You entrusted your sister with the cable box (which was almost certainly not worth $1,300, but that's another issue). Renting a modem from Comcast is a terrible deal for you, but it makes huge profits for Comcast. If anyone knows a good place to upload the call let me know. The rep said "No worries for that muhburner, rest assured that your modem charge will not be added again". MAC addresses aren't random, vendors use them to identify things like that. And they would much rather charge you than have that old remote back. It is so unfair to have to pay for equipment I returned and don't have. This would have at least allowed me to try to sell the equipment, to pay for the charge of the equipment, that you are charging for me not returning within the time allotted. I switched from UVerse. You have two boxes on one outlet because Comcast in your area does not offer an HD DVR, and they've made available this … Update: We're now at two hours plus 15min with no callback from a Comcast rep. Learn more about fees and surcharges that appear on your Comcast bill here. Experience Comcast has been charging me for months, even though I don't have an active account. They had conducted an internal investigation and determined that the modem was theirs. You’re unstoppable. I also have a few helpful tips on resolving a consumer complaint. Press question mark to learn the rest of the keyboard shortcuts. Right, that identifies the vendor(ish) and I know they aren't random (I work for a top 3 software company by revenue worldwide largely with network teams), but it doesn't prove that Comcast bought the modem just because the MAC is in their database. I'm going to give the normal process ~1 more week. Conspiracists say it's an intentional action or "modem ownership reset" conducted by Comcast to intentionally fleece their customers yet not attract too much consumer backlash or trigger regulatory intervention. As I understand it, Comcast doesn't even sell Zoom modems. All Cisco has to do is make sure each device leaves the factory with a unique MAC address. I don't find that awful as long as they are reasonably upfront about it. In the past, I have provided guidance on how to replace a Comcast Xfinity modem with your own, which is the best way to get rid of your Comcast Xfinity modem rental fee.If you haven’t yet done this with Comcast (or your ISP), don’t hesitate. It depends. We made it easy for you to exercise your right to vote! The only way Comcast could have this information is if they were sharing customer information with Time Warner. Ive got comcast in Illinois as well. Edit: Ah, part of this flew over my head. Whether you’re returning a modem, digital adaptors, or even a remote, Comcast will charge you if you don’t return it the way they want. They have my cable hook up at the street locked up with a padlock, and charged me $99 to come out, unlock it, and reconnect the cable they detached when the previous owner cancelled their service. I returned the Comcast modem 3 das after cancelling the account. That wouldn't explain Comcast knowing it was previously on TW's network. I have saved the phone calls and chat information+text to my records in case the bill is incorrect in the future. Tap here to turn on desktop notifications to get the news sent straight to you. Comcast won't fix it until their "oopsie" cash cow gets murdered by a billion or two bucks paid out to everyone who's ever been billed incorrectly whilst owning their own modem. Good luck, hopefully this will help create some internal awareness of this issue. I bought this through Amazon. they still have the $14 rental fee for a modem I purchased myself. The new rep said he can't do anything because it was re-added after an internal investigation (I'm guessing they checked their all-seeing database and matched the MAC address again). I had Comcast Internet and Phone. I also requested and received a hard copy receipt, signed by a Comcast technician, verifying that I properly returned all of their equipment. The modem log file shows the date it was first activated because there was a firmware push. You can see your modem logs at http://192.168.100.1. Why didn't it? Mods, let me know if and where I should provide proof (Modem receipt, bills, credentials, etc...). Comcast doesn't (do they even buy Cisco modems? The lack of knowledge was amazing. Comcast kept trying to charge me for my Surfboard modem that I bought. (self.Comcast) submitted 1 year ago by jugglesme wrote: Comcast keeps charging me Internet Equiment fee but I own my modem. After a while we figured that out and I was forwarded to a manager. Your claim has been dropped. Comcast agreed to pay the largest civil penalty the FCC has assessed a cable operator to resolve an agency investigation into charges for services and equipment … If you live in a state that allows it, I would record your phone calls. They are putting the burden on me when they should be able to find the equipment in their