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Why Can't I Return SMCD3GNV Gateway Device?

Frequent Visitor

Why Can't I Return SMCD3GNV Gateway Device?

I was looking to decrease my bill and got the best deal for X1 Triple Play.  I currently have HD Preferred Triple Play.  I have never used the voice service.  I have not even connected a telephone to it.  I would prefer to have just Internet and TV but the Triple Play is cheaper.


Because of all the problems I have had with the current gateway device locking up so I cannot access its web page to check error logs and the gateway resetting my WiFi module every 4 hours, I decided to buy my own internet only modem and my own wireless gateway that will support Chromecast, unlike the Comcast gateway.


I had no problem getting my newly purchase Motorola SB6141 modem provisioned and it works great.  I wanted to do this ahead of the technician coming to my house to install the X1 boxes.


My problems began when I went to my local office to return my SMCD3GNV gateway.  The service rep. said she could not process the return because I have voice service.  She claimed that I have to have their gateway so I can get 911 service.  I told her I never used the voice service and have Verizon FIOS voice service so I already have 911 service.  No luck; she would not take back Comcast's equipment.  This is after I confirmed with the reterntion specialist who upgraded me to X1 Triple Play that I definitely could use my own internet only modem.


I called Comcast customer service and got a very helpful tech. who said he could see where both modems were on my account.  He said he would remove the SMCD3GNV equipment from my account and that I could give it to the service technician upgrading me to X1 service so I would not have to drive to my local office again.  He processed the transaction and said to wait 24 hours for it to be reflected in my account.


Well it's now 36 hours later and the SMCD3GNV still shows up in my account.  I scoured the Comcast Residential Service Agreement and I cannot find anywhere where it says I have to have their gateway installed if I have Triple Play service.


Can anyone tell me what I have to do to get them to take their equipment back and stop billing me $8 per month for it?  I am pretty confused and frustrated at this point.

Regular Visitor

Re: Why Can't I Return SMCD3GNV Gateway Device?

do what I did, dump Comcast and switch to ATT.

Frequent Visitor

Re: Why Can't I Return SMCD3GNV Gateway Device?

I'd love to since I already am wired for Verizon FIOS, but Verizon runs their program guide listing off of their internet modem/wireless router box which makes it impossible to use my own equipment.  I guess the bottom line is that all the big media companies have paid off enough politicians that they can treat their customers with impunity and suffer no consequences.  The biggest joke here is that I also am a Comcast stockholder, for all the good it has done.  Maybe I will call investor relations at corporate to complain and see what happens.

Regular Visitor

Re: Why Can't I Return SMCD3GNV Gateway Device?

yeah, it's frustrating dealing with these guys.  I'm waiting for the day I can kiss them goodbye.

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