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Being charged for personal modem

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Frequent Visitor

Being charged for personal modem

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.

Accepted Solution

Re: False modem rental charge

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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Frequent Visitor

Re: Modem rental charge for self owned modem

Having the exact same problem!

Admin1

Re: False modem rental charge

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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Frequent Visitor

Re: False modem rental charge

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.

Frequent Visitor

Re: False modem rental charge

Any update on this?  

Admin1

Re: False modem rental charge

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. 




Community Icon
I am an Offical Comcast Employee.
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.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
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Please post so people with similar questions may benefit.
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Mark it as a solution!solution Icon
Frequent Visitor

Re: False modem rental charge

I see the credits.  Thanks so much!

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