We've had our own modem through our comcast service for about 2 years now. Amazon shows we purchased it in September of 2017. However, we just recently had issues with our service and when on the phone, we were asked what kind of modem we had. When I said we had our own, they must've made changes to our account reflecting this. When I just signed onto my computer, I got an alert that rental equipment had been cancelled... When I called, they told me that it was because we were using our own modem... which we had been using for 2 years... which comcast knew about since you have to set it up through them... So the person on the phone told us that in order to receive any reimbursement for the 2 YEARS we've been getting charged $10/month for the rental fee for a unit we RETURNED once we set up our new one, we have to provide some sort of proof that we actually returned the unit. No receipt, no emails, we have nothing from our end saying we did. However, we know that we did, and Comcast also obviously knows because they cancelled our rental and aren't requiring us to either return our equipment or pay a fine to them for the equipment. We've been long time customers of Comcast and I know I am getting ripped off. They know they got the modem back, which is why they aren't charging us for it. But they know they'll owe us money if they say they have it... I want to be reimbursed for those almost 2 years... totalling almost $240 in rental fees for a piece of equipment we returned. Anyone have a similar experience, and how did you go about getting it settled? We've had about enough with Comcast's practices, especially with recent service interruptions on their end that they can't even get someone out to fix because of something wrong with their system... all while charging us full price for services we can't use.
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