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xdainoftw
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Wednesday, January 31st, 2024 4:35 PM

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Xfinity Pro Installation is evidently a scam. I've scheduled a call with a supervisor.

I recently moved into a new apartment and attempted to transfer my internet service from my old place to the new one. However, I encountered an issue when I discovered that the only option available for service transfer was a Pro Installation, which came with a $100 service fee. Upon inquiring, I was informed that a Comcast technician must perform the installation for internet service to be activated in my new apartment.

This seemed odd to me, considering there was already coaxial infrastructure in my apartment, and the previous tenant had confirmed using Xfinity internet without any issues. Despite being told by customer service that professional installation was necessary, I decided to connect my router to the existing coaxial cable. To my surprise, the internet connected and functioned perfectly without the need for the paid installation service.

To address this discrepancy, I contacted Xfinity customer support to inform them of my successful self-installation and to cancel the unnecessary Pro Installation to avoid charges. Bethany [Edit: Personal Information] insisted that a technician would still need to be dispatched for my internet service activation, despite the fact that my coaxial cable was already delivering data to my router without any professional installation.

Seeking clarification, I asked Bethany what the technician would be installing and why it was necessary. Her response contradicted the information provided by the initial customer service representative who scheduled the Pro Installation, raising further concerns about the accuracy of the provided information.

Question

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Updated 

10 months ago

 • Edited

762

2

xdainoftw

2 Messages

1 year ago

No supervisor called me, seems that was a lie as well, will be calling xfinity back. becoming very unimpressed!

2

0

XfinityDena

Official Employee

 • 

3.2K Messages

@xdainoftw

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" 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

user_9xxxq6

1 Message

I had xfinity internet at my home until 4 months ago, and dropped it as bill for internet service was $120.  Tried to start up service again due to price drop and was told I had to pay the $100 installation.  When told of the aforementioned fact the online employee said it had to be done as the line was bad.  When I told them the line was not bad, they stopped responding.  It is a scam and I plan to pursue it.

11 months ago

0

user_n53qxx

1 Message

10 months ago

Complete scam. I am a network engineer and they charged my Mom $100 to have a technician come out. He did nothing but restart the modem and call. Comcast. The same thing we did multiple times. The iss was that Comcast was not giving the modem an IP address.

2

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XfinityPaula

Official Employee

 • 

1.4K Messages

Hello @user_n53qxx Thank you for visiting our Xfinity Forums and sharing the charge that your mother received on her account. I'm sorry to hear that the appointment was charged to the account. There are times when a repair appointment will end with a fee being applied to the account if the issue was related to inside home wiring, equipment or devices. However, if the issue is found to be due to outside wiring, connections, Xfinity leased equipment or provisioning a fee should not be applied to the account. It would be my pleasure to help out and confirm the account and charges and issue a reversal if invalid. If you are a manager on the account I will be able to full verify the details and work on the issue with you directly. If you are not a manager you can be added as on easily by sending an invitation link, or you can have your mother reach out to us, and we will help her.  

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

10 months ago

0

user_iawi70

1 Message

This is absolutely a scam. Just let your self install stuff work. Everyone has to Hire a technician. It's absolutely a scam. It should not happen to everyone. Everyone needs to report this so they know they are scamming people. My cables and everything hooked up just fine like everybody else. The app can't find it all of a sudden and I have to be charged for somebody to do the exact same thing. This happens every time I have to install internet at a new place. This is absolutely a scam. They do this on purpose. They sell faulty equipment and then charge you to have somebody come ou FOR THEIR BAD EQUIPMENT AND INSTRUCTIONS. When you constantly give instructions that don't work, and equipment that doesn't work, and the only thing that does work is a guy with a magical finger to plug it in like the rest of us and hit the button like the rest of us. And then we get charged, it's a scam. An absolute scam

10 months ago

0

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