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Being Charged For Rental Modem When I have My Own Modem

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Regular Visitor

Being Charged For Rental Modem When I have My Own Modem

I've purchased my own Modem in September 2015.   I moved to my current address in November 2016 and since the first day of my Comcast service I've had my own modem.  I recall the installer being on the phone to activate my services and notifying the reps that I was using my own modem.    Approximately 3 months later (February 2017) I notified comcast I was being charged for a rental modem.  They advised me they would take care of this and give it at least 2 billing cycles to reflect the changes.   On March 21st 2018 I went on live chat to discuss the matter w/ a rep.  They stated that they would remove this charge and asked me to hold on.   Then they disconnected from the chat session.   I had called in to customer service since I did not know if the process was completed.   I was connected to a rep named "Ella".    She sent me an email to confirm that I wanted to remove the rental modem from my account.   I received the email and used the link to confirm.    She also stated that she would have her manager authorize my rental modem fee refund dating back to November 2016 since the dollar amount was beyond her authorization and call or email me after that was done (within 1 hour).   I never received an email or phone call from Ella and I am still being billed for the rental modem.   I would appreciate if someone could please look into this for me and resolve this issue once and for all.    This doesn't seem to be too complicated of a task.

 

 

Thanks!

Official Employee

Re: Being Charged For Rental Modem When I have My Own Modem

 

Bentwookie76, please send me a private message with your full name, address, and the phone number on your account so I can investigate this. If you have your own modem and are being billed for it, I will remove the fee and correct your bill. 

 

KenF

Regular Visitor

Re: Being Charged For Rental Modem When I have My Own Modem

Replied at ‎04-13-2018 04:55 PM server time.

Regular Visitor

Re: Being Charged For Rental Modem When I have My Own Modem

Any update for this please?   It's been almost 72 hours since I've provided my details and have heard nothing back.

Official Employee

Re: Being Charged For Rental Modem When I have My Own Modem

I work Tuesday- Saturday 9-5pm EST. Sorry for the delay. I will reply to your private message now. 

 

KenF

Official Employee

Re: Being Charged For Rental Modem When I have My Own Modem

 

Bentwookie76, Glad we were able to take care of this! Post again if you need anything else. 

 

KenF

Regular Visitor

Re: Being Charged For Rental Modem When I have My Own Modem

Thanks KenF,

 

I appreciate you handling this issue for me.

 

 

-Bent

New Poster

Re: Being Charged For Rental Modem When I have My Own Modem

 Like many other people, I'm continually charged a monthly rental fee for using my own modem. I've sent documentataion confirming my legal purchase of your most recent version modem. Xfinity credited me fo the past 4 months due to their billing error and promised the bill would be corrected. The $11 charge showed yet again on my most recent bill. Looks like going with Verizon is the only option to stop the Xfinity madness. It's a simple resolution for Xfinity to correct the problem but obviously nobody at Xfinity earnestly cares. I'm so sick of hearing reps say "I'm sorry for your inconvenience". Been on hold today now for 51 minutes trying to speak to someone at Xfinity, then the phone disconnected. Surprise, surprise. Xfinity can't fix the billing and doesn't feel it's important enough to be there for the customer by having an on-hold system that works. So typical of big business.