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Keep being charged for modem I own

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Regular Visitor

Keep being charged for modem I own

After reading numerous other posts I realize now I am not alone.  In September 2017 I purchased my own Cisco modem and returned my Comcast Cisco (same model) modem to the local Xfinity store (have receipt for the purchased modem and the returned modem).  Not long after I received my monthly bill and Comcast charged me for model rental.  I used the Chat resource to explain the situation and was credited for that month.  The next month the same thing happened.  Needless-to-say this has gone on since September.  At one point over the holidays I even brought my purchase receipt into the local Xfinity store (upon being asked to do this by the Chat customer service team).  They assured me this would fix it.  They noted this on my account and changed the modem from "rented" to "owned".  Fast forward, I get another model rental charge.  Called customer service and spoke to a nice lady (they've all been nice but can't fix the problem) who spent about a week investigating only to get back to me and tell me her Investigative team says Comcast owns the modem.  I told her to provide me with paper documentation to show this because I have a receipt showing I own it.  After reading many different forums (comcast and otherwise) I realize this is a BIG problem at Comcast and one they don't seem to own.  For $11/month they are about to lose $750-$1,000/yr of my business.  

Official Employee

Re: Keep being charged for modem I own

Hello, I would like to assist you with this issue from here. Can you provide the full name on the account and phone number or account number? To send a private message click on my name, then click private message me.

Contributor

Re: Keep being charged for modem I own

For the 5 th time in 6 years, I am once again being charged for the rental of my own modem. Got an email in forming of the change, effective immediately. Also in tha emai, i am now being charged for the rental of my one and only Cable card which by law is supposed to be free . Cable modem is now $11.00 per month and my free cable card is now $9.95.The gouging is getting absurd and the pain in the neck process of fixing it is not worth the trouble. Why? because it is never really fixed and the only answer is "credits" or new packages that start the process all over again. 

 

Even though I have had "packages" of service with "locked in prices", I now am charged $8.00 per month for local Broadcast channels that come in better on a Leaf antenna than they do through Comcast. Then there is the "regional Sports fee" which is used to jack up the price for sports channels also supposedly part of those packages. Then there is the DTA, a $30.00 piece of equipment that was free when Xfinity shut off the analog channels and then went to $1.95/mo and is now $5.95 month.

 

I am assuming all these charges are an attempt to make up for all the revenue Comcast is losing to Cord Cutters. Well be my guest. I am joining their ranks as soon as I can change internet companies.  I fully expect to get a letter demanding the return of my modem with threats of ruining my credit etc. Let the fireworks begin!!

Contributor

Re: Keep being charged for modem I own

So I was told I do own the modem yesterday and the charges will be dropped. Extra charges are still there. I asked for an email telling me i own it. Was promised that. Nope.

Now they are researching this . Which means the people on the phone can't fix a billing problem ande if they tell you they have , they lied to get rid of you.I wondere how many thousands of customers just got the same charges added back on their bills. I hope they live in a competitive market as I do.

Regular Visitor

Re: Keep being charged for modem I own

Learned long ago of Comcast shady billing practices regarding modems owned by customer. And if you wish to turn in a Comcast-owned modem, it had to be returned to a Fort Lauderdale location  with a notoriously 4-hour plus standing only line. No accommodations for elderly or disabled who cannot stand in a 4-hour plus long waiting line. My solution was to send the Comcast modem back by UPS to the Comcast service location physical address.. With the Comcast Modem serial number and Modem model number entered  as refererence right on my printed UPS label. Then I saved that label for myself, for the periodic proof of return they kept trying to obtain, as well as screenshot of the signature of Comcast employ who received the package. Comcast also tried this ploy when we lived in GA, and moved to WA, then to FL. It is a universal Comcast business practice to attempt to bill for returned equipment. Three states, three identical experiences. They keep trying to collect from me after years of this game, but I have the proof. Shame on Comcast for this shoddy behavior. We are partial cord cutters here due to this company’s business practices. So tell me Comcast, how is our new Baby Boomer customer cord cutting business model now working for you?! How do you like us turning the tables on you, declining to play your game anymore?

Contributor

Re: Keep being charged for modem I own

So I dropped service from Comcast last week completly, get internet from a competitor. Turned in 2 HD boxes , one DTA and a Cable card plus 3 broken Comcast remotes. Was asked why I disconnecting, I said because they had started charging me again, for the 5th time for a modem I own. I told them the last time it took 4 months to fix and that a member of management told me it would never happen again. I was no longer interested in some new package to placate me and I said the gouge fees fees were simply  no longer acceptable. I was told I still needed to return the modem! And, If I did not, I would be charged $149.00 for it and it would eventually be sent to collections. I asked them If I paid the fee , would it now be mine? She said no, it is always "ours". I then told them there was a "ticket" on this issue, She siad that may or may not stop the charge. I asked  can anyone tell me when the ticket is resolved? She said no .Its like a Monty Python skit. I only wish I had this on video so I could make a youtube of it.

Official Employee

Re: Keep being charged for modem I own

Hi randyhouse, 

 

I'm sorry for the experience you're having with the modem rental fee. I'm not sure of where you purchased your modem, but because of situations like this, we recommend customers purchase modems from certified third-party retailers. Sometimes when customers leave our company, they will sell their rental equipment instead of returning it. If/when the equipment is sold to another customer and it is activated for our services, we are able to identify that equipment as not being returned to our inventory. This may be the reason the service center agent said that she would not be able to provide you with a refund and that we would not be able to "sale" the modem to you. I apologize for the inconvenience. Please reach out in the future if you need to. 

