Visitor
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1 Message
Charged For Service Technician When I Was NOT at Fault.
2 months ago I signed up for xfinity and received a router and set up my internent plan. I was paying for 2100 mbps but not receiving the speed. After hours of phone calls and online technicians not being able to fix the issue, they stated I HAD to have a technician come out to look at my router. I have this on record from a call recording, with a service agent telling me I would be credited. The onsite technician had to reset the router and do some stuff on his end, and he briefly got me up to speed. I am being charged $100 for his 20 minute visit because "there was nothing wrong with the line going to the apartment". There was nothing wrong with the router physically on my end, everything was on Xfinity. This charge needs to be removed from my account. I am stoll not getting the correct speeds either. I am only getting < 700 mbps on a 6e wifi band and 1300 -1600 mbps over a cat 6 ethernet cable. This charge needs to be removed, considering nothing has even changed, and I wasnt at fault. If this cannot be resolved, I will be canceling my account and pursuing small claims court with the state of colorado beginning August 1st 2025. Thank you,
user_totv0a
Visitor
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3 Messages
1 day ago
Are you using your own router or renting from Xfinity? If you are using your own router then you should be billed for the visit. It's up to you to be able to reset the router or test it, not Xfinity. If you are renting from them then you should not be billed for the visit.
Also the reps say all kinds of things on the phone or chat to keep you happy. Your first red flag should've been the rep saying the charge will be credited.
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EG
Expert
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111.5K Messages
20 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAmira
Official Employee
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4.2K Messages
20 hours ago
Hi user_s8js6t! Thanks for taking the time to visit and reach out on our Xfinity Forum. We appreciate you choosing us to be your service provider, and we hope to provide you with service for many years. I am sorry to hear about this billing concern you're running into early on with us. My team would be more than happy to further support you with this. We can also assist you with further troubleshooting the speed concern. My team is here to help!
To better look into all this for you, please send us a Direct Message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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911REWINDER
Visitor
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7 Messages
9 hours ago
Same thing just happened to me. For the past 5 years and three modems later I still had modem restarts. I finally called for someone to come out and check. The tech discovered that Comcast Downstream Bonded Signal was set way too high. The tech added in a splitter and a cable and that solved the issue. There was no issue with my brand new modem. To my surprise I got charged an inside premise visit. Now I have to find time to dispute this with Comcast or file a complaint with the State utility commission. I think they just automatically add this to all service calls and hope few catch the extra charge!!
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