Router

To the Xfinity Executive Customer Relations Team,
I am writing to formally escalate an unresolved billing dispute regarding a service call charge on my account.

On 7/12/26, a technician was sent to my home to hook up my internet router, for which I was not charge. Instead of properly installing and configuring my own equipment, the technician connected my service using a router belonging to a different service provider. Now X-finity would like to charge me a $100.00 fee for a service technician to come to my home and connect my router even though the tech told me it would be free of charge. 

I have already contacted customer support about this on 7//14, 7/20, 7/23,8/9, and was told that I had to pay for a service provider to come out to my home to reconnect to my device versus another provider's router. As of today, this has not been resolved.

I am requesting the following:
1. A full refund or credit of the $100.00 service charge (if paid), since the work performed was not a proper installation of my own equipment.
2. A qualified technician to correctly install and configure my own router at no additional charge.
3. Written confirmation once this has been resolved.

I have documentation of my prior calls and would appreciate a prompt response. If this is not resolved, I intend to file complaints with the FCC and my state’s consumer protection office.

Thank you for your attention to this matter.
Karen