Hello everyone, I've posted here about DSL previously but now I've moved and am trying to get Xfinity Internet Only (25MBps) in Humble, TX. (near Houston) I know you all are very knowledgeable about HSI so I'm going to ask for advice.
TL,DR: Do I need to pay for install if a technician doesn't need to come out? (or do they pretty much always have to come?) Is there a way for me to confirm whether the line is disconnected at the tap besides calling and asking? If technician install was cancelled (actually HE called me and told me to reschedule) but already charged as part of the sign-up, can I get a credit back?
Basically the story is I was trying to get HSI without paying for install, since I'd read that you can just call with your modem information and do it over the phone. This is an apartment complex. I called twice, and both customer service reps told me that I couldn't even do $9.99 self-install because the line is disconnected at the tap. In fact, I'm remembering the 2nd guy saying something like "Computer shows a level 2 tap disconnect at some point in the past" although I'm not 100% on the phrasing. So I agreed to have the installer come today and get my service set up. I already have a Comcast customer ID number. I received an email with a "guaranteed setup time" of 5pm-7pm.
Well I have no idea why, but the installer called me today at work and left a message telling me that 5pm doesn't work for him and he can only come at 3pm. I called him back and told him I live 45min from home and couldn't get there that early. He grudgingly said he'd try to "shift some things around" but he'd prefer to reschedule. I asked him what he has to do, and if I really have to be there (and does he need access to my modem and computer). He said that yes since it's already connected at the line he just needs to come inside to get the modem set up. I told him that customer service told me it was disconnected at the tap, and he sounded surprised and said "What? That's a new building, it wouldn't be disconnected. I checked it earlier. It's definitely connected."
Even more surprised, I asked if that's the case does he even need to come out, and could I just do it myself. He said "Yeah you could do that. Just make sure you call 1-800-Comcast to reschedule or I can't close this job." He also called back later but I couldn't get to the phone.
So I'm not sure what to think or do. Is this a common story? Is there a way to check myself if the line is really disconnected? If it is, I'll just reschedule the install. I don't mind paying if they actually do something.
If it's actually connected:
- Should I call to set it up myself? Is there a special process for this?
- Will it be possible to get a credit for the install fee?
- Are they going to blame me for an install that he missed? Actually this may be a separate issue, but my account info on the website now shows the original install fee has been replaced by two different higher fees. I'm not so mad that he didn't show up, since cable guys didn't even used to call you. At least he had the courtesy to do that.
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