Visitor
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3 Messages
Tech Visit Charge
Why am I still being charged for a tech visit when the technician found that the problem was with the outside Comcast/Xfinity line, not my equipment or inside wiring? I opened a ticket with an agent but was just informed that my request for removing the charge was denied and ticket closed. Doesn't seem right when this had nothing to do with anything in my home. This entire activation has been a real struggle.
Official Solution
XfinityKam
Official Employee
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142 Messages
16 days ago
@user_1adsyf Thank you for working with us regarding the charge for the service technician visit. We have a helpful resource that outlines how to prepare for service appointments and explains our charging policy, which you can find here: https://www.xfinity.com/support/articles/prepare-for-your-service-visit.
If you have any additional questions, please feel free to start a new post in the Forums. I hope you have a great weekend!
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XfinityRay
Official Employee
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3.8K Messages
17 days ago
Good evening, @user_1adsyf! Thank you for reaching out about the visit charge. Our installation or unsuccessful installation visits cost $100 regardless of the work that needs to be completed to get your service up and running. We have a separate type of visit called a trouble call. This is when you have established service and have not changed any of your equipment in the last 30 days. These visits are free of charge unless the root cause of the problem is customer owned equipment or wiring.
Did you recently start service at this address or have you changed equipment in the last 30 days?
Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so.
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