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A bogus Xfinity installation charge?

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A bogus Xfinity installation charge?

Update April 25: The charge has been reversed. Thank you!




I signed up for Xfinity online in February. Everything went smoothly, and couple of days later I received an SMS saying that a tech has done work outside my house and my internet is ready. Great! All I had to do is to connect the modem. So I did, and nothing happened - there was no connection. After chatting with the customer service, the rep told me that I must have done something wrong and I have to order a "Professional install service visit" for $60. I really doubted that I have done something wrong, so I asked what if my house is not connected? She said that in that case I would be able to dispute the charge.

On Feb 21, the Comcast technician (Mr. Adams from Atlanta) showed up and - lo and behold - told me that my house is not connected. So he had to climb the pole and connect my house. Below are the photos of him working.The internet came the moment he finished. There was nothing wrong with my modem. So why did Xfinity still charge me $60?


2018-02-21 10.12.01.jpg2018-02-21 09.42.30.jpg


Re: A bogus Xfinity installation charge?

Did you call Billing and dispute the charge?

I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.

Re: A bogus Xfinity installation charge?

Hi nicster -- I can explain why you were charged. Based on what you've said, you had setup your service for self-installation and had setup for a tech to come out to make your Tap hot. That type of job will look at your Tap only and will not look at your house. Since you weren't able to complete this self-installation, we would have had to send a tech out to complete it. This would count as an install which has an associated charge. 

New Poster

Re: A bogus Xfinity installation charge?


Do you mind explaining what you mean by Tap? Again, the texts I received from Comcast: on Feb 15"Your Xfinity service is almost ready. We just need to connect some outdoor equipment", and then on Feb 16 "Your service is all set! Time to finish your setup and explore the great things in store." - which was false because the tech had to connect on Feb 21. Now why do I have to pay for what should have been done in the first place?

Official Employee

Re: A bogus Xfinity installation charge?

Hello, I can assist you further from here. To protect the privacy of your account, please send me a private message verifying your full name, street address including city, state, and zip code (and apartment number if one is associated), and the full account number or phone number associated with your services. To send a private message click on my name, then click private message me.