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Billed for Comcast to replace cables on my street, not getting credited

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Billed for Comcast to replace cables on my street, not getting credited

I am feeling tricked, cheated and lied to by Xfinity. 


I contacted Comcast multiple times at the end of March and beginning of April because of intermittent Wi-Fi service. I was told I needed to get an upgraded modem even though the customer support person did not think there was an issue with my modem, but she wanted to rule it out before sending out a technician.  I got the new modem and had the same problem.  When I called, I was told there would be a $60 service charge for a technician to come out because I had a new modem and that required an installation technician (!) I was assured that I would be credited the $60 charge if the issue was not related to installation.


The technician came out a week later and discovered it was an issue with the cables outside of my home and down the street.  He and another Comcast technician were in bucket trucks on my street working on the cables. The technician did NO WORK inside my home other than to look at the lights on the modem.  He assured me he would include copious notes on his service call so that the charge would be credited. 


I have now called multiple times over the last month to speak with billing to have the charge credited, having to repeat my story over and over again while cloyingly sweet platitudes and empty apologies for my frustration are made. I was told I would be contacted via email within 48 hours and was not. I was told by the last supervisor, George #9P9, that his supervisor will call me within 24 hours.  Frankly, it's exasperating and time consuming trying to get Xfinity to do the right thing....what I was promised would happen...and is taking too many hours of my time.


This is obviously incredibly frustrating.  It feels as though I was tricked into getting a new modem (huge headache and waste of time) since the problem had nothing to do with anything in my house nor installation and doing so caused me to be charged $60 for Comcast to fix their outside wiring. Support/service people saying they will take careful notes so they can be referred to by billing so I will not be charged erroneously is apparently a flat out lie.  And now I keep getting told, 'so sorry for your frustration ma'am, but the $60 charge is correct since I see here an installation specialist did indeed come out.'


It's so wrong, and maddening, and a terrible way to treat any customer, especially one that has loyally been with Comcast for decades, and it should be resolved fairly ASAP.


Official Employee

Re: Billed for Comcast to replace cables on my street, not getting credited


Hello NinjaHerat33, I am happy to look further into this for you and request that the charge be reversed if needed. Please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me" and we can get started. 

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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