Xfinity’s “Easy Move” Process Is Misleading

It’s honestly disappointing that Xfinity claims they want to make moving into a new apartment “easy,” yet they fail to clearly explain that customers are often limited to using whichever coax outlet the previous tenant happened to activate.

In my apartment, there are four coax outlets available, but only one is active — and unfortunately it’s located inside a built-in TV console with cabinets, far away from both the living room and my office setup where I need a direct connection for my computer. It’s an extremely inconvenient location.

When I contacted Xfinity for assistance, I was told I would need to pay $100 for a technician visit simply to activate a different coax outlet in the apartment. Charging a customer $100 for something this basic — especially when the issue is neither the customer’s responsibility nor fault — feels unreasonable and unfair. This is the kind of issue that should fall under standard customer service.

What made the experience even more frustrating was that the representative suggested I go ahead with the appointment, pay the $100 fee, and then “try” calling billing afterward to see whether I could possibly be reimbursed — while also admitting there was no guarantee. That did not feel transparent or customer-focused. Instead, it felt misleading and gave the impression of false hope just to get me to proceed with the charge.

Despite Xfinity’s messaging about making things easier for customers, this experience demonstrated the opposite. I ultimately canceled the appointment because paying $100 to correct an issue I did not create is simply unreasonable.

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XfinityBenjaminM

Official Employee

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3K Messages

5 hours ago

user_0uz0h7 Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear that the coax outlet was not the preferred one in your apartment. These are difficult situations because what worked for one may not necessarily work the same for the next. It is also accurate that to have another outlet activated, it does require a $100 technician visit. We will try to waive that fee if the technician determines it should not be a chargeable visit, but again, we do not do this every time.

We appreciate your feedback, and we'll certainly pass this along to see if there is a way to improve this scenario, as we completely understand that you personally did not choose to have the outlet at its current and specific location.

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user_0uz0h7

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4 Messages

I still feel this places an unfair burden on the customer. I’m simply trying to use one of the existing coax outlets already installed in the apartment in a location that reasonably supports my living room and work setup. Being asked to pay $100 for that — especially during a move — is difficult to justify.

Since you mentioned there may be circumstances where the fee can be waived, I wanted to respectfully ask whether someone from Xfinity would be willing to personally review my situation and potentially assist with having the preferred outlet activated as a courtesy, without charge. I would sincerely appreciate direct outreach or escalation to someone who may have the authority to help make this right.

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5 hours ago

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XfinityBenjaminM

Official Employee

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3K Messages

user_0uz0h7 We appreciate you asking. Any time we are required to send a technician out to activate another outlet in the home, that is considered a chargeable visit. The times when a technician can determine it is not a chargeable visit are when there are things that are impacting your services but are "out of your control". This would be the signal we're sending you, our cabling, inside or outside the home. Things that would directly affect your services, but are not things we would ask you to troubleshoot yourself. These types of visits, you generally are not charged for. In your situation, the $100 fee would be a valid charge because you are requesting an accommodation. The same would apply if you were requesting that we move your modem from one side of the home to another.

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5 hours ago

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user_0uz0h7

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I strongly disagree with the characterization of this as merely an “accommodation.” I am not asking for custom wiring, special modifications, or additional services beyond what already exists in the apartment. I am asking to reasonably use one of the existing coax outlets already installed in the unit — outlets that are clearly intended for customer use.

The reality is that customers are never informed ahead of time that only one outlet may be active based solely on the previous tenant’s setup choices, nor are they told they could later be charged $100 simply to activate another existing outlet in the same apartment. That lack of transparency is exactly what makes this experience so frustrating.

Comparing this situation to voluntarily relocating a modem across a home also misses the point. This issue exists because of how Xfinity leaves apartments configured between tenants, while placing the financial burden on the next customer to correct it.

At the end of the day, this policy feels less like customer support and more like a way to monetize a basic service adjustment that most customers would reasonably expect to be included. Unfortunately, this experience has demonstrated what many customers already believe about Xfinity: the company’s customer service policies are inflexible, unfair, and designed around charges rather than genuine customer care.

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5 hours ago

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user_0uz0h7

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I strongly disagree with the characterization of this as merely an “accommodation.” I am not asking for custom wiring, special modifications, or additional services beyond what already exists in the apartment. I am asking to reasonably use one of the existing coax outlets already installed in the unit — outlets that are clearly intended for customer use.

The reality is that customers are never informed ahead of time that only one outlet may be active based solely on the previous tenant’s setup choices, nor are they told they could later be charged $100 simply to activate another existing outlet in the same apartment. That lack of transparency is exactly what makes this experience so frustrating.

Comparing this situation to voluntarily relocating a modem across a home also misses the point. This issue exists because of how Xfinity leaves apartments configured between tenants, while placing the financial burden on the next customer to correct it.

At the end of the day, this policy feels less like customer support and more like a way to monetize a basic service adjustment that most customers would reasonably expect to be included. Unfortunately, this experience has demonstrated what many customers already believe about Xfinity: the company’s customer service policies are inflexible, unfair, and designed around charges rather than genuine customer care.

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5 hours ago

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XfinityBenjaminM

Official Employee

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3K Messages

user_0uz0h7 Thank you once again for sharing your feedback with us. We wanted to clarify that the outlets are currently activated due to a Pro Installation Fee of $100, which was paid by the previous tenant. We understand that the location of the active outlet may not align with your preferences, and we sincerely apologize for any inconvenience this may cause.

We truly appreciate your openness in letting us know how you feel, and we regret that we are unable to offer an option to waive the fee entirely. Please know that your feedback is important to us, and we are always striving to improve our services wherever possible.

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4 hours ago

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Xfinity’s “Easy Move” Process Is Misleading

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