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Charge $60 service charge when the issue was a cable not connected outside of my property??

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Regular Visitor

Charge $60 service charge when the issue was a cable not connected outside of my property??

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.

 

 

Expert

Re: Charge $60 service charge when the issue was a cable not connected outside of my property??

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. 


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Official Employee

Re: Charge $60 service charge when the issue was a cable not connected outside of my property??

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.

Regular Visitor

Re: Charge $60 service charge when the issue was a cable not connected outside of my property??

Thanks Nerdburg.

 

Haven't seen anything from Xfinity yet....

Regular Visitor

Re: Charge $60 service charge when the issue was a cable not connected outside of my property??

Whoops - Just saw the request from Xfinity on this forumn.  Will take this offline and work directly with Xfinity - will post back at conclussion.