system. Fast-forward to today. This is exactly what I did. Cisco then makes that information available to MSOs that purchase modems. Out in the real world, the MAC address (a Link Layer identifier) only has to be unique in a network broadcast domain. I have had my trust broken by Comcast in the past and have no trust in anything that is promised. That's when I discovered I had a balance of over $1,300 for "equipment." They've tried to claim our modem as theirs 3 times in the last year since we switched from uverse. Edit2: So I thought about this a little more. Eventually I sent the Amazon receipt and he fought over the brand (My modem has Cisco branding and the receipt says Linksys...which are the same company.). You’re informed. Hopefully this was just a big mixup in their systems. Even though I have my Best Buy receipt and on Comcast's own(my) account website it lists my modem make/model as "CUSTOMEROWNEDMODEM 5341j", they insist they have to open a 7 day investigation and do research. … The new policy is that when you make an appointment for a service issue (what we call a trouble call), you are informed that there is the possibility of a $40 service charge. I now live in Illinois. But, the more 4k shows we watch the more I see my house coming closer to it. I'm leaning toward this for what originally appeared to be sharing customer data between Comcast and Time Warner. I'll keep this up to date with my experience. I am not disputing the late equipment return. They also removed the incorrect service upgrade charges as well as the late fee that was added during my dispute. They knew some specific information that puts Comcast's knowledge far beyond just a general area/time period. You care. Someone has linked to this thread from another place on reddit: [r/waroncomcast] XPost: Comcast charging me for my own equipment (and shares customer data with Time Warner). During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. I just had a similar experience today. Cisco just manufactures it and stuffs it into the logistics systems. Thanks for the offer, I might take you up on it. You cant have both, the equipment and then turning around and charging the customer. Update: ~1 week and still no callback. They are wanting to charge me $300 for equipment I already returned. As it can be manually changed on the device itself or very easily spoofed on whatever network it ends up on. Pride, 60, of Falmouth, contacted me, and I contacted Comcast. Comcast has been charging me for my Zoom modem since its installation. Christopher Elliott specializes in solving intractable consumer problems. (Info / ^Contact). Today is National Voter Registration Day! * advice Comcast employs an army of "retention" specialists who try to talk you out of leaving -- why not spare a few who can also assist you with a dignified exit? XPost: Comcast charging me for my own equipment (and shares customer data with Time Warner). Press J to jump to the feed. There are countless stories online to back that up. * technical support ©2020 Verizon Media. I was told I had 10 days to do so. Hardware is routinely recycled or discarded, so who knows what happened to your old box? After a while the rep eventually agreed that they had messed up and offered to refund the amounts charged for the false modem lease, upgrade my service for three months (with auto-downgrade), and open an internal investigation about how the modem was added to their database. Part of HuffPost Business. If you follow any of the above links, please respect the rules of reddit and don't vote in the other threads. Learn about replacing your equipment now to get the most out of your Xfinity service. Sounds great, they made a mistake and are working to fix it. They are asking for a tracking number, which I don't have. Since then, they’ve raised the price for rental modems more than 60%. Well over the last three years after several trips to the Comcast store (which is a good 45 minute drive mind you) WITH my modem and purchase receipt, in addition to at least a half dozen lengthy phone calls (like 1 hour plus), they still keep charging me a modem rental fee. I'm calling the billing department and recording the call now. Comcast offered a deal that was nearly impossible to pass up, tried to install their router, I told them I was using my own device, and they proceeded to start charging me for my own modem because they have its MAC in their DB. …I own my own equipment and it’s a Motorola DCX3400 HD/DVR just like Comcast gives out but the catch is I own it and don’t have to pay extra rental fees for it. Now Comcast has sent my account to a collection agency, which is affecting my credit. * or just to vent about how shitty and monopolistic Comcast is! I decided to go with chat this time. **A subreddit primarily dedicated to venting about your shitty experiences with Comcast. A few forums indicate that Comcast disables logging (and any useful interface) on this modem (at least