Visitor
•
1 Message
Unexpected Instillation Fee from Service Move
I just moved to a new apartment and transferred my wifi service over to it. I chose to do self-installation because all I needed to do was unplug and replug my xfi in at my new place. When I moved, my wifi would not work and not connect. After hours of trying to speak to an actual human and finally talking with someone on the phone, they determined that it would not work because Xfinity had not been used in that apartment before so they needed to schedule a technician to come hook up my service. I see now that I'm about to be charged a $100 installation fee because I "failed" my self-installation. This is unacceptable and completely unwarranted. I did not fail my self-installation, Xfinity moved my service to an address they did not cover and did not let me know until I moved. I should not have to pay a $100 fee after being an Xfinity customer for almost a decade just because I wasn't informed that I was physically unable to get internet at this new place. I'd rather cancel my service and find another provider if I'm going to be charged this.
XfinityFrank
Official Employee
•
1.7K Messages
1 month ago
Hi there, @nate9! Thanks for reaching out to us here on the Community Forum. In cases where a tech is needed to do wiring work or activate service due to no signal or no outlet or both, the standard fee is $100 for the tech to do that work. From what you mentioned, it's not that the location is not covered. If it wasn't, we would need to submit a serviceability request. It sounds like there is no active signal. We can check on the specifics of your situation. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.
0
0