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$10 Modem Rental Charge -- I don't Rent

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$10 Modem Rental Charge -- I don't Rent

I received a letter in the mail today stating that there has been a mistake on my account and that I should begin being charged a $10 modem rental fee starting on my next bill.  I do not, and have never, rented a comcast modem and have always had a customer owned modem for the life of my account.  I need to have this modem rental charge removed from my account and need assurances such a mistake will not be made in the future.


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Problem Solver

Re: $10 Modem Rental Charge -- I don't Rent

Hello pmorgan987,

I apologize for any inconvenience. I have removed the code that was added in error and added the correct code for Customer Owned Modem. Thank you for your patience.




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Problem Solver

Re: $10 Modem Rental Charge -- I don't Rent

Hello pmorgan987,

I apologize for any inconvenience. I have removed the code that was added in error and added the correct code for Customer Owned Modem. Thank you for your patience.




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Frequent Visitor

Re: $10 Modem Rental Charge -- I don't Rent

Thank you for the prompt attention!

Problem Solver

Re: $10 Modem Rental Charge -- I don't Rent

You are very welcome!




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Frequent Visitor

Re: $10 Modem Rental Charge -- I don't Rent

oh it will happen again. i went round and round with comcast in 2013 about this. and i just receieved a letter in the mail again today stating they were adding a modem rental fee to my account.   i have never had a comcast modem.   it appears this just how they operate.

Frequent Visitor

Re: $10 Modem Rental Charge -- I don't Rent


ComcastMatthew wrote:

Hello pmorgan987,

I apologize for any inconvenience. I have removed the code that was added in error and added the correct code for Customer Owned Modem. Thank you for your patience.


The previous poster was correct, this has happened again.  I got the same exact letter in the mail today.  Why does this keep happening?  I have NEVER rented a modem in the past.  Please take a second look at this, thanks.

Frequent Visitor

Re: $10 Modem Rental Charge -- I don't Rent

i got another modem rental fee letter in late august and received another one today, Nov 1.   THis just how comcast does business.  they think they can add this fee and no one wil notice or say anything.  those that do - they take the fee off.  those that dont- that means $10 per month in comcast's pocket.  it's a scam.  at what point does this end?  is it clas action?  if you search these boards, there is no shortage of others having this same issue.

Regular Visitor

Re: $10 Modem Rental Charge -- I don't Rent

Need to start filing complaints. They keep on repeating the same mistakes at our cost, frustration and stress hoping we will just give up and pay it. FCC complaints link:

 

https://consumercomplaints.fcc.gov/hc/en-us

Frequent Visitor

Re: $10 Modem Rental Charge -- I don't Rent

i did file an fcc complaint tonight! i included copies of my letters and detailed info about my chats with Comcast. i have kept detailed records of my modem rental fee issues.

 

the recent FCC fine againsy comcast requires they send a letter informing new charges, which they seem to have down pat. However getting the same letter every month is not acceptable.

 

http://transition.fcc.gov/Daily_Releases/Daily_Business/2016/db1011/DA-16-1127A1.pdf

http://arstechnica.com/business/2016/10/fcc-comcast-charged-customers-for-things-they-never-ordered-...

Problem Solver

Re: $10 Modem Rental Charge -- I don't Rent

Hello pmorgan987,

 

I apologize for the delay. After review, The modem was removed but the code that never changed to customer owned. We have made the appropriate corrections to the account. Going forward you should not receive any letters regarding the modem. If you have any additional questions or concerns, please feel free to reach out to us. 




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New Poster

Re: $10 Modem Rental Charge -- I don't Rent

I have the exact same problems as the others in this thread.  I have recevied many letters about needing to be charged modem rental fees over the last few years and have started receiving the letter consecutively for the last three months.  Each time i have to call and spend over 30 minutes on the phone to have this "corrected" only to reveive another letter the next month.  I have owned my own modem for 10 years, nothing has changed.  Please help me get this corrected on my account once and for all.

 

Regular Visitor

Re: $10 Modem Rental Charge -- I don't Rent

I just recived a letter about this modem rental fee. I have owned my own modem for at least 6-8 years and never was charged a rental fee.

My case is 040381009. When will this get resolved?

Official Employee

Re: $10 Modem Rental Charge -- I don't Rent

Hi DonMAD, I have sent you a private message and responded to your other thread.

 

Thank you

Regular Visitor

Re: $10 Modem Rental Charge -- I don't Rent

I saw this forum topic, and it fit exactly the problem I have been having. My Internet/voice service has been in place for over 5 years, using an Xfinity Internet and Voice Modem from Arris that I purchased myself at a Best Buy. This self-install kit was supplied by us to the technician who installed our bundle in early 2012. After several years, a modem rental charge appeared on my bill for March 2015 and was removed on the April bill after I called. Then in 2016 my October and November bills added a charge for modem rental that was later removed after numerous phone calls. Now 2017 sees this monthly charge back again, following a bogus letter about a mistake in my billing where you haven't been charging me correctly for some of my equipment. This equipment is owned by me, and always was, but no further phone calls that I made would acknowledge this, and the unfair charges persist, month after month, on my bills. Please contact me for any further information you may need to resolve this situation.

Official Employee

Re: $10 Modem Rental Charge -- I don't Rent

Hi gcserbak, thank you for reaching out and I can assist with forwarding to the right team for further investigation.  I will send you a private message for further information.

 

Thank you

Official Employee
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Re: $10 Modem Rental Charge -- I don't Rent

Regular Visitor

Re: $10 Modem Rental Charge -- I don't Rent

My thanks to the ComCast / Xfinity people who contacted me for further information and assured me that this would be investigated promptly. Seeing other customers' cases resolved successfully gives me confidence that my situation will be considered fairly based on the facts and brought to a similar satisfactory resolution.

 

New Poster

Re: $10 Modem Rental Charge -- I don't Rent

Same thing happens to me every month I have to send half an hour on the phone to get the charge credited.  This is so frustrating.  Now I know why people hate Comcast.

Frequent Visitor

Re: $10 Modem Rental Charge -- I don't Rent

The same thing happened to me as well.

As of today, the issue is still unresolved.

I am not sure how Comcast keep having this what they called "technical issue" over and over again.

From a technical perspective, they should investigate why their system is so error prone .

Maybe this defect is becoming a "feature" to their company to get wrongful payment from customers.

I encourage all the victims of this issue to file complaints at FCT at https://www.ftc.gov/faq/consumer-protection/submit-consumer-complaint-ftc. 

I have spent more than hours contacting Comcast customer service and replying to this online forums and supplied my modem information several times. The Comcast customer service assured me I will not get charged and they will resolve the issue for me but this is still an open issue. I did not get response from my private messages through this online forum. This is very frastructed.

Regular Contributor

Re: $10 Modem Rental Charge -- I don't Rent

Hello rasberrycookie,

 

I apologize for how long it is taking to get your account issue resolved. I can definitely go over your account to make sure we have this issue resolved. Would you please send me a private message verifying your account with account name, phone number, and service address? Once I have this information I can investigate for you. Thank you 




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