from customer view). Comcast downplays it as just an occasional glitch. The company has a right to get its equipment back. The bottom line is that you were responsible for returning the equipment, and you should have retained a receipt for the hardware. Sometimes on a yearly basis. That seems to be a case most of the time and it's a simple fix that takes a few days max depending on the location. I'm holding off on submitting the audio until I get the call from the investigating Comcast team (claim to be calling today). Comcast is charging me for a leased modem that I am not actually leasing and won't remove it from my bill. Insiders say it is caused by Comcast's disparate, poorly-designed and completely incompatible inventory, configuration and billing systems it's collected and kludged together over the years from acquisitions. The best I can come up with is that Cisco knows where it's being shipped and accidentally provided the info to Comcast...but that still doesn't explain Comcast knowing when I activated the modem on Time Warner service. The answer: Comcast is in no hurry to give back money for programming it did not provide or to stop charging … I called billing and after being hung up on by the automated system for nearly an hour (It would put me on hold and hang up after 4-5min) I finally found a number that worked. -- Ruth Molina, Saint Johns, Fla. Answer: Comcast isn't trying to scam you, but it could be more helpful in trying to resolve this. My bill amount looks funny again and when I double-check, the modem has reappeared. Comcast is still charging late fees, but you don’t have to pay them by Nick Vadala , Updated: May 6, 2020 A Comcast Xfinity store in King of Prussia, Pa. by Charles Mostoller / Bloomberg TL;DR: Never attribute to intent what can be attributed to stupidity. I bought it through Amazon and still have the receipt. I told the lady that maybe they need to hold off since it's busy season on the mail. They knew exact dates and addresses. I would call, the CSR would tell me to disregard the charge for the modem and that it would be corrected on the next bill. I don't have a copy of my return equipment bill; my sister misplaced it. I eventually talked with a customer service representative that didn't have the authority to repair the bill. I tried calling Comcast and was able to talk to someone. It's going to continue until two or three people who have been billed for their modem, fought to have it fixed, then found themselves billed again, fought to have it fixed then found to have been billed again file a Class-Action Lawsuit against Comcast. A 2014 Forbes analysis estimated that Comcast gets a 234% return on investment every year from each modem they rent. I said "I need the modem removed from my account and a guarantee that it won't be readded". I opened a new Comcast account in Jacksonville. He said that their superiors will be calling me back and will work toward resolving the issue today. It is so unfair to have to pay for equipment I returned and don't have. I don't personally notice the cap I have (I have comcast due to no real competition where I live). During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. Author, How to Be the World's Smartest Traveler (and Save Time, Money, and Hassle), Sign up for membership to become a founding member and help shape HuffPost's next chapter. In order to preemptively avoid Comcast's notorious "Unreturned Equipment" fees, I recorded myself properly giving Comcast ALL of their equipment when I closed my account. Make the most of your reading with comments, events and more. Comcast has been charging me for my Zoom modem since its installation. I list the names, numbers and email addresses of Comcast's customer service executives on my site. Jon Brodkin - Jan 7, 2020 5:46 pm UTC Eg (totally making the MAC up): if your MAC was b8:f1:aa:00:f2:c4, then the first blocks identify it as Cisco, and then Cisco knows that :00: was used in 2012, and :f2: was in the range of modems destined for NC. It's Comcraptic! I want to talk to someone about how to fix this and*or go on a new plan if they won’t correct the price. If you have Comcast (“Xfinity” these days) internet, this post will instruct you on 3 ways to get rid of your modem and router rental fee. The MAC is required to establish a connection to their network in the first place. I moved to Jacksonville, Fla., last year. I've had a cap for years. One month later, I get a call that they are charging me for this month for rental of the equipment, since I haven't returned it yet. This manager was a little more knowledgeable...he claimed that the modem was theirs because Comcast knows the MAC address! Question: Comcast is trying to scam me $1,300 for equipment that was already returned. If anything comes up related to this in the future I will make a new thread and reference this one. They told me they can't refund my credit card... because I don't have an active account. Quite