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Modem rental charge for self owned modem

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Message 1 of 15
691 Views

I have always owned my cable modems. Last May I changed my TV package and ever since I get a $10 modem rental charge each month, I have to call and the charge is reversed every month. I have filed tickets to find a permanent solution. I never received a response. But this is super annoying to have to call every month. Comcast also wastes money sending me a notice saying that by mistake they have not charging me for the modem rental so expect a charge in the next bill. Has anyone been able to resolve this issue?

 

Thanks.

14 REPLIES
Posted by
Administrator

Message 2 of 15
651 Views

Hi gerrardmacleod -- I reviewed this modem and your prior tickets. We were able to verify that your modem is Customer Owned. Due to a system error at the time we were unable to change this status. I am having our Inventory team review this again for correction. 




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Posted by
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Message 3 of 15
630 Views

Please let me know when the inventory team fixes this issue.

Thanks

Posted by
Administrator

Message 4 of 15
628 Views

Yes. We will update once this issue has been resolved. 




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Posted by
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Message 5 of 15
594 Views

Do you have a status update? Could you remove the charge from the bill that is due 3/22? 

 

 

Posted by
Administrator

Message 6 of 15
543 Views

We've been unable to change this status however we have been able to remove this charge from your bill. 




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Posted by
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Message 7 of 15
524 Views

My account still shows the charge. And is the ticket to solve this problem still open?

Posted by
Administrator

Message 8 of 15
482 Views

The charge has been removed from your account however online billing won't update this until your next statement prints. We have it updated through our main system. The ticket for this is still open. 




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Posted by
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Message 9 of 15
363 Views

Any progress on this ticket?

 

I received another notice today, "we're writing to let you know we made a mistake- we haven't been charging you correctly for some of your xfinity equipment." and that the statement after 5/1 will be adjusted to include the $10 equipment rental.

 

The battle with Xfinity's auto generated notices followed by wrong charges continues......

 

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Message 10 of 15
333 Views

I too received a letter in the mail recently explaining that there will now be a $10 internet/phone device rental fee applied to my next bill. I have a personally owned modem since 2012. I don't understand how suddenly the system identifies my modem as a rental. Any clarification would be appreciated. 

Posted by
Administrator

Message 11 of 15
286 Views

gerrardmacleod -- We have confirmed this modem is Customer Owned however we've been unable to update the ownership status. We're able to correct your account billing to keep you from being charged. An automated system check does change this as it sees your account is not coded correctly. We'll have to keep manually making this correction until we're able to change your modem ownership status. 




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Posted by
Administrator

Message 12 of 15
286 Views

satyen -- I can help with your modem issue. Your modem is showing as Comcast Owned. I have opened a research ticket for you so we can verify modem ownership.




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Posted by
Administrator

Message 13 of 15
189 Views

satyen -- We have confirmed this is a Customer Owned modem. We have updated its ownership status and have removed all rental charges. 




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Posted by
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Message 14 of 15
178 Views

What is the status on updating my ownership status? Will this issue ever resolve?

Thanks

 

Posted by
Administrator

Message 15 of 15
142 Views

gerrardmacleod -- We do not have an update for when ownership status will be changed or when this error will be corrected. We will continue to remove any rental charges you see as we have verified this is a Customer Owned modem. 




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