tbill1's profile

Contributor

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682 Messages

Thursday, August 21st, 2025

Tech fees?

If I have a malfunctioning cable box that probably needs replacing, can I get a tech to come out and replace it for free,

or am I expected to take time out of my day, drive 30 miles round trip, and hope they have my box in stock to avoid a charge?

I pay $376 a month. I assume there is no way to call my closest Xfinity center to find out if they have my box?

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Expert

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113.2K Messages

19 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Official Employee

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93 Messages

19 days ago

Hi and welcome to our forums @tbill1! I understand your concern when it comes to needing your equipment replaced. I recently went to exchange my internet modem because I just knew it was that time and I couldn't keep going through what I was going through. But, wow - when you put things into perspective like that it can sound daunting. I enjoy visiting the retail stores because I get to live-demo things I don't have at my home, look around and even having the ability to speak with someone face to face. 

 

Service visits may be charged a fee.

- If a technician is required to complete an installation, a $100 charge will apply.
- If the technician determines your reported service issue is unrelated to Xfinity services or rental equipment, a $100 charge will apply. 
This fee will be waived for existing customers experiencing Xfinity-related service issues.

 

I will say lets start first with doing some troubleshooting to build a record. When you say your cable box is malfunctioning, what do you mean? 

Contributor

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682 Messages

Let me rephrase my question..  Say my cable box is completely dead.  Am I expected to go to a Comcast center

to MAYBE  get a  replacement box, if they have it in stock , or will you bring a replacement box to replace YOUR malfunctioning

equipment sans a tech fee?

Official Employee

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93 Messages

@tbill1 I understand 😀. Xfinity generally charges a $100 fee for an in-home tech visit if the problem is due to customer-owned equipment, settings, or issues inside the home. However, this fee is waived if the technician determines the issue is with Xfinity's equipment or network. That's why I stated to start doing some troubleshooting to build that record. That way, if the fee occurs, we would have grounds of having that fee waived - and of course, going to a store is free of charge. I recommend scheduling appointments. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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