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tbill1
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698 Messages

Thursday, August 21st, 2025 10:23 AM

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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Updated 

1 month ago

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EG

Expert

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114.9K Messages

4 months 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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XfinityQue

Official Employee

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292 Messages

4 months 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? 

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tbill1

Contributor

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698 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?

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4 months ago

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XfinityQue

Official Employee

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292 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.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

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user_d1wob3

Visitor

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1 Message

I need a repair man to repair my cable outlet it needs repair per technician 

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1 month ago

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XfinityPeterH

Official Employee

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2.5K Messages

 

user_d1wob3 We can help. In the future please first start by creating your own public post, that way you are following our community guidelines. That said please feel free to send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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. An "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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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