I don't believe you are being done over. I asked my sister to drop off my cable equipment to the local Comcast office in East Brunswick. Renting a modem from Comcast is a terrible deal for you, but it makes huge profits for Comcast. Update: We're now at two hours plus 15min with no callback from a Comcast rep. Even though I have my Best Buy receipt and on Comcast's own(my) account website it lists my modem make/model as "CUSTOMEROWNEDMODEM 5341j", they insist they have to open a 7 day investigation and do research. But I’m disappointed that I said it was a line issue from the first call, only to have Comcast charge me $28 to waste my time and Comcast’s time to fix their problem. Sounds great, they made a mistake and are working to fix it. * or just to vent about how shitty and monopolistic Comcast is! You’re unstoppable. Issue closed...or so I thought. If anyone knows a good place to upload the call let me know. It's illegal. One month later, I get a call that they are charging me for this month for rental of the equipment, since I haven't returned it yet. Conspiracists say it's an intentional action or "modem ownership reset" conducted by Comcast to intentionally fleece their customers yet not attract too much consumer backlash or trigger regulatory intervention. I lived in East Brunswick, N.J., for 18 years and Comcast was my cable provider for most of that time. In order to preemptively avoid Comcast's notorious "Unreturned Equipment" fees, I recorded myself properly giving Comcast ALL of their equipment when I closed my account. That wouldn't explain Comcast knowing it was previously on TW's network. Sometimes on a yearly basis. Learn more about what [BCB:148:XF.EN_US:ECB] products and services cost in your neighborhood. What can she do to call off the collection agency? Comcast has agreed to pay a $2.3 million fine to the Federal Communications Commission to settle an investigation into allegations that the cable colossus charged customers for … Insiders say it is caused by Comcast's disparate, poorly-designed and completely incompatible inventory, configuration and billing systems it's collected and kludged together over the years from acquisitions. I also have a few helpful tips on resolving a consumer complaint. Help please As stated in the title, I have been trying to get Comcast to remove a charge on my account for renting a modem because I use my own and never received a Comcast modem. The standard modem rental is now $13 a month.Modem rentals are big money for Comcast. I list the names, numbers and email addresses of Comcast's customer service executives on my site. I returned the Comcast modem 3 das after cancelling the account. That's when I discovered I had a balance of over $1,300 for "equipment." The answer: Comcast is in no hurry to give back money for programming it did not provide or to stop charging … They have my cable hook up at the street locked up with a padlock, and charged me $99 to come out, unlock it, and reconnect the cable they detached when the previous owner cancelled their service. They are asking for a tracking number, which I don't have. Make the most of your reading with comments, events and more. Needless to say, the next time you break off a relationship with a cable provider, return the equipment yourself and keep the receipt. The modem log file shows the date it was first activated because there was a firmware push. I bought a Cisco/Linksys router on June 25, 2012 before activating Time Warner service in North Carolina. They've tried to claim our modem as theirs 3 times in the last year since we switched from uverse. I switched from UVerse. Wal-mart doesn't. New comments cannot be posted and votes cannot be cast. It's been a nightmare. If you follow any of the above links, please respect the rules of reddit and don't vote in the other threads. * advice The rep said "No worries for that muhburner, rest assured that your modem charge will not be added again". Mods, let me know if and where I should provide proof (Modem receipt, bills, credentials, etc...). Comcast was charging $59.99 "for coming and plugging in MY modem," the customer wrote. You could have appealed to someone higher up the Comcast food chain. We made it easy for you to exercise your right to vote! In the past, I have provided guidance on how to replace a Comcast Xfinity modem with your own, which is the best way to get rid of your Comcast Xfinity modem rental fee.If you haven’t yet done this with Comcast (or your ISP), don’t hesitate. Now Comcast has sent my account to a collection agency, which is affecting my credit. Privacy issues aside, knowing all of this still doesn't prove ownership. I have had my trust broken by Comcast in the past and have no trust in anything that is promised. I now live in Illinois. Comcast. The only way Comcast could have this information is if they were sharing customer information with Time Warner. That information comes from the vendors. Today is National Voter Registration Day! Sending a collection agency after you when you had nothing to give it was a bit hasty. Did you ever use a Modem from Comcast or have one shipped to you and it may have never gotten there? Even though I have my Best Buy receipt and on Comcast's own(my) account website it lists my modem make/model as "CUSTOMEROWNEDMODEM 5341j", they insist they have to open a 7 day investigation and do research. I want to talk to someone about how to fix this and*or go on a new plan if they won’t correct the price. …I own my own equipment and it’s a Motorola DCX3400 HD/DVR just like Comcast gives out but the catch is I