This is driving me crazy. Charter Spectrum installed internet service for a Savannah law firm 14 months ago. They're STILL getting charged $99.99/month for "professional installation services." When I called Charter, they said it's for "ongoing installation support" which makes zero sense. The service has been working fine since day one. How is this legal?
Cable company "installation" fees that never end
Eleanor, I see this constantly with cable companies. They'll break installation into multiple "phases" and bill each phase monthly instead of upfront. Seen clients charged "installation fees" for 2+ years. The key is getting the original work order - usually shows installation was completed in one visit.
Comcast does this in San Jose all the time. They'll call it "Network Configuration Services" or "Service Optimization Fees." Had one client paying $149/month for 8 months for what turned out to be a standard cable modem setup that took 30 minutes.
The worst part is they often don't explain what these ongoing fees are for. Denver client was paying Comcast $89/month for "Technical Install Support" - turned out to be charges for a technician visit that lasted 20 minutes 6 months earlier. Total scam.
Cox Communications pulled this on a Little Rock restaurant chain. $75/month "Installation Project Management" fees for 18 months. When pressed, Cox said it was for "coordinating the installation process" - for internet service that was installed in one afternoon.
Update: Charter finally admitted the fees were "incorrectly applied" after I filed a complaint with the Georgia PSC. Getting $1,399 in credits but they're spreading them over 14 months instead of a lump sum. Still fighting for interest on the overcharges.
Eleanor, demand a lump sum credit. I've found that spreading credits over months is their way of hoping you'll forget about it or move to another provider. Charlotte client got full refund plus 6% interest after threatening legal action.
This thread is why I always request detailed work orders before disputing charges. Cable companies love vague line items that sound official but mean nothing. "Professional Installation Services" could be anything from running cable to configuring equipment to just showing up.
Verizon tried this with a Richmond client - "Network Integration Services" at $120/month for business fiber that was installed normally. Turned out to be standard configuration that every fiber install requires. Got 22 months of credits totaling $2,640.
The pattern I'm seeing is they'll quote you one price for installation, then break it into monthly chunks without telling you. What should be a $200 install fee becomes $50/month for 12 months plus "service fees." Always read the fine print on installation agreements.
Montana clients deal with this constantly because we have limited provider options. CenturyLink charges "Rural Installation Surcharges" that continue monthly. One Helena business paid $95/month for 16 months for "enhanced installation support" in an area with standard service availability.
AT&T pulls similar stunts in Dallas. They'll call it "Service Delivery Management" or "Implementation Oversight." Had a client pay $180/month for 10 months for what was essentially plugging in a modem and configuring basic settings. These companies have no shame.
The key is understanding that legitimate installation fees should be one-time charges. Any ongoing "installation" billing is suspicious unless they're actually doing ongoing work like network expansion or equipment upgrades. Document everything and challenge immediately.
Great thread Eleanor. I've seen this pattern across all major carriers - they're essentially financing installation costs through monthly fees instead of upfront charges, then "forgetting" to stop the billing. Always demand to see completion certificates and final work orders to verify when installation actually finished.