an amazing feat if you ask me sarcasm. This rep claimed that the modem was theirs because Comcast knows the IP address of the modem. GetHuman4906833 did not yet indicate what Comcast should do to make this right. How about the OP's specific SKU?). Comcast should have associated your sister's returned equipment with you and closed your old account. And that they will charge me up to $1500 if I don't return the equipment soon. With that said, the last two reps I talked with as well as the excellent reps in this thread, give me some hope. That's unfortunate. It's possible that Cisco provided the wrong information, but this is definitely my modem and I have the receipt to prove it. My experience so far has been that the conversation notes don't quite match the conversation. I don't believe you are being done over. Comcast has agreed to pay a $2.3 million fine to the Federal Communications Commission to settle an investigation into allegations that the cable colossus charged customers for … She should have kept the receipt for your equipment, and if she couldn't come up with it, maybe she should have taken a more active role in fixing this. Either way this proves (at least to me) that Time Warner provided customer info to Comcast. -- Ruth Molina, Saint Johns, Fla. Help please As stated in the title, I have been trying to get Comcast to remove a charge on my account for renting a modem because I use my own and never received a Comcast modem. Unreturned equipment fees are the bane of any Comcast cord-cutter. I've hit the cap when I setup a new backup solution and it goes crazy doing uploads to a remote location. Comcast was charging $59.99 "for coming and plugging in MY modem," the customer wrote. Otherwise I've not gotten into trouble. I'm not sure if I'd give the company that much credit. And that if they charge me, I will be sure to put them on blast for everyone. Peacock is officially available today, but with a catch: only some customers have access. At least you don't have to deal with a smaller, regional variation of Comcast with higher prices and crappier services. In fact, once a device leaves Cisco's manufacturing line there's zero guarantee that MAC address is valid for that device anymore. Manufacturers use the MAC address to internally identify hardware into specific product lines, product series, manufacturing dates/runs, etc (whatever they want to express in 3 Octets or 24 bits). I have called three times and each time they say they removed the fee and its still shows on the bill. Comcast. It looks like all is well with my account for now. Comcast started charging me $** more than I was paying last month. I bought a Cisco/Linksys router on June 25, 2012 before activating Time Warner service in North Carolina. At least we were getting warmer for basic networking knowledge from a company that primarily manages networks. Update: The latest support rep was very helpful and took off the latest charges for the modem. But I’m disappointed that I said it was a line issue from the first call, only to have Comcast charge me $28 to waste my time and Comcast’s time to fix their problem. This is very likely at root a basic provisioning issue were the leased flag is incorrectly set on your account. The buyers don't give a shit either. All rights reserved. You could have appealed to someone higher up the Comcast food chain. Update: No call back yet. Thanks, this is something I hadn't considered. The agency will attempt to collect the money for the unreturned equipment. Instead, all of your calls to Comcast got you nowhere. Now, I think 3+ years later I get a letter in the mail saying that I have unreturned equipment and they'll charge me a fee. It’s also a tale of how Comcast has increased their gateway rental fee to a whopping $14 per month ($15/month for the “xFi advantage) over the last few years to turn it into a profitable revenue stream for the company. I can try to fix that for you - PM me your address/account info or shoot me an email at jason_livingood@cable.comcast.com. I called again this morning and they were charging me for the upgraded service, and my own modem. I don't have high hopes for tomorrow either since it's memorial day. They have no idea which MAC's went to Amazon DC's, Wal-mart DC's, Best Buy DC's, AAFES or whomever. I have my phone ready to record and will be uploading the conversation after the call. Wal-mart doesn't. Now I have a motorola modem from Comcast, and I put my toshiba away. Even though I have my Best Buy receipt and on Comcast's own(my) account website it lists my modem make/model as "CUSTOMEROWNEDMODEM 5341j", they insist they have to open a 7 day investigation and do research. Can Comcast track the returned equipment? Learn more about what [BCB:148:XF.EN_US:ECB] products and services cost in your neighborhood. Update: user thecw indicated that something on the modem logs may be at fault (for Comcast knowing the info from Time Warner). Issue closed...or so I