Comcast cut off service again for no good reason

[bryceb]

Here is a brief history to help you understand the problem.  We have been Comcast customers for many years.   In November of 2013, I purchased my own modem.  I gave Comcast the serial number and all the other relevant numbers from the back of the modem when we set up our phone, internet and telephone service with this modem.  Three years later, in November of 2016, Comcast cut off our internet service.  They said they were not sure we owned the modem. 

I sent them the receipt for my purchase of the modem and again gave them all the numbers from the modem.  They said they would not restore service unless we unhooked the modem, drove it to Beaverton and let them see it.  Reluctantly, we complied.  They saw the modem, saw the receipt and said everything was fine.  Service was restored, without any credit for the improper cessation of our service.

Today, they cut off our telephone service.  When I called to ask them to restore it, they wanted all the numbers from my modem again.  This was the third time they had recorded all these numbers in their records.  After spending way too much time on the phone, they told me they would not restore service unless I unhooked everything and drove the modem way over to their store again. 

I said I was completely unwilling to do that.  I said that if they would not restore my service I would file a complaint with the State.  That’s what I did yesterday.  I will contact more consumer sites if needed to get the service that I am paying for restored

If they have a company policy to occasionally harass people who own their own modem and therefore don’t pay a modem rental fee to Comcast, that is a very bad policy.  I refuse to be victimized by it. 

Have any of you who own modems been harrassed in this way?

[geek46]

bryceb,

No, you shouldn't be treated this way and it is not a company policy to do this....  Your issue has been escalated to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.

[bryceb]

I still have no phone service.  No Comcast Team member has responded to my complaint.  

The State Public Utility Department has agreed to follow up on this complaint.  I will also contact other consumer forums if Comcast does not restore the service that I am paying for today.

[bryceb]

I spent a huge amount of time talking to Comcast today, explaining my situation again.  'Edgar' seemed very understanding and "promised" that he would call back today.  

He did not call back.

They were wrong to cut off my phone service.  I think they know that, but they don't seem to care.

[ComcastZach]

Hi bryceb -- Thank you for bringing this issue to our attention. I reviewed your account and have found the issue. We don't seem to have your modem registered correctly. I have sent this over to an Inventory team to see if they're able to help resolve this registration issue. 

[ComcastZach]

Are you able to list what type and model this modem is? We'll need to know that in order to have this corrected.