Scheduling technician

Hello,

I’ve been having some issues with my internet for some time now (primarily dropping connect). I assumed it was an issue with my devices as I have a separate modem and router. After some troubleshooting and lack of resolution I figured I’d just live with it as it’s not too detrimental to my functioning beyond just being annoying.

well I got a text a bit ago from Xfinity saying that “Hi *mollywhopper*, it's Xfinity Assistant following up to remind you of an issue affecting your Xfinity Internet and Video services at *my address*. It may be causing slower internet speeds and connection problems and a technician will need access to your home to fix it.

Please schedule a free technician appointment.
1 - Yes, let's schedule
2 - Not right now”

I was wondering how the situation would play out if they determined it was an issue on my end, even though they said it would be free, would they still try to charge me, if they determined it was my equipment at fault?

Responses

CCJodie

Problem Solver

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1.3K Messages

1 year ago

Mollywhopper133 Hello, appreciate the post! When you get proactive texts like that, it normally means that our local tech team has noticed issues with local equipment that could very well be the reason for the service issues. That would lead me to believe that you won't get charged for the visit. Charges come when the tech determines it's the customer's equipment causing the issues or at times within 30 days of a service change. I would suggest scheduling one and seeing how it goes. We can always reveiw the visit to determine if you get charged or not.

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Customer Service

Mollywhopper133

Scheduling technician

CCJodie

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