3 Messages
Modem
I moved yesterday and went to try and get the modem activated I tried to work with someone online that didn't work. So I had to talk to an associate on the phone she couldn't get it to work. She was supposed to have a tech come out today well she booked the wrong day thankfully I caught that late last night and she put the wrong phone #. I am missing time off a new job for this. Its not fair to me, I had better not be charged for this.
EG
Expert
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117.4K Messages
7 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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XfinityJustinC
Official Employee
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2.2K Messages
7 hours ago
Hello, @user_8fnvjv thank you for reaching out over Xfinity Forums. I appreciate all the detailed information, and understand the concern related to if the technician visit would be a charged visit. Working from home myself I also understand the importance of having your home network up and running, and understand where you're coming from with having to take time off and how that can be frustrating. I'm glad to see our wonderful Forums expert @EG was able to move your post and bring this to my attention.
Generally, if a self-installation is first attempted and equipment can't be activated there is a charge to schedule a technician to come out for an installation. This is outlined on the order recap when accepting the self-installation order. Once and order is set up for a technician visit, the follow-up confirmation (either email or text depending on your setting preference) after scheduling a technician would recap if there are any charges associated ($100 is installation charge I usually see).
I'd like to ensure the service was able to get installed, and check on if the visit would be billed:
- Was the technician able to complete the installation, and service now working?
- When you received the confirmation of the technician visit, did you see any charges recapped on the communication?
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