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Modem Rental Fee on Personal Modem

Regular Visitor

Modem Rental Fee on Personal Modem

Hello - getting charged a modem rental fee when I am using a personal modem.

How do I make it stop??

Thanks.

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Expert

Re: Modem Rental Fee on Personal Modem

Hi @dajacks

Thank you for visiting the forums! 

I've asked an employee to assist you. You should expect a reply in this thread. 


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!
Regular Visitor

Re: Modem Rental Fee on Personal Modem

Many thanks!

Official Employee

Re: Modem Rental Fee on Personal Modem

Hi there, dajacks. Welcome to the community and thank you for posting. I will be happy to help you out with this! Did you recently change from a leased modem to a purchased modem and about how long have you been getting incorrectly charged? These are things we will need to know/look into. It's generally a matter of verifying the way your device is listed in our billing system and then correcting the modem coding on your account to fix this going forward. Either way, I am sorry there was a discrepancy with it! Go ahead and send me a private message with your name and I will take a look.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
 

Thank you.


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.
Was your question answered? Mark the post as Best Answer!
Regular Visitor

Re: Modem Rental Fee on Personal Modem

Thanks Morgan...but when I click on your name, it sends me to your profile, but I see no icon for sending you a private message.    ???????

Official Employee

Re: Modem Rental Fee on Personal Modem

Oh no! OK, thank you for letting me know. I see you have posted publicly more than once of course and that is the main requirement to be able to send us a private message. Would you mind clearing your cache and cookies through your browser and then re-attempting? If that doesn't work, I will likely need to have your profile looked at by our Community Manager. Let me know what happens once you try that, thank you.


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.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Modem Rental Fee on Personal Modem

Good morning, dajacks. In order to access/discuss certain account specific information, we do need to be speaking with either the account holder or authorized user. We did have some communication back and forth, but I ended up not hearing back from you regarding this. I will need to go ahead and complete this interaction. If you end up getting your name added to the account, you're welcome to send me a private message to let me know so I can continue assisting from there. Thanks for your time.


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.
Was your question answered? Mark the post as Best Answer!