Skip to main content

    Support

    Offers

U
user_1mi57e
1st Topic

2 Messages

Friday, October 13th, 2023 11:55 PM

Closed

Unfairly charged a professional installation fee of $100 with no notice of such a fee when scheduling appointment

I requested a technician visit as my internet speeds were very low throughout the house. I scheduled the appointment through the virtual assistant via call. I was not informed of any possibility of service fee since the equipment was my own. The technician came to visit and concluded that the issue was signal dropping due to the modem. I was then charged a $100 for this visit with no prior notice. 

I want a full refund for this. 

Question

 • 

Updated 

1 year ago

92

1

0

Was this helpful?

XfinityMarcus

Official Employee

 • 

1.3K Messages

1 year ago

@user_1mi57e, Hello and thank you for using the Community Forum page. I would be happy to take a look at the cost related to your recent tech visit to see if there is anything we can do in relation to that charge. By the way how are your services working after the recent visit? Are you still seeing issues with your internet speeds?

2

0

user_1mi57e

2 Messages

Yes the speeds fluctuate a lot but we were informed that the issue was with our modem. My phone call with the virtual assistant was recorded, please check it. I was not informed of a fee by the assistant during scheduling or by the technician when they visited. 

1 year ago

0

XfinityMarcus

Official Employee

 • 

1.3K Messages

Okay, we appreciate that additional clarity. Let's get a direct message going to gather some additional information from you and take a look at the account. Please include your full name and complete service address as well.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

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

1 year ago

0

forum icon

New to the Community?

Start Here