Can’t get a live agent for confusing internet issue

Greetings, user_beki6b! Thank you for giving us the opportunity to further help with your service. I apologize that has been running slowly and that you could not get an answer about the charge. Have you made any changes to your package or modem in the last 30 days?

If you have, our system will set up a technician recovery visit which comes with a $100 charge. There are times we need to get involved to reverse that charge as the issue is not a result of changing your package or how your service is installed. This is not newly installed. 

Our other visits are known as trouble calls. They are set up when you are outside the 30 day period I mentioned above. For those visits, there is sometimes a $100 charge. If the root cause is customer owned equipment or wiring there is a charge. There is no charge if the root cause is Xfinity owned equipment or wiring as well as for repeat visits for the same issue within 30 days. 

Let us further help from here. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message