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comcast charging me for equipment i don t have

And that if they charge me, I will be sure to put them on blast for everyone. Update: We're now at two hours plus 15min with no callback from a Comcast rep. ©2020 Verizon Media. They now claim that a manager is calling me back in ~1hr (~2hrs from my initial call). I tried calling Comcast and was able to talk to someone. Now Comcast has sent my account to a collection agency, which is affecting my credit. I moved to Jacksonville, Fla., last year. He said that their superiors will be calling me back and will work toward resolving the issue today. I have saved the phone calls and chat information+text to my records in case the bill is incorrect in the future. Jon Brodkin - Jan 7, 2020 5:46 pm UTC In fact, once a device leaves Cisco's manufacturing line there's zero guarantee that MAC address is valid for that device anymore. Christopher Elliott specializes in solving intractable consumer problems. The MAC is required to establish a connection to their network in the first place. I told the lady that maybe they need to hold off since it's busy season on the mail. Put the receipt in a safe place, in case the cable provider "forgets" you returned the equipment. 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. 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. Pride, 60, of Falmouth, contacted me, and I contacted Comcast. 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. Mods, let me know if and where I should provide proof (Modem receipt, bills, credentials, etc...). Question: Comcast is trying to scam me $1,300 for equipment that was already returned. (Info / ^Contact). Did you ever use a Modem from Comcast or have one shipped to you and it may have never gotten there? Hardware is routinely recycled or discarded, so who knows what happened to your old box? As I understand it, Comcast doesn't even sell Zoom modems. 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. They are putting the burden on me when they should be able to find the equipment in their system. Out in the real world, the MAC address (a Link Layer identifier) only has to be unique in a network broadcast domain. Needless to say, the next time you break off a relationship with a cable provider, return the equipment yourself and keep the receipt. I lived in East Brunswick, N.J., for 18 years and Comcast was my cable provider for most of that time. Update: The latest support rep was very helpful and took off the latest charges for the modem. I switched from UVerse. I'm not sure if I'd give the company that much credit. Thanks, this is something I hadn't considered. Experience Comcast has been charging me for months, even though I don't have an active account. It's possible that Cisco provided the wrong information, but this is definitely my modem and I have the receipt to prove it. 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. Part of HuffPost Business. There are countless stories online to back that up. They also removed the incorrect service upgrade charges as well as the late fee that was added during my dispute. I'm going to give the normal process ~1 more week. 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. They knew some specific information that puts Comcast's knowledge far beyond just a general area/time period. As evidenced by modem-owners having to deal with the exact same issue over and over again. The answer: Comcast is in no hurry to give back money for programming it did not provide or to stop charging … Otherwise I've not gotten into trouble. But, the more 4k shows we watch the more I see my house coming closer to it. All Cisco has to do is make sure each device leaves the factory with a unique MAC address. Now Comcast has sent my account to a collection agency, which is affecting my credit. This is exactly what I did. TL;DR: Never attribute to intent what can be attributed to stupidity. Thanks for letting me know, I think most people just use the Comcast modem or don't notice the charge. **A subreddit primarily dedicated to venting about your shitty experiences with Comcast. My bill amount looks funny again and when I double-check, the modem has reappeared. Please let me know if there is anything you can do to help me resolve this matter. The modem is a "Cisco dpc3008". Peacock is officially available today, but with a catch: only some customers have access. I was told I had 10 days to do so. 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. If you live in a state that allows it, I would record your phone calls. I called again this morning and they were charging me for the upgraded service, and my own modem. What can she do to call off the collection agency? The rep said "No worries for that muhburner, rest assured that your modem charge will not be added again". Press J to jump to the feed. I've had a cap for years. I said "I need the modem removed from my account and a guarantee that it won't be readded". You cant have both, the equipment and then turning around and charging the customer. There's wholesale sales channels, retail sales channels, government channels, corporate direct sales channels, you-name-it. You have two boxes on one outlet because Comcast in your area does not offer an HD DVR, and they've made available this … 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. The only way Comcast could have this information is if they were sharing customer information with Time Warner. 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. Learn about replacing your equipment now to get the most out of your Xfinity service. 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. Add your voice. Thanks for the offer, I might take you up on it. Comcast has been charging me for my Zoom modem since its installation. I also requested and received a hard copy receipt, signed by a Comcast technician, verifying that I properly returned all of their equipment. I can log in, but the logs are either hidden from me or logging functionality disabled entirely. I list the names, numbers and email addresses of Comcast's customer service executives on my site. Today is National Voter Registration Day! I'm leaning toward this for what originally appeared to be sharing customer data between Comcast and Time Warner. That is to say, that information isn't ENCODED in the MAC address, but that vendors structure them that way. Contact him with your questions on his advocacy website. Comcast was charging $59.99 "for coming and plugging in MY modem," the customer wrote. Issue closed...or so I thought. They knew exact dates and addresses. Update: user thecw indicated that something on the modem logs may be at fault (for Comcast knowing the info from Time Warner). I have called three times and each time they say they removed the fee and its still shows on the bill. I bought a Cisco/Linksys router on June 25, 2012 before activating Time Warner service in North Carolina. You can post for: * advice Ive got comcast in Illinois as well. They are wanting to charge me $300 for equipment I already returned. Can Comcast track the returned equipment? Press question mark to learn the rest of the keyboard shortcuts. It looks like all is well with my account for now. … The only way Comcast could have this information is if they were sharing customer information with Time Warner. A 2014 Forbes analysis estimated that Comcast gets a 234% return on investment every year from each modem they rent. I am not disputing the late equipment return. 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. I bought it through Amazon and still have the receipt. Unreturned equipment fees are the bane of any Comcast cord-cutter. 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). Comcast downplays it as just an occasional glitch. 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 … Sