U

Visitor

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1 Message

Fri, Jun 11, 2021 5:36 AM

Technician Charges

Talked to an agent about not getting my gigabit speeds i am paying for. After troubleshooting and the problem still not solved, was told id need a technician to come out. Now my question is what can i be charged for? He said "if they fix a problem not on Comcast end you will be charged $100" What does this mean?

Responses

EG

Expert

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87.1K Messages

5 d ago

If the tech finds the problem to be on their side of the demarcation point, there is no charge. If the problem is on your side of the demarcation point, they can charge you. If you own a private home, the demarcation point is the grounding block on the side of your home. Anything from there going into the premises (coax cable wiring / fittings / hardware is yours. Anything from there going out to the pole / pedestal is theirs (coax cable dropline from the pole / fittings / hardware equipment).

(edited)

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Official Employee

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91 Messages

3 d ago

I would be happy to help and look into your concern. send us a private message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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I am an Official Comcast Employee.
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