Visitor
•
3 Messages
Called many times, credit on my account Wont give me a refund.
Ok so first and formost I was charged for a pro install yet i installed my own equipment myself. My equipment was already active prior to my last technican visit. I requested a refund only to be given a credit. I spoke with litterally 4 different customer service agents who all told me i could be refunded they all told me misinformation, after 5 I demanded a senior agent who informed me that it cant be refunded and must be credited for whatever reason...
The whole thing is a huge mess...
Firstly, it took me almost 4 hours of fighting with support just to get a technincan visit in the first place... The tech himself was shady. He called me an hour prior to the time window asking me if I was ready only to show up an hour AFTER the time window. He called me early to show up late. Makes no sense.
When the tech gets here he tells me he does infact see a splitter dropping my signal. The tech then installed a highpass/MOCA filter inside my unit right behind my modem. He tells me this is to allow proper speeds to my modem, but i felt he was being shady so I didnt press the issue. Low and behold apparently this guy said he did a pro install!?! My equipment was already working I called the tech for slow speeds!
This customer service is getting worse and worse this is ridiculous. I want that refund... I never had a pro install never oked any charges it was all lies and misinformation at every single step along the way by xfinity employees.
XfinityQuemekia
Official Employee
•
627 Messages
1 month ago
Hello @JaywaraH, I'm sorry to hear about your experience with the technician as well as receiving miscommunication from our team.
Did you recently opt for a self installation? Anytime you agree to a self installation it is mentioned in the agreement, that if a technician is needed there is a technician fee, which can definitely be confusing when you completed the installation portion.
As far as the credit goes, with an active account, the credit typically applies to your next bill.
2
0
user_eh47xm
Visitor
•
4 Messages
1 month ago
I'm having the same issue with the pro install fee after I self-installed a new gateway. I have filed an FCC complaint with the screenshots documenting that I scheduled the tech visit through their stupid AI assistant after IT recognized an issue with the signal to my house. Also documented the fact that the tech visit resulted not in a gateway install, but in replacing the connectors along the path into my house to resolve a weeks long issue causing ongoing disconnections. Will see how that goes. Company is horrible. Document every interaction you possibly can.
1