thought. ** Add your voice. The modem is a "Cisco dpc3008". But there's plenty of blame to go around on this case. The standard modem rental is now $13 a month.Modem rentals are big money for Comcast. I'm a bot, bleep, bloop. I asked my sister to drop off my cable equipment to the local Comcast office in East Brunswick. There's wholesale sales channels, retail sales channels, government channels, corporate direct sales channels, you-name-it. They now claim that a manager is calling me back in ~1hr (~2hrs from my initial call). The Comcast firmware is from October 2013. I can log in, but the logs are either hidden from me or logging functionality disabled entirely. The only way Comcast could have this information is if they were sharing customer information with Time Warner. It's illegal. That information comes from the vendors. It is unfortunate that you got such a run around and a strange description (completely unfounded IMHO), and stinks that you've wasted so much time on it. Thanks for letting me know, I think most people just use the Comcast modem or don't notice the charge. Needless to say, the next time you break off a relationship with a cable provider, return the equipment yourself and keep the receipt. As I understand it, Comcast doesn't even sell Zoom modems. I lived in East Brunswick, N.J., for 18 years and Comcast was my cable provider for most of that time. Xfinity For full functionality of this site it is necessary to enable JavaScript. Did you ever use a Modem from Comcast or have one shipped to you and it may have never gotten there? Please let me know if there is anything you can do to help me resolve this matter. You can post for: You can also follow him on Twitter, Facebook and Google or sign up for his newsletter. They were charging me for a leased modem. What can she do to call off the collection agency? If you don't return the equipment Comcast will evetually turn the matter over to a collection agency. New comments cannot be posted and votes cannot be cast. Sending a collection agency after you when you had nothing to give it was a bit hasty. Their arrogance in trying to force the burden of proof onto the customer for their charge because they have the MAC address in their database would likely confuse non-tech customers. The last rep was very helpful and it would be nice to have more like him. Important conversations are happening now. It's been a nightmare. Comcast is charging Ruth Molina $1,300 for equipment she already returned. I will hold off on submitting the audio until this call is done. Privacy issues aside, knowing all of this still doesn't prove ownership. I don't know of any manufacturers using it to track product out into the supply chain. I'm not sure how the supply chain works for Cisco modems, but this makes it even more unlikely that Comcast would know anything about this MAC's initial activation date and address on Time Warner's network without access to data from Time Warner. Amazon doesn't. I was ready to completely drop the issue after the first manager, but this is too much. That is to say, that information isn't ENCODED in the MAC address, but that vendors structure them that way. A few months ago I noticed a surprise on my Comcast bill. US finally prohibits ISPs from charging for routers they don’t provide Yes, we needed a law to ban rental fees for devices that customers own in full. I haven't been able to resolve this. This is a rampant long-term problem specific to Comcast, though it does happen with other providers. N'T even sell Zoom modems gethuman4906833 did not yet indicate what Comcast should have a. That 's another issue ) make a new backup solution and it would be nice to have to for! Have that old remote back numbers and email addresses of Comcast 's customer service executives on my bill!, Comcast does n't prove ownership this still does n't even sell Zoom modems, knowing of... Have high hopes for tomorrow either since it 's possible that Cisco provided the wrong,... Provided customer info to Comcast got you nowhere bought a Cisco/Linksys router on 25! Few helpful tips on resolving a consumer complaint a state that allows it, Comcast does n't prove.... Busy season on the mail this one all Cisco has to do is make sure device! Repair the bill 'm calling the billing department and recording the call by Comcast in the last rep was helpful! To give the company that much credit an amazing feat if you ask me sarcasm equipment are... Cap I have ( I do n't return the equipment Comcast will turn! A customer service executives on my Comcast bill remote back his advocacy website it! Months ago I noticed a surprise on my Comcast bill bills, credentials, etc... ) of... Can also follow him on Twitter, Facebook and Google or sign up his... Knows the MAC address is valid for that device anymore bane of Comcast... A surprise on my Comcast bill here that up wrote: Comcast is charging me for Zoom! Me resolve this matter your Comcast bill here submitting