Community Forum

Modem Charge for Owned Modem

Xfinity Forum Archive
About the archive project

Xfinity Forum Archive...

This is an archived section of the community.

Content in this area has been identified as outdated or irrelevant.

This change was done in an effort to make the forum easier to use and to keep only the most helpful and recent content active.

Post your questions in the Xfinity Community

New Poster

Modem Charge for Owned Modem

When I first installed Xfinity, I opted to buy my own modem instead of being charge $10/month.  I ordered a modem from a reputable company and installed it.  I made sure I ordered the exact same model that my installer provided for compatibility purposes.  I returned the original modem and activated my own.  

 

Since I installed my own modem, I have been receiving the monthly charge instead of having it waived.  When I contacted Customer Service, I was told that the model automatically shows that it is an Xfinity-owned modem.  I contacted my vendor that sold me the modem and they told me that if Comcast could provide me written proof that this is a company-owned modem they would provide me with a replacement.  This has not happened.

 

Customer Service has been totally unable to provide me with documentation that this is a company-owned modem when in fact I bought it outright from a legitimate vendor.

 

In 2016, Comcast was ordered to pay $2.3 million to the FCC for charging customers for services and equipment that they did not subscribe to.  My case is similar to those previous complaints.  If this matter is not resolved, I will write the FCC with my own complaint.

Expert

Re: Modem Charge for Owned Modem


@dvdirv wrote:

When I first installed Xfinity, I opted to buy my own modem instead of being charge $10/month.  I ordered a modem from a reputable company and installed it.  I made sure I ordered the exact same model that my installer provided for compatibility purposes.  I returned the original modem and activated my own.  

 

Since I installed my own modem, I have been receiving the monthly charge instead of having it waived.  When I contacted Customer Service, I was told that the model automatically shows that it is an Xfinity-owned modem.  I contacted my vendor that sold me the modem and they told me that if Comcast could provide me written proof that this is a company-owned modem they would provide me with a replacement.  This has not happened.

 

Customer Service has been totally unable to provide me with documentation that this is a company-owned modem when in fact I bought it outright from a legitimate vendor.

 

In 2016, Comcast was ordered to pay $2.3 million to the FCC for charging customers for services and equipment that they did not subscribe to.  My case is similar to those previous complaints.  If this matter is not resolved, I will write the FCC with my own complaint.


What is this reputable legitimate company?

Do you have a receipt of purchase?


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Modem Charge for Owned Modem

Yes, to both concerns.  I submitted my proof of purchase to Comcast, but it made no difference to them!

Expert

Re: Modem Charge for Owned Modem

What is the name of this reputable legitimate company?


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!