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Why do I need to pay an early termination fee when my new house is not serviceable?

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New Poster

Why do I need to pay an early termination fee when my new house is not serviceable?

I am moving to a new house, in a new state. The area I am moving to has Comcast service, however my new house doesn't. The lady I talked to in the line told me I am still responsible for the early termination fee all though I am willing to hold my side of the contract but Comcast is not able to hold theirs. I find this terribly unfair, specially after been a loyal customer of many years.

I requested to talk to a supervisor, knowing they often have more authority to maneuver and her answer was she couldn't (!).

I wonder if someone here can help me get rid of the unfair charges.

Thanks!

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Regular Contributor

Re: Why do I need to pay an early termination fee when my new house is not serviceable?

Check your contract to be sure, but I don’t think Comcast ever promises to serve unspecified future locations.  In general, they are just an exchange of a lower rate for a promise that you will pay for a set time.  The good news is that unless you moved very early in the contract, you've probably already saved more than the ETF compared to their non-contract rates. 

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Gold Problem Solver

Re: Why do I need to pay an early termination fee when my new house is not serviceable?


@AnitaTunTun wrote: ... The area I am moving to has Comcast service, however my new house doesn't. ...

See https://forums.xfinity.com/t5/My-Account/ANSWERED-How-to-determine-if-you-will-be-subject-to-Xfinity... Comcast takes the position that it's your fault for moving to an location they don't service, rather than their fault for not servicing the new location.

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Expert

Re: Why do I need to pay an early termination fee when my new house is not serviceable?


@AnitaTunTun wrote:

I am moving to a new house, in a new state. The area I am moving to has Comcast service, however my new house doesn't. The lady I talked to in the line told me I am still responsible for the early termination fee all though I am willing to hold my side of the contract but Comcast is not able to hold theirs. I find this terribly unfair, specially after been a loyal customer of many years.

I requested to talk to a supervisor, knowing they often have more authority to maneuver and her answer was she couldn't (!).

I wonder if someone here can help me get rid of the unfair charges.

Thanks!


Is this a new build?  If not, do you know if your new house has been wired for Comcast service?

 

Your new house [if not a new build] may need to have a site survey to make sure you can get Comcast services.  If you're able to get service established there you might be able to get the ETF reimbursed.

 

Having said that, however, there is a strange stipulation that depending on where you're moving from and where you're moving to, you may end up having to pay that ETF.  It has to do with the geographical divisions that Comcast has.

 

I am going to escalate this, not for the ETF, but to see if your new home is serviceable.

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Official Employee

Re: Why do I need to pay an early termination fee when my new house is not serviceable?

Hi there, @AnitaTunTun

 

I can take a look to see if the house can be surveyed and marked as serviceable. I will need to submit a ticket and do some research into your area. Can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.


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.
Was your question answered? Mark the post as Best Answer!