Visitor
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3 Messages
I don't get why I should pay extra fee for the technical support
I’m paying for a 500Mbps plan, but consistently receiving speeds below 200Mbps.
I did everything what the company AI assistant tells me to do like restart, troubleshooting, etc.
And it says call technician which costs extra fee.
However, since I’ve even already tested on multiple devices and ruled out local device issues, I believe the problem is not on my end.
So I don’t understand why I should pay an additional fee for technician support.
This should be resolved at no extra cost, and I just want to get the proper service I'm paying for.
XfinityGabriel
Official Employee
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2.5K Messages
18 days ago
user_yipic5, Hi there! Thanks for taking the time to reach out. As an Internet customer myself, I can definitely understand the importance of having your internet services working correctly and not having to pay an additional fee for an appointment since you have already tested multiple devices. You've knocked on the right door for help in virtual land. We are a dedicated team of experts who specialize in resolving internet service issues over social media. Let's get this fixed. If the internet service issue is a non-Comcast-related issue, there is a possibility of charges being applicable at the technician's discretion. If the issue is Comcast-related, no charges are applied. Are you using a Comcast modem? In addition to troubleshooting with the XFINITY Assistant, if you were to run an internet health test like in this link here: (https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting) via the Xfinity app, what results does it pull for you?
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