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Being charged for personal modem

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Message 1 of 7
637 Views

Hello!

 

When I got my service set up, the installation techs brought a modem with them, but saw that I had one and therefore used mine. They took the modem that they brought away and I never saw it. I did not pay a modem fee for as long as my contract lasted.  Which makes sense, I was using my own.

 

When my contract expired and my services changed, suddenly a modem charged popped up.  I called and the CSR didn't seem to believe that I didn't have this modem.  She (dubiously) said it would be looked at and fixed, but it looks like I was charged for it again.  She even had the serial number for the modem that I didn't have, so all the documentation suggets that I actually have this modem.

 

How do I prove I don't have this modem?  It's clearly never been activated or used by me.  I can look at my billing statements and see the modem charge suddenly appear randomly.

1 ACCEPTED SOLUTION

Accepted Solutions
Posted by
Admin1

Message 6 of 7
434 Views
Solution

Yes. This modem has been found to be Customer Owned. This status has been changed and all rental charges have been removed. You'll see credit for each charge applied to your next billing statement. 




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6 REPLIES
Posted by
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Message 2 of 7
596 Views

Having the exact same problem!

Posted by
Admin1

Message 3 of 7
576 Views

Hi bkalinow -- I can help with this modem rental issue. The modem registered to your account is listed as Comcast Owned. I will have this modem researched to verify ownership. 




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Message 4 of 7
564 Views

Thank you!  Let me know if you need my serial number.  I believe the modem that they're showing under my account is probably the one they tried to install when I set up service.

I can also provide statements showing the modem charge suddenly appearing on my account.

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Message 5 of 7
473 Views

Any update on this?  

Posted by
Admin1

Message 6 of 7
435 Views
Solution

Yes. This modem has been found to be Customer Owned. This status has been changed and all rental charges have been removed. You'll see credit for each charge applied to your next billing statement. 




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Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Community Icon
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We ask that you post publicly so people with similar questions may benefit.
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Mark it as a solution!solution Icon
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Message 7 of 7
392 Views

I see the credits.  Thanks so much!