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user_sb092
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2 Messages

09/17/2026 12:33 AM

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Bulk account, charged money for installation even though received a defective router

I'm in an apartment complex on a bulk account. I was originally assigned to one unit and picked up my gateway, then was reassigned to a different unit before move-in. I called Xfinity beforehand and was told the original account had been closed and everything transferred. When I moved in and plugged the gateway in, it blinked white and never connected. After several hours on support chat across multiple days, a technician was dispatched and came 5 days later. He replaced the gateway. The underlying issue appears to have been that the original account was never actually closed, so the equipment was still keyed to the wrong unit.

A month later, with no prior notice, I was billed a $100 professional installation fee. I was never told at any point that the visit would incur a charge. Given that this was not a failed self-installation I'm requesting the fee be reversed.  Separately, the original unit's account still appears to be open despite multiple requests to close it, and I'd like that resolved too. Thank you! 

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17 hours ago

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Official Solution

XfinityAirelle

Official Employee

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3.5K Messages

17 hours ago

@user_sb092

 

Thank you for working with us privately, Sierra. We were able to resolve the installation charge and confirm the status of the account associated with your former unit. We are glad we could get everything cleared up for you!

 

If you need assistance again in the future, please create a new public post, and our team will be happy to help. Take care!

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XfinityDena

Official Employee

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4.7K Messages

2 days ago

@user_sb092 Thank you for reaching out. When you are setting up services you do agree to the following: I chose the self-installation option with the Getting Started kit. I agree that if an Xfinity technician is required to complete the installation, I will be charged a Professional Installation fee of $100. If I am charged for a Professional Installation, any shipping or installation fees for the Getting Started Kit will be automatically credited back to my account. This $100.00 installation fee is necessary as it covers the cost of any repairs, replacements, and reconfiguration of the wiring within and outside your home during the appointment.

(edited)

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user_sb092

Visitor

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2 Messages

Hi Dena, thank you for responding.

I understand the self-installation terms. My issue is that the technician wasn't required to complete an installation on my end — no wiring inside or outside my home was repaired or reconfigured during the appointment. I installed the original gateway correctly and got all the correct light colors, it just never connected. I was reassigned from my originally assigned unit before move-in and called Xfinity beforehand, and was told the original account had been closed and everything transferred. It hadn't been, which appears to be why the gateway never connected. That's an Xfinity provisioning error, not a failed self-installation, and Xfinity's stated policy is that this fee is waived for existing customers experiencing Xfinity-related service issues.

Could you pull the technician's job notes and close-out codes for that visit and confirm the cause? I'm requesting the fee be reversed. Separately, the original unit's account still appears to be open despite multiple requests to close it. Thank you! 

2 days ago

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XfinityDena

Official Employee

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4.7K Messages

@user_sb092

 

I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

(edited)

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2 days ago

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