Visitor
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1 Message
Internet
I signed up for Xfinity service, and the representative who signed me up told me that the installation would be completely free.
However, when I contacted support because I need a technician to install a coax connection, I was told that I would have to pay an installation fee. I disagreed because I was specifically told when I signed up that installation would be free.
The representative then said he could arrange for a technician to come out for free, but he said I would have to pay the fee first and then call back afterward to have it waived. I asked him to provide written confirmation by email that the fee would be waived, but he refused and said he could not provide that.
Because I was not comfortable paying a fee without any written confirmation, I requested to cancel the service. Unfortunately, the representative was not willing to help resolve the issue.
Manager, please contact me as soon as possible to resolve this situation. I am paying for Xfinity service, but I currently cannot use the service because the required installation has not been completed.
I would appreciate your help in resolving this fairly and honoring what I was originally told when I signed up. It has been delayed for my internet.
Email me at [Edited: "Personal Information"]
EG
Expert
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121.2K Messages
23 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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XfinityJustinM
Official Employee
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1K Messages
8 hours ago
Greetings @user_xue24v,
Welcome to our Xfinity forums support page and the Xfinity family! I'm glad you held off on taking that offering as is best to have something like that in writing. Typically, if an address requires a professional installation there would be a $100 charge. There are instances where we have promotions that either discount or eliminate that charge all together. We'd be more than happy to perform an account review to see if we have one of those offerings at your address. Just send our team a direct message with your full name and service address to get started.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
P.S. You are currently posting on the public forum. We ask that users refrain from posting personal information on the public forum for security purposes. When you have a moment please take some time to review the Xfinity Forum Guidelines.
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