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user_vgcad4
1st Topic

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2 Messages

Thursday, June 26th, 2025 4:44 AM

Why is Comcast charging to fix their service?

I self installed my modem when I changed addresses & it worked fine for the first week, it just stops working properly, I report the outage & they say there isn't one. To make it even better I'm looking at it flashing yellow & the app is saying e everything is fine & in working order.

They refuse to send anyone out of I don't agree to pay an additional amount on top of my bill to fix a service that isn't being properly provided.

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2 days ago

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XfinityDemitrius

Official Employee

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1.9K Messages

2 days ago

Hey @user_vgcad4, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience with the recent transfer of service. When transferring services, we do offer our Self-Installation option to help our customers get started with their services when they are ready. This provides convenience as you do not need to wait for a technician, visit a local Xfinity Store, and install services on your own time. 

 

We offer this free option to avoid scheduling a professional installation. Not all self-installations go as planned and may require a service technician to evaluate the home, equipment, and more. If a technician is needed within 30 days, a Technician Recovery Fee or Professional Installation will be required. This is mentioned during the customer approval process when the services were reviewed and accepted. 

 

Were you able to get a service technician scheduled to evaluate the Xfinity Internet concerns that you are experiencing?

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user_vgcad4

Visitor

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2 Messages

If you read; the post states the self installation went through without a problem, it stopped working properly after a week which would not be related to the install but either an outside issue or more realistically, Comcast is known to do unethical practices which makes me feel like this is intentional on the service provider's end so they're probably forcing issues so they can charge to fix their broken services.

(edited)

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2 days ago

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XfinityJoe

Official Employee

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850 Messages

I am sorry you feel that way, @user_vgcad4. Customers are charged a $100 professional installation fee for unsuccessful self-installations if scheduled within 30 days of receiving a Getting Started kit. This is disclosed during the customer approval process, which is captured before the order can be placed. 

Were you able to schedule a technician to investigate and address your service concern? 

 

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2 days ago

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