Visitor
•
4 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
•
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.
4
0
_9ly394
Visitor
•
4 Messages
3 hours ago
All the responses are basically directing me to Xfinity's policy for an on site service call. It is basically - that's our policy, you agreed to when you signed. Not on us. At what point is a failure in Xfinity infrastructure no longer my responsibility to pay for a service call?
My problem is with the policy itself where I am being charged for a service call, where the fault in in the service providers equipment and not on the customers property or involving the customers wiring.
so let see if I can make this clear.
1) I told the person who I talked to about getting service that the house had cable entering the premises but had not been turned on to my knowledge.
1a) they told me that the computer showed that the house was eligible for customer install.
2) when the modem showed up I went to the location where the cable came in from the foundation and connected the modem
2a) it failed to connect
3) after doing a google search for the xfinity customer service phone number, because I could not get through the AI chat bot to a person, I called and waited on hold for >2hr before someone got on the line.
3a) I again informed that tech that the house had not had service for a long time if ever.
3b) after about an hour and many attempt to provision the service the tech said that they were going to have to send a guy out.
4) the guy shows up on time and was very professional. I show him the modem connected directly to the stub of cable that was protruding from the foundation and he determined that the cable must be disconnected in the street.
5) After some walking around, he locates the location of the junction box and discovers that the cable leading to my house was disconnected. he terminates the connection. The modem then connects and it works.
6) he runs some test installs a pad in the line from the cable company and leaves. He is done. He fixed Xfinitys equipment nothing else
So why do I have to pay for a service call that was in the xfinity infrastructure? He did not install a cable in my house, he did not do anything in or on the house.
TAHNK YOU FOR YOUR ATTENTION TO THIS MATTER.
0
0