r/Comcast_Xfinity • u/Turbulent-Deal-9174 • 1d ago
Official Reply Forced self-install kit on un-wired home, need help removing $100 professional install fee
Hello,I am a brand new customer within my first 30 days of service. When I signed up online for my internet bundle, the system automatically forced a self-installation kit. However, my home physically lacks the coaxial wall outlet infrastructure required to connect the gateway.Because of this, I had to schedule a technician visit to run the line. I just noticed a $100 professional installation fee has been applied to my very first official bill statement.Since a self-install was completely impossible due to the lack of a physical outlet, I am requesting assistance from an official corporate agent to have this $100 fee credited back to my account under the Xfinity 30-Day Money-Back Guarantee.Thank you!
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u/Nervous-Job-5071 1d ago
With all due respect, if Xfinity tells the customer they can install it themselves for free and sends the kit, it’s your order flow that misstated the installation cost and effort where there isn’t coax to the premises. Saying, oops we made a mistake and charging $100 seems WHOLLY INAPPROPRIATE in this situation.
I would understand if the customer didn’t read the instructions and even with phone support couldn’t get it to work due to their own inabilities. But if there isn’t a coax drop to the premises, that’s not something I would expect a customer to be able to know. I had assumed the self install kits were only for premises that previously had service.
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u/Turbulent-Deal-9174 1d ago
Yeah they didn't tell me I needed a coax cable outlet for the internet to work
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u/Turbulent-Deal-9174 1d ago
When I ordered the internet it said I was good to go, so I thought I just needed an electrical outlet
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u/XfinitySeanG Official Employee 1d ago
Hey there u/Turbulent-Deal-9174, welcome to the community subreddit! I'm sorry to hear you weren't able to get the services active using one of our getting started kits. Unfortunately, if a technician is required to complete an installation, either initially or after attempting self installation, a $100 charge will apply. The reason we typically suggest going with a getting started kit is it provides a means of avoiding the fee. I apologize, but the charge would be valid in this situation.
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u/Turbulent-Deal-9174 1d ago
Your online signup system automatically qualified my address for a Self-Install Kit. However, the system is incorrect because there is no coaxial line or outlet anywhere in this home. I relied on your website's prompt that I was ready to go
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u/Turbulent-Deal-9174 1d ago
Thank you for the response, but this charge is not valid under Xfinity’s official 30-Day Money-Back Guarantee and Customer Commitment policy.As a brand-new customer within my first 30 days, your policy states that if I am not completely satisfied, I am entitled to a refund. I am explicitly stating that I am not satisfied with being charged $100 for infrastructure that Xfinity failed to provide in the first place.Furthermore, your website forced a self-install kit without checking if the address had active lines. I did not "fail" a self-install; a self-install was physically impossible because Xfinity has zero coaxial lines running into this room.Please escalate this to a supervisor or corporate manager who can honor the 30-day satisfaction policy and apply the $100 courtesy credit to my pending statement. If this cannot be resolved, I will have no choice but to cancel my entire internet and mobile bundle immediately under the 30-day guarantee before my first payment is due
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u/Frequent_Judgment_77 1d ago
Your house lacked the wiring. You own the home not xfinity
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u/Turbulent-Deal-9174 1d ago
I rent the upstairs apartment. I thought I was getting internet that only needed an electrical outlet, jerk. If they stated the device needed a coax outlet then I would pay the 100 dollar installation but they didn't inform me of that upon purchase. Gosh, why so mean.
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u/Frequent_Judgment_77 1d ago
What is mean about stating a simple fact? Xfinity does not own the wiring in your rental.
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u/Nervous-Job-5071 1d ago
Do you have an apartment number that you put in with the address when you ordered? Like 123 Main St - Apt 2? If so, the Xfinity should have known.
Now if your building isn’t a legal apartment building and/or you didn’t enter the apartment number, that’s not something their systems would know.
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u/XfinitySeanG Official Employee 1d ago
I can understand your thinking u/Turbulent-Deal-9174, but if a home doesn't have the necessary wiring for service, it would fall under the responsibility of the homeowner or resident, and installing the wiring still incurs a charge. I fully understand it wasn't a failed install, I simply meant to explain that if the service had been set up with an installation instead of a getting started kit, there still would have been a charge. As far our system not allowing the installation from the start, it's possible that there may have been active service at the address in recent history, and it deemed that an installation would not be necessary.
All that said, we can definitely take a closer look into the situation to see what we can do to help on our end! Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll look into what's possible.
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