Frequent Visitor
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11 Messages
Internet dropping frequently; $100 charge for tech visit
My internet has been dropping just about daily for hours at a time for a couple of weeks now. I had a tech come out last week and he found water in the coax lines outside and replaced the lines going coming from the pole to the comcast box outside. Thought the issue was fixed but it's still ongoing and it turns out there is still water in the lines going to my house. I tried calling to get another tech out but this time I am being charged a $100 installation fee just to get another tech out. Is there anyway I can get this looked into because I really don't understand why I'm getting this expensive charge to get something fixed that's out of my control.
Accepted Solution
CCEthan
Official Employee
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1.4K Messages
4 years ago
Hi @Azure86. There is no charge after a visit to resolve an outside issue and I am sorry if it was worded that it will be charged no matter what. We still have to inform you on every visit that there could be a charge if inside damage is found. I would be happy to schedule a technician and make sure there is no charge for outside work. Can you send a direct message with your name and address?
Make sure you are signed in.
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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