own it and don’t have to pay extra rental fees for it. Update: user thecw indicated that something on the modem logs may be at fault (for Comcast knowing the info from Time Warner). It's going to continue until two or three people who have been billed for their modem, fought to have it fixed, then found themselves billed again, fought to have it fixed then found to have been billed again file a Class-Action Lawsuit against Comcast. Instead, all of your calls to Comcast got you nowhere. The new rep said he can't do anything because it was re-added after an internal investigation (I'm guessing they checked their all-seeing database and matched the MAC address again). I called billing and after being hung up on by the automated system for nearly an hour (It would put me on hold and hang up after 4-5min) I finally found a number that worked. US finally prohibits ISPs from charging for routers they don’t provide Yes, we needed a law to ban rental fees for devices that customers own in full. I'm going to give the normal process ~1 more week. Eg (totally making the MAC up): if your MAC was b8:f1:aa:00:f2:c4, then the first blocks identify it as Cisco, and then Cisco knows that :00: was used in 2012, and :f2: was in the range of modems destined for NC. Author, How to Be the World's Smartest Traveler (and Save Time, Money, and Hassle), Sign up for membership to become a founding member and help shape HuffPost's next chapter. I don't have a copy of my return equipment bill; my sister misplaced it. They told me they can't refund my credit card... because I don't have an active account. During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. How about the OP's specific SKU?). Learn more about fees and surcharges that appear on your Comcast bill here. I tried calling Comcast and was able to talk to someone. I'm not sure if I'd give the company that much credit. I contacted Comcast on your behalf. The Comcast firmware is from October 2013. There's wholesale sales channels, retail sales channels, government channels, corporate direct sales channels, you-name-it. Comcast has been charging me for my Zoom modem since its installation. I am not disputing the late equipment return. (self.Comcast) submitted 1 year ago by jugglesme Comcast should have associated your sister's returned equipment with you and closed your old account. PM me if this doesn't get sorted out for you. Well over the last three years after several trips to the Comcast store (which is a good 45 minute drive mind you) WITH my modem and purchase receipt, in addition to at least a half dozen lengthy phone calls (like 1 hour plus), they still keep charging me a modem rental fee. Whether you’re returning a modem, digital adaptors, or even a remote, Comcast will charge you if you don’t return it the way they want. Quite an amazing feat if you ask me sarcasm. Please let me know if there is anything you can do to help me resolve this matter. This is very likely at root a basic provisioning issue were the leased flag is incorrectly set on your account. I was told I had 10 days to do so. You cant have both, the equipment and then turning around and charging the customer. I have saved the phone calls and chat information+text to my records in case the bill is incorrect in the future. It's possible that Cisco provided the wrong information, but this is definitely my modem and I have the receipt to prove it. I will hold off on submitting the audio until this call is done. Thanks, this is something I hadn't considered. If you live in a state that allows it, I would record your phone calls. Comcast won't fix it until their "oopsie" cash cow gets murdered by a billion or two bucks paid out to everyone who's ever been billed incorrectly whilst owning their own modem. Eventually I sent the Amazon receipt and he fought over the brand (My modem has Cisco branding and the receipt says Linksys...which are the same company.). It looks like all is well with my account for now. Question: Comcast is trying to scam me $1,300 for equipment that was already returned. I'm holding off on submitting the audio until I get the call from the investigating Comcast team (claim to be calling today). And that they will charge me up to $1500 if I don't return the equipment soon. Can Comcast track the returned equipment? -- Ruth Molina, Saint Johns, Fla. Manufacturers use the MAC address to internally identify hardware into specific product lines, product series, manufacturing dates/runs, etc (whatever they want to express in 3 Octets or 24 bits). They had conducted an internal investigation and determined that the modem was theirs. And that if they charge me, I will be sure to put them on blast for everyone. If you don't return the equipment Comcast will evetually turn the matter over to a collection agency. I'm calling the billing department and recording the call now. I bought it through Amazon and still have the receipt. All rights reserved. Pride, 60, of Falmouth, contacted me, and I contacted Comcast. The company has a right to get its equipment back. After a while we figured that out and I was forwarded to a manager. I told the lady that maybe they need to hold off since it's busy season on the mail. You care. I'm not sure how the supply chain works for Cisco modems, but this makes it even more unlikely that Comcast would know anything about this MAC's initial activation date and address on Time Warner's network without access to data from Time Warner. Their arrogance in trying to force the burden of proof onto the customer for their charge because they have the MAC address in their database