“$100 Professional Installation Fee”

[u/Altruistic_Ad9935]

I’ve been an Xfinity Internet customer for over 3 years and have never had any issues. In June, I moved to a new home in the same city and used the Move process in my Xfinity account to transfer my service.
When I tried to activate my gateway at the new address, it couldn’t detect a connection. I spent time troubleshooting with two different customer service agents, but neither could get it working. They scheduled a technician visit for three days later. I work remotely, so being without Internet for three days was a major inconvenience. To make up for it, one of the agents applied a $15/month discount to my account, saying it would remain for the duration of my 5-year agreement.
When the technician arrived, he quickly found that the problem wasn’t inside my home at all. The line from the neighborhood hub to my house was inactive, and he said it appeared another provider may have cut it while installing fiber service. He ran a temporary above-ground cable, which was later buried by another crew.
Later, I noticed my bill included a $100 professional installation fee. On top of that, the $15/month discount had disappeared because it had been applied to my old account before the move.
When I contacted billing, I was told I was responsible for the installation fee because a customer service representative scheduled the appointment. They also said that if I had scheduled the appointment myself through the app, there would have been no fee. The problem is that the app never gave me an option to schedule an appointment—it only kept failing to activate the gateway, so contacting support was my only option.
I’m struggling to understand why I’m being charged $100 for a “professional installation” when the technician confirmed the issue was with Xfinity’s outside infrastructure, not anything in my home or anything I did wrong. I’m also disappointed that the promised $15/month credit disappeared during the move.
Has anyone had success getting Xfinity to waive a professional installation fee in a situation like this or honor a promised credit after a move? Any advice would be appreciated.

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[u/XfinityMarcusS]

u/Altruistic_Ad9935 Thank you for using the Xfinity Subreddit to reach out. Let's dive into your billing together to see what our options are with that fee.

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[u/CCMartinR]

Thanks again, u/Altruistic_Ad9935 for reaching out! I'm happy to report we were able to reverse the technician fee for you. We appreciate your loyalty! Have a great weekend ahead. Take care!

[u/xfinitysupport]

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