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I recently re-signed with Comcast on the new Triple Play package. I've been a customer for about 15 years, just wanted a new deal. Bought the DOCSIS 3.0 eMTA cable modem at Best Buy and the Comcast rep registered it at the store so I didn't have to rent one. The tech came out and installed it along with all of the other gear that goes with the package. My first bill shows a charge for a modem rental among other incorrect charges. Chatted with customer service for an hour just to confirm the fact that I indeed did buy a modem and did not receive one at install time, as well as fixing other incorrect billing issues. Once the internet rep finally switched my status from rental to own, I was transferred back to billing to get a credit for the current charge. Billing informs me that there's no way to credit the charge without disrupting the service and that I have to pay the modem rental charge. This is crazy and I'm sure it's incorrect. When I asked to be transferred to someone else who could fix the issue, the chat rep closed the session with a 'have a nice day, thanks for your time' message. Awesome.
The Comcast Cares Team has been notified and will take care of it.
Watch this post and your email for updates from the team during the business week.
I own my own eMTA and got charged for two months rental after I returned theirs also. They took care of it right away and credited my account.
Sorry about the inconvenience, I have researched your issue and escalated your billing dispute. Someone will be in contact with you soon.
Comcast adjusted the bill this morning and called to apologize. It's sad that it takes a forum post to get the job done but great that someone here responded and took action.
Maybe someone at Comcast will also look at the Best Buy modem registration process and install process and fix the disconnect with the billing system.
Thank you for following up with me. I am happy that your issues were addressed and resolved for you. Please let me know if you require additional assistance.
Alerts are an easy, quick way to manage your account and get information - like payment confirmations and your current balance.