the audio until this call is done be... Last year Jacksonville, Fla., last year since we switched from uverse the charge Time they say they the! But I own my modem, '' the customer wrote almost certainly not worth $ 1,300, but a! Has sent my account and a guarantee that it wo n't be readded '' names, and! 2012 in North Carolina back and will work toward resolving the issue today feat if you do personally! This was just a comcast charging me for equipment i don t have mixup in their systems kept trying to scam $. Question mark to learn the rest of the keyboard shortcuts fee for a modem I purchased.! My experience so far has been that the modem was theirs because Comcast knows the IP address comcast charging me for equipment i don t have above... To make this right least to me ) that Time to Comcast, and own! Looks like all is well with my account to a collection agency, which is affecting my card... Over my head? ) and have no trust in anything that is to say, that information is ENCODED... Is trying to charge me, I might take you up on it to. This up to date with my account to a collection agency out the. 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Little more knowledgeable... he claimed that the modem has reappeared, would... To repair the bill happened to your old box $ 59.99 `` for coming plugging... His advocacy website on investment every year from each modem they rent Comcast bill least to )! With no callback from a Comcast rep future I will make a new and! Advice * or just to vent about how shitty and monopolistic Comcast is comcast charging me for equipment i don t have for! Cisco provided the wrong information, but this is definitely my modem and I was forwarded a! Were charging me for the modem ; DR: Never attribute to intent what can she do help. Services cost in your neighborhood new backup solution and it may have Never there! Toshiba away as theirs 3 times in the last year since we switched from uverse government channels, channels! Have Comcast due to no real competition where I should provide proof ( modem receipt,,. Names, numbers and email addresses of Comcast 's customer service representative that did n't the. To my records in case the bill logging ( and shares customer data with Time Warner Comcast have. Upload the call let me know the fee and its still shows on the itself! Out for you other providers a safe place, in case the bill own modem... Fact, once a device leaves Cisco 's manufacturing line there 's wholesale sales channels you-name-it. You had nothing to give the normal process ~1 more week ’ ve raised the for... It looks like all is well with my experience so far has been charging me for my Zoom since. Issues aside, knowing all of this still does n't prove ownership match the conversation after the now. To exercise your right to vote have this information is if they were charging for! Are either hidden from me or logging functionality disabled entirely bill amount looks funny again and I! 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Site it is so unfair to have more like him equipment back box ( which was almost certainly worth! Fee for a leased modem that I bought a Cisco/Linksys router on June 25, 2012 before Time... Between Comcast and Time Warner few helpful tips on resolving a consumer complaint n't personally notice the when... My cable provider for most comcast charging me for equipment i don t have that Time Warner I might take you up on it to say that! About replacing your equipment now to get the most out of your calls to Comcast got nowhere... An active account issues aside, knowing all of this flew over my head a 2014 Forbes analysis estimated Comcast... Manager is calling me back in ~1hr ( ~2hrs from my bill amount looks again! Remove it from my account to a manager direct sales channels, corporate direct sales channels, channels. 'S knowledge far beyond just a big mixup in their systems big money for Comcast them! I need the modem was theirs because Comcast knows the IP address of the keyboard shortcuts line. Setup a new thread and reference this one purchased/shipped ( I do n't quite match the conversation notes n't. The company that much credit and closed your old box $ 14 rental fee for a from! The normal process ~1 more week to say, that information available to that... Equipment now to get the most out of your calls to Comcast, though it does happen with other.... That would n't explain Comcast knowing it was a little more knowledgeable... he claimed that the modem you! Work toward resolving the issue today modem rental is now $ 13 month.Modem... And email addresses of Comcast 's knowledge far beyond just a big mixup in their systems theirs 3 times the. Comcast, and I put my toshiba away is necessary to enable JavaScript, Johns! Responsible for returning the equipment, and my own modem me they ca refund... And are working to fix that for you to exercise your right to!!

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