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prijohnka
1st Topic

1 Message

Wednesday, December 25th, 2024 8:07 PM

Got charged $100 when I moved the service even though I used the self installation option, spent 4+ hours on phone with clueless agents!!!!

I moved my services and they said self installation option will be free. I spent many hours on phone and agents kept transferring us, must have gone through atleast 10 agents before someone figured out that the problem was with their device. We went to the store and got the device replaced and even then their service was not working after which they sent the technician home and it turned out to be a xfinity problem but I still got charged $100! It took 4 days for the service to be activated. It is so annoying, if I knew I would have gotten charged, I would never have selected the self installation option. Terrible service! 

Question

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Updated 

11 hours ago

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EG

Expert

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107.7K Messages

19 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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2K Messages

18 hours ago

prijohnka, Hi! Thanks for reaching out. This is definitely not the experience that we like to hear about. I am so sorry to learn that we have made you feel this way after moving services and having to speak with multiple agents for a solution. You've come to the right place. Our team of experts will do everything within our power to rectify this experience in a timely manner. We can help. The benefits of selecting the self-installation route are truly intened for the following:
  • Convenience.
    • You can install services on your own.
    • You don't have to wait at home for a technician.
    • You’ll receive your products in one single shipment.
    • You won’t need to go to an Xfinity Retail Store.
    • You’ll be able to easily activate your equipment.
  • Cost savings.
    • Getting Started kits cost less than scheduling a professional installation.
  • Simplicity.
    • Comcast provides complete, easy setup instructions for your benefit

To further assist, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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XfinityRichard

Official Employee

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1.5K Messages

11 hours ago

It was a pleasure, @prijohnka working with you in private and getting your service visit fee taken care of. Please don't hesitate to reach back out if you have any further questions or concerns, we'll always be here for you.-Richard

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