Contributor

Re: Keep being charged for modem I own

Unbelieveable response! I went through this issue 5 times. Twice with this same modem. Were they wrong these last two times? Now they are right? What a bunch of inept screw ups! I was issued credits and special "packages" to mend the broken fence sevral times. I have had this issues with sevral modems I own going back 6 years years. Thousands of others go through this abuse to.

 

Is it or is it not my modem?

 

I was expressly told they never had it in their system nor was it somehow stolen. What changed? Some inept keyboard operator taps a keyboard incorrectly and it becomes my job to prove ownership?

 

Comcast has a seriously flawed inventory system that causes these problems. It is as if they really dont want us to own our own equipment. It then assumes the customer is wrong and makes the customer prove otherwise. Now the implication is the modem was essentially stolen. Is that what you are saying? I  now own your stolen equipment? Speak plainly! 

 

I have specifically asked for such proof several times over 4 years ago and did so again two weeks ago. No repsonse. This is why I am no longer a Comcast customer and would never recommend Comcast to anyone .

Frequent Visitor

Re: Keep being charged for modem I own

Comcast's response to this is atroicious.  

If the modem is stolen,  the proper way to handle this would be to BLACKLIST the MAC address from your network.  Not try to appopriate the stolen hardware back through some vigilante policy.     

If you are saying the modem is stolen, then as a victim of theft Comcast should have filed a police report, right?  Does Comcast have a invoice, or police report to back up the assertion that the modem was theirs and was stolen?  

I know I'm just shouting at air here, and I don't beleive we will see a solution through anything short of litigation or lobbying the appopriate local, state, and federal oversight agencies until existing law is enforced.      

Contributor

Re: Keep being charged for modem I own

You are of course correct. This can even be done on the simplest of routers. I spent 27 years in the Cable Business, I would bet money their inventory system is capable of this . Usually there are actually two, even three,distinct systems Warehouse, billing and a controller which actually sends the commands and authorizations over the system. They should be linked on a netowrk to avoid the obvious issues that come from multiple human entry errors and have real time update capabilties this way.

 

In the sytems I worked in, once a box or modem was black listed, it took elevated system acces to change its status. Even boxes not black listed need someone to reauthorize them if they showed up suddenly via the underground market.

But all this assumes everything everywhere is set up consistently  . Same with the training. There are so many toggles and bizarre unexpected even improbable issues that pop up and its takes a real dedicated employee to root them out. Often system set up prameters are on default and any operator can manipulate them having no idea how they can mess things up, or worse, steal.

 

Often there are turf issues involved and managerial prestige that perpetuates the issues rather than fixing them. I once rooted out over 3,000 cable boxes that were fully authorized, getting everything, and not one was in the billing system, and none were in the inventory system. How did this happen? The system was too cheap to wire link the computer that contolled the boxes to the billing and inventory one. So they put the controller on wheels, left it out in a hall way for anybody to access and someone took a truck load of boxes off the loading dock, bar coded the serial numbers and mac address into the controller and bulk authorized them.

 

The fun part was linking the two computers then changing all of the access authorizations, locking the controller down resrticting its access and forcing a manageable several hundred to die every night and eventually many of them turned up.

 

We never took it out on the customers who called in. And we told our emplyees to never suggest the person calling stole them or that we suspected they may be stolen. In fact we didnt care how they got them. We thanked them for calling in, sent them to an employee who understood how to properly activate them and we gave them a free month of HBO for their honestly.

 

Also, the manufactuers pre-initialized these with system codes unique to the system who purchased them. This prevented them from being used at another system and they could even be set up to only work in specific neighborhoods or town.

 

We made lemonade from lemons and gained customers, not lost them.

 

Frequent Visitor

Re: Keep being charged for modem I own


@ComcastChe wrote:

Hi randyhouse, 

 

... I'm not sure of where you purchased your modem, but because of situations like this, we recommend customers purchase modems from certified third-party retailers. ...


 

 

When I go to http://mydeviceinfo.xfinity.com/ it shows me modems and links directly to Amazon.com.  This is where exactly how/where I purchased my modem.  

May we please know where we can find the official "certified third-party retailers" list at?  

 

I've read on this forum of ppl buying retail modems from Best Buy and having the same issue.

Contributor

Re: Keep being charged for modem I own

You are exactly right. I bought my first two modems at Bestbuy. Even bought a Comcast modem install kit. The first was a linksys Docis 2. I was later erroneously charged for this after I did a service change. At some point a few years later I got a letter from Comcast saying that I need to upgrade my modem to one that suported Docis 3. Bought that one at Bestbuy also. a Motorola Surfboard. This modem got rental fees applied on and off to. I got so fed up with this and other issues I threatened to turn of my service and of course i was escalated to a "specialist". Specialist in upselling. I was talked into taking a package that included Comcast voice. My old modem was not compatible so I decided to rent one of their all one wifi router combos. It was junk. terrible coverage, slow and it kept defaulting me to hosting an Xfinity Hotspot, even when I got into the firmaware and disabled it. It came back.

I went on line, bought a "Comcast Approved" Arris voice modem, hooked it back up to my old router and they authorized it and it showed up as "customer owned Equipment" until 2 weeks ago.

Its bunk that where you buy your modem matters. The Comcast inventory system is totally fouled up, it was never fixed as promised and the same chronic experiment with your customers tolerance levels continues.

Official Employee

Re: Keep being charged for modem I own

 

fg9606, please send me a private message with your full name, address, and phone number so I can look into this modem charge. 

 

Randyhouse, we are working with you on another thread and can finish the discussion there. 

Contributor

Re: Keep being charged for modem I own

I thought I would let everyone know that the folks at Comcast figured out that my modem was in fact mine. All fees and charges were dropped. I should not have to take this much effort but it proves that making noise and being persistent works.

 

Thanks to everyone who got this issue resolved.