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djebrey3454
1st Topic

Visitor

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2 Messages

Monday, June 30th, 2025 9:38 PM

Poor installation support

I transferred 5 phones to xfinity from At&t. After going through all the sales pitch, I was told that it would cost $25 per line for installation. I agreed, although that is very expensive, and then went through the worst installation support I've ever dealt with. It took me about 6 hours on the phone, with me figuring out most of the process myself. Multiple mistakes were made, and I've still got incorrect IMEI numbers. 

Anyway, I reached out to Xfinity again asking if they would waive the installation charges, since basically I did all the work.
They refused, saying that the installation fee had nothing to do with the service I received. Apparently, bad service is standard.
I would think that waiving the installation fee would be the very least Xfinity could do in this situation. 

Question

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Updated 

5 hours ago

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XfinityDemitrius

Official Employee

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1.9K Messages

6 hours ago

Hey @djebrey3454, Thank you for visiting our official Xfinity Forums Community support page. This fee applies when you activate a new phone or tablet on Xfinity Mobile, whether it's a new device or one you bring from another provider (BYOD). I do apologize, but as new lines were added, this fee would be applicable. 

 

Please accept my most sincere apology for the experience you have encountered, but I am glad to hear you were able to get the devices activated and online. Are you still experiencing any issues that we can help continue troubleshooting? 

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djebrey3454

Visitor

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2 Messages

Apologies don't help. Good customer service would help.

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5 hours ago

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XfinityRaf

Official Employee

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1K Messages

We will pass along your feedback to our management team about your experience switching over. I may not be able to waive the line fees, but I can always check to see if I can do anything for your residential services. If you are interested, please send us a private message. 

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 hours ago

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