Visitor
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3 Messages
I had to pay for hooking Xfinity's cable in the street
New service, house has cable put in by builder, in 26 years I have not had cable. I switch from ATT due to limits on connectivity, Xfinity says I can do the install myself, okay great. I get the modem connect it no signal, I call Xfinity (after digging for the phone number to actually talk to a person not there AI bot) the do a bunch of provisioning on the line, no success. They schedule someone to come out and I ask ," if its in your equipment do I have to pay for the call" they answer no. Guy shows up, I show him were the cable comes into my house from the foundation, directly from the street, he checks no signal, he goes out int he street and finds the box, the cable was disconnected, in the box, in the street. he connects it and we test, again at the location where the cable enters my house. it works.
I get a bill for $100.00 for installation.
They say it was a professional installation, so I have to pay a 100 bucks for them to connect there cable in there box. Trying to get anywhere you get passed from one person to another. They could not even define for me what a professional installation entails. Totally [Edited: "Language"] . I should have just sent the modem back and canceled when it didn't work the first time.
I should not have to pay for them to fix there equipment, especially when its a disconnected cable in there box.
XfinityRay
Official Employee
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3.8K Messages
8 days ago
Hi there, @_9ly394! I am glad to hear that your service is up and running now! How has the service been working so far? Our installation visits cost $100 and cover hooking up the wiring to you home and equipment. We list this on the order approval that you reviewed and approved when you signed up for service. That is a valid charge since our technician had to come out so you could get connected. When you have had an installation visit or are 30 days past hooking up new equipment and have concerns, a different type of visit is set up called a trouble call. That type of visit is free if the root cause is Xfinity owned wiring or equipment.
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