up and the service is working. Moving the modem that is currently active to a new room or creating a new outlet is a different type of "install" work order since your services are already active and working. I hope that makes sense. 

 

We would be glad to assist you with getting that tech visit scheduled and looking into the phone line for you, if you'd like. If so, please send us a direct message, using the following instructions:

(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://comca.st/3fHlJKy

 • 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://comca.st/3qHf6Oo for an example.

I no longer work for Comcast.

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 years ago

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