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I was just shocked to get a $60 charge for a "in-house" service charge. Here is the background:
We've been a Comcast customer for many years. We used to have TV and Internet and now just Internet. Our internet suddenly stopped working. I called and the customer support tried to reset my modem. It didn't help. They then told me the issue was that my Model was to old and that I needed to purchase a new one. Which I did. I hooked it up and customer support tried to provision it but couldn't reach it so they sent a technician. The technician discovered that the cable feeding to my house that was connected to a box off my property was disconnected and (and he said it had water in it). So he replaced the cable (it is a ~ 20 yard run, suspended from a pole to my house). The internent then worked (I had to work with customer support to get it fully provisioned).
I was surprised when I was charged for this and called customer support. They first said it was because the tech came inside my house and that it was because it was "my equipment". When I asked to be escalated to a supervisor, then I was told that because a technician had to be dispatched at all. Can someone let me know if this is correct? I wasn't ever told that there would be a $60 service charge for fix the cable off my property. This doesn't seem right.
If the primary problem was with the line outside of your house, it wouldn't be a billed to you.
I've asked a Comcast employee to help you. You should expect a reply in this thread.
Hi cshaver999. I can assist with reviewing your account and the technician visit fee you were charged. Please send me a private message and include your full name, service address, and account number so I can assist you.
Whoops - Just saw the request from Xfinity on this forumn. Will take this offline and work directly with Xfinity - will post back at conclussion.