Fios Internet Setup Fee Not Waived
Enthusiast - Level 1

I began an order online, but had a few questions so I called Customer Service on June 19th (at 2:40 pm EST). I had saved a cart and received an email with the cart number; I mentioned to the CSR that I wanted to complete the order myself so the $99 fee would be waived.  He told me my cart number wasn't coming up for him on his end, so we finished the order on the phone.  I asked him if the $99 fee would still be waived, and he assured me it would.

Fast-forward to a few days ago: I received notice that my bill was ready.  When I looked at my bill, I saw that the fee was not waived (that is, it was present on my bill).  So earlier today, I called a CSR who told me that there was no note on the account that the fee would be waived. He made it seem like he couldn't do anything about it, so I asked to speak to someone who could do something about. I was put on hold and then told that I'd receive a call within the hour (which I didn't).

So that brings me here. I understand that I have a 30-day customer satisfaction guarantee, and I'm pretty unsatisfied.  I'm a new customer who had Comcast for over 10 years prior to my recent move, and now I feel like I may have made a mistake.

1 Reply
Moderator Emeritus
Hi pgw,

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