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Being Charged for Comcast's problems

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Being Charged for Comcast's problems

I've been going around with Comcast for the last two weeks. They mailed me an updated router/modem Dec 14th, telling me my old modem was outdated and this was an updated unit that would work better. I received it, plugged it in and set it up. Then returned the old unit to Comcast. Worked fine until the 26th. I pay for 150mps service - internet download speed clocked at .068mps. Then went out completely. Then intermittently in and out. Speed never above 5mps. Called Comcast - they said it was the modem and I needed a different one Because of the holidays, I told them I would go to the Comcast store and exchange it so they wouldn't have to come out. Got the new modem - it worked for less than a day and then the same problems. Called Comcast again, they said it had to be the outside lines and they'd send a tech. Tech came Thurs the 28th, didn't even look outside. Said the modem was bad and have me a different one. He said Comcast wanted to charge me $60 - seems as though if you pick up a modem they consider it a failed installation. Even if the modem is bad. I called the office and had them void the installation so I wouldn't be charged. Modem worked ok Fri, this morning at 5:00am, same thing - intermittent service and speeds less than 1mps. Called Comcast. They tried resetting the modem and had me run a speed test. - 2mps. She said that's unacceptable and would schedule a tech to come. But there'd be a $60 charge. My internet hasn't worked properly for a week and no mention of reducing my bill for lack of service. I told them I wouldn't pay $60 to have a tech come to insure I receive the service I pay for monthly. I thought when I contracted with Comcast, I agreed to pay them a set amount monthly and they agreed to provide me with service. I PAY monthly, where's my service?
Official Employee

Re: Being Charged for Comcast's problems


Hello jmatolek, I can assist you with getting your speed issues resolved I ran some tests on your signal and I show everything is working properly which means the problem is more than likely in your home. I can get a tech scheduled to go out and take a look for you, but first I need to verify your account information. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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