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.