Frequent Visitor
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6 Messages
How can I remove a 'Digital converter' fee for a device I have never owned?
This has been an ongoing problem for years. Somehow there is a tag code on my account for 'digital converter', I don't know what that is/would be, and have never had/used any comcast hardware. I've been using various BYOD modems for internet for a decade + and have no other services on my account (no tv, no phone, etc), but I still keep getting billed for 'digital converter' every month.
If i call and ask about it, the operators generally remove the last few months of charges with a bill credit, but then it just bills me again next month same as always and I need to call again etc.
Is there any way to actually get this whatever it is off of my account for good? Every single operator acknowledges that they have no information on it but that it has never been 'in use' yet they can't seem to tell me what it actually *is* nor how to actually get rid of it. The website just says to 'return the hardware' but I don't know how I am supposed to return a piece of hardware I do not have.
XfinityWilliam
Official Employee
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1.4K Messages
1 year ago
Hello @eltees. We can take a closer look at this fee on your account.
Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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