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Being Charge for Customer Owned Modem

New Poster

Being Charge for Customer Owned Modem

Months after activating my service Comcast started charging me for my customer owned Modem. I've been going back and forth with them for two months, I've spoken with customer service, technical support and multiple supervisors yet the issue is still unresolved and Comast will not admit this is NOT THIER MODEM!!! I"m at my wits end and don't know what to do. They are now laying the burdon of proof on me to prove it's not thier modem. I don't have my reeipt of purchase but I also don't have thier modem. My modem and router is customer owned and was NOT installed by their technician. They entered it on my account incorrectly FOUR months after I got my service and now they won't fix thier mistake. This seems to be a recurring issue for Comcast customers. This is the most riduloucs mess I've ever dealt with. Please help! 

Cable Expert

Re: Being Charge for Customer Owned Modem

I've asked a Comcast employee to help you. You should expect a reply in this thread. 




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New Poster

Re: Being Charge for Customer Owned Modem

Thanks I guess, I've yet to talk to a single person that can help me. Hoping for the best. 

Regular Visitor

Re: Being Charge for Customer Owned Modem

The same thing happened to me, they raised the bill $11 out of the blue asking me to pay for my owned modem. I never asked for a modem and they never sent one.

Needless to say that the customer service is horrible and reps sounds like robots, they can't use simple logic to figure out that no package was sent from xfinity (with a modem), neither I collected one from the store, how then I got one from you! This is rediculous!

New Poster

Re: Being Charge for Customer Owned Modem

I feel your pain! I don’t understand how they can get away with doing this mess to people. There is no reason I should have to go through all this trouble to fix their mistake on my account.
Official Employee

Re: Being Charge for Customer Owned Modem

Hi TammyKay_19. I can help review your account for this modem we are charging you for. I can also submit an Equipment Research ticket with our inventory team to investigate the ownership of this device. Please send me a private message and include your full name, service address, and account number so I can assist you. 


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New Poster

Re: Being Charge for Customer Owned Modem

Thanks but the equpiment research team are the ones that keep coming back and saying it's thier modem. I already had 2-3 tickets submitted to them. I'm happy to report as of today I've spoken with an executive customer service rep, the issue is resolved and they sent me something in writing stating it is not their modem. Chris was very helpful! It only took me two months, numerous phone calls, lots of time, lots of fustration and eamiling every CEO and Executive officer I could find but the issue has finally been resolved. Hopefully I never have to go through this again. *fingers crossed* 

Regular Visitor

Re: Being Charge for Customer Owned Modem

Why do we need to write here to get our issue resolved? I am still facing the same issue although a customer service rep resolved it in Feb and issued me a credit for the invalid charges. Now the same story continues.

New Poster

Re: Being Charge for Customer Owned Modem

As I mentioned in another thread, the only thing that has worked for me is to buy a modem that is NOT on the Comcast inventory list.  In my case, that was a TP-Link DOSIS 3.0 modem, but there are other brands out there.  Just do your research.  I have not had the issue since.

 

I have become convinced that this is by design and they won't fix it because they don't consider it broke. It is an income stream and will continue forever.  Google back and you will find folks complaining about this issue for almost 10 years.  But when you call, the CS folks act like its all new information...and it takes days of interaction to get it resolved.  Days of phone calls to resolve a decade old, publically documented issue. 

 

I came to this conclusion with the rollout of DOSIS 3.0.  While I was actively attempting to get credit for Comcast billing me for my old (personally owned) Motorola modem, I received a letter from Comcast.  The letter informed me that since I owned my own modem, I would have to upgrade my modem to take advantage of the new services.  Huh?  Obviously, they knew it was mine but were both billing me for it and stonewalling resolving the issue.  

 

BTW, I still have my old Motorola modem.  Kept it because although it was officially listed as 'customer owned' on the website (and billing) when I replaced it with the TP-Link, I don't trust them.  I will be moving soon, and something tells me that when I cancel their service, Comcast will decide that my old Motorola modem is theirs...and want it back, or charge me some criminal fee for not returning it.  Its just how they roll.

 

Whether the service is acceptable or not, Comcast is just becoming too tiring to deal with...

 

 

 

 

 

 

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