3 years of charges for equipment lost in Irma.

[Jkwest]

I recently reviewed my parents Xfinity bill for changes to his channel lineup, can't get his westerns on 160 without a subscription.
I looked at the billing and detail and saw that he has been charged for two boxes that were lost in a hurricane 3 years ago.
I talked to several agents, who said that they can see the monthly recurring charges and that there has been no activity on either boxes that were destroyed in a hurricane in 2017.
Local office says the boxes have to be returned or they will continue to charge for them.
Review your bills carefully!
I have had agents say they were going to contact a supervisor, call me back, and never did.
Has anyone ever had to pay for a box that was damaged?
If so, how much was it?

[Again]

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@Jkwest wrote:
I recently reviewed my parents Xfinity bill for changes to his channel lineup, can't get his westerns on 160 without a subscription.
I looked at the billing and detail and saw that he has been charged for two boxes that were lost in a hurricane 3 years ago.
I talked to several agents, who said that they can see the monthly recurring charges and that there has been no activity on either boxes that were destroyed in a hurricane in 2017.
Local office says the boxes have to be returned or they will continue to charge for them.
Review your bills carefully!
I have had agents say they were going to contact a supervisor, call me back, and never did.
Has anyone ever had to pay for a box that was damaged?
If so, how much was it?

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Comcast doesn't know when equipment is damaged or just not plugged in and online.  The damaged equipment should have been returned 3 years ago.  If they still have the equipment send it back immediately.  I doubt that you will be credited or refunded for anything more than 3 months, however.

Yes, it is always wise to review your billing statements monthly.

[Nihilism]

Hopefully you meet an agent with heart, since I doubt your parents had a choice but.. xfinity doesn't offer much help in case of natural disasters (in my contract at least.) To summarize what the text below states: "no matter what happens, we have no responsibility to help. If you submit a request within 120 days we'll consider it." Certain states have stricter laws, but three years seems to exceed all regulation.

On the other hand, they claim to refund the late fee if you return the device - so buying (or offering the buy price) might clear the three years of charges...

I'm no expert though, I only wish you luck & give you some contract excerpts to use as ammo.

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"We shall not be liable for any inconvenience, loss, liability, or damage resulting from any interruption of the Service(s), directly or indirectly caused by, or proximately resulting from, any circumstances beyond our immediate control, including, but not limited to, causes attributable to you or your property; inability to obtain access to the Premises; failure of any signal at the transmitter; failure of a communications satellite; loss of use of poles, or other utility facilities; labor disputes; riot or insurrection; war; explosion; malicious mischief; fire, flood, lightning, earthquake, weather conditions, or other acts of God; failure or reduction of power; or any court order, law, act or order of government restricting or prohibiting the operation or delivery of the Service(s). In all other cases of an interruption of the Service(s), you shall be entitled upon a request made within 120 days of such interruption, to a pro rata credit for any Service(s) interruption exceeding twenty-four consecutive hours after such interruption is reported to us, or such other period of time as may be specifically provided by law. "

"If you pay an Unreturned Equipment Fee and subsequently return the equipment, you will be refunded your Unreturned Equipment Fee in full."