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user_dgqk13
1st Topic

Visitor

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Friday, May 16th, 2025 5:54 AM

Your bad equipment is costing me $100...what?

I just signed up for Xfinity TV service and you mailed me a TV box.  I followed all of the steps exactly and concluded that your TV box will not turn on.  Period.  Clearly, either the box is bad or the power supply is bad.  The only option I was given was to pay Xfinity $100 to send a technician to confirm that your equipment is bad.  So I have two questions:

1. Will your technician have another TV Box and power supply at the ready so you can replace the faulty one - so we don't have to wait a week for you to send us a new one?

2. When you confirm that your equipment is bad, will you remove the $100 charge from our bill since this was not our fault and you could have just mailed us new equipment, but that was not an option?

Thank you.

Question

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Updated 

22 hours ago

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XfinityKassie

Official Employee

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1.7K Messages

22 hours ago

 

user_dgqk13 Good morning! Thank you for taking the time to reach out to our Xfinity Forums Team. I can see how it would be frustrating to not have working equipment. If the box isn't getting power, you could swap out the box at a local Xfinity Store without having a technician come out to replace the box. This would be the quickest way to resolve the issue. If you were to get a technician out, and it's deemed faulty equipment, we would waive the charge for you. We could also mail you new equipment, that would take a few days to receive. I'd like to take a look at your account, and see what option will work the best. Can you please send a Direct Message with your name and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it

 

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