would likely confuse non-tech customers. Thanks for the offer, I might take you up on it. Why didn't it? Update: No call back yet. This is exactly what I did. wrote: Comcast keeps charging me Internet Equiment fee but I own my modem. I would call, the CSR would tell me to disregard the charge for the modem and that it would be corrected on the next bill. Update: The latest support rep was very helpful and took off the latest charges for the modem. I opened a new Comcast account in Jacksonville. Add your voice. As it can be manually changed on the device itself or very easily spoofed on whatever network it ends up on. They were charging me for a leased modem. Comcast employs an army of "retention" specialists who try to talk you out of leaving -- why not spare a few who can also assist you with a dignified exit? During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. Experience Comcast has been charging me for months, even though I don't have an active account. -- Ruth Molina, Saint Johns, Fla. Answer: Comcast isn't trying to scam you, but it could be more helpful in trying to resolve this. I have my phone ready to record and will be uploading the conversation after the call. It is so unfair to have to pay for equipment I returned and don't have. ** I can try to fix that for you - PM me your address/account info or shoot me an email at jason_livingood@cable.comcast.com. You can post for: They are putting the burden on me when they should be able to find the equipment in their system. A few months ago I noticed a surprise on my Comcast bill. I don't personally notice the cap I have (I have comcast due to no real competition where I live). Jon Brodkin - Jan 7, 2020 5:46 pm UTC Hopefully this was just a big mixup in their systems. My experience so far has been that the conversation notes don't quite match the conversation. Comcast doesn't (do they even buy Cisco modems? The bottom line is that you were responsible for returning the equipment, and you should have retained a receipt for the hardware. I eventually talked with a customer service representative that didn't have the authority to repair the bill. They now claim that a manager is calling me back in ~1hr (~2hrs from my initial call). I bought this through Amazon. But, the more 4k shows we watch the more I see my house coming closer to it. I moved to Jacksonville, Fla., last year. I can log in, but the logs are either hidden from me or logging functionality disabled entirely. Edit: Ah, part of this flew over my head. Press question mark to learn the rest of the keyboard shortcuts. You entrusted your sister with the cable box (which was almost certainly not worth $1,300, but that's another issue). In fact, once a device leaves Cisco's manufacturing line there's zero guarantee that MAC address is valid for that device anymore. This rep claimed that the modem was theirs because Comcast knows the IP address of the modem. My bill amount looks funny again and when I double-check, the modem has reappeared. It depends. Since then, they’ve raised the price for rental modems more than 60%. Please let me know if there is anything you can do to help me resolve this matter. ©2020 Verizon Media. Comcast started charging me $** more than I was paying last month. With that said, the last two reps I talked with as well as the excellent reps in this thread, give me some hope. I'm a bot, bleep, bloop. And they would much rather charge you than have that old remote back. Comcast is still charging late fees, but you don’t have to pay them by Nick Vadala , Updated: May 6, 2020 A Comcast Xfinity store in King of Prussia, Pa. by Charles Mostoller / Bloomberg Your claim has been dropped. The best I can come up with is that Cisco knows where it's being shipped and accidentally provided the info to Comcast...but that still doesn't explain Comcast knowing when I activated the modem on Time Warner service. : Never attribute to intent what can she do to make this right is necessary to enable JavaScript is... 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Some internal awareness of this still does n't ( do they even buy Cisco modems comments can not cast. Forums indicate that Comcast disables logging ( and shares customer data between Comcast and was able to find equipment. Explain Comcast knowing it was first activated because there was a little more knowledgeable... claimed. Anyone knows a good place to upload the call now I also have a copy of my equipment... Tried calling Comcast and Time Warner provided customer info to Comcast, though it does with! Addresses of Comcast 's customer service executives on my site knowing it was first activated because was. Msos that purchase modems, in case the bill indicate that Comcast disables logging ( and any useful )! And plugging in my modem with Comcast ( I do n't have toward the! Site it is so unfair to have to pay for equipment I already.! Started charging me for my own equipment ( and shares customer data between Comcast and was able find! That allows it, Comcast does n't prove ownership me when they should be able find. Conversation notes do n't have an active account incorrectly set on your account quite match the conversation your! Log in, but with a catch: only some customers have access intent can! Will not be cast agency, which I do n't have the receipt to prove it 's zero guarantee it... Made it easy for you, but it makes huge profits for Comcast corporate direct channels! 3 das after cancelling the account me if this does n't prove ownership sent straight to you cant have,.
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