Visitor
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2 Messages
I got charged $100 because Xfinity sent me a broken modem.
I moved into my apartment last Wednesday and enrolled in an internet plan. Xfinity sent me a modem on the same day. I tried to set it up for 5–6 hours that night, but with no success. I was in a rush because I was about to start my first day at my job 3–4 days later, and I needed reliable Wi-Fi to fulfill my job responsibilities.
On Thursday morning, I called customer service, and the representative guided me through 2 hours of troubleshooting steps, without any success. Therefore, we had a technician sent to my apartment to fix the issue. It turned out that it was just their faulty modem.
Two days ago, I saw that an additional $100 charge for the technician was added to my bill. I feel really frustrated because I have been an Xfinity customer for less than 7 days, and I was charged because of Xfinity’s faulty equipment. I was wondering if there are any resources I can use to get this fee refunded?
EG
Expert
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121.3K Messages
4 days ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJoe
Official Employee
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1.5K Messages
4 days ago
Thank you for reaching out @user_1rtgnu our team would be happy to look into this with you.
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click "Direct Message"
Click the "Start new conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing, a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it. See the link below for an example
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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user_1rtgnu
Visitor
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2 Messages
4 days ago
I've never left any negative comments in my life for any service provider. However, I regret to see the poor quality of customer service Xfinity has provided me so far.
I contacted customer support and received an answer saying that, "there has been service there within the last couple of months, the charge would be valid." Then why did Xfinity send me a broken modem in the first place? Why didn't they have any sort of quality check for the modems before sending them out? How was I supposed to know that the internet "was served" with their broken equipment?
None of this makes sense. As a new customer, it seems like I have to pay for the mistake that Xfinity made. I just hope that Xfinity can do better. This is, for sure, the worst customer service I have ever received in my life.
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