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user_dgqk13
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3 Messages

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 

1 month ago

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XfinityKassie

Official Employee

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1.8K Messages

1 month 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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user_dgqk13

Visitor

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3 Messages

@XfinityKassie​, Thanks for your response.  We opted to have the repair guy come.  He just finished up and he confirmed that the AC adapter that came with the TV box was bad and he had to replace it in order to get this to work.  I assume this constitutes faulty equipment and that we will not be charged $100.  Please confirm my understanding.  Thanks.

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1 month ago

XfinityEmilyB

Official Employee

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2.1K Messages

@user_dgqk13 I appreciate you getting back to us here with an update and I'm so happy to hear that our expert technician was able to get your TV service working :). Let's review your account together and find the answers you're looking for. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution. 

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

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1 month ago

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user_dgqk13

Visitor

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3 Messages

You guys are really disappointing me.  The repairman said that the issue was a faulty AC adapter which he replaced and was able to get the box working.  I was told by @XfinityKassie that we would not be charged for the repair visit under those circumstances.  But I am seeing a $100 charge on my upcoming charges bill (under one-time charges, which I presume is the charge for the repair visit).  You need to get your act together guys.  Did you really think I wasn't going to notice?  Please remove that charge from my upcoming charges bill, NOW!

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1 month ago

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