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pranav_b
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10/10/2026 3:21 PM

Dispute: $100 Professional Install Fee

Hello,

I am writing to dispute a $100 professional installation fee that was added to my bill this month. I set up an Xfinity connection at the end of august and I had requested for self-installation. I collected the modem from Xfinity store but the modem failed to connect. I called customer support and followed all the instructions given by the representative. But the issue was not resolved and the support agent told me that there is some external infrastructure issue for which they would send someone to check and fix free of cost. They came the next day and fixed the issue. But now I have been charged for the professional installation fee in my October bill. I believe that I shouldn't be charged for this. I request someone to help me with this.

Thank you

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7 days ago

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XfinityOrlandoM

Official Employee

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3.9K Messages

7 days ago

@pranav_b

Thanks for reaching out to us. We do apologize for any confusion or inconvenience. When you elect for the self-install process, you're also agreeing that if you're unable to complete the self-install, sending a technician would incur a $100 tech recovery fee to complete the installation. That information would have been listed on your consent order when services were ordered.

 

I'll be happy to review the techs notes to see if it's possible to refund the professional installation fee charge.

 

To get started, please send me a direct message including your first and last name and complete service address.

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:" line, type “Xfinity Support”.
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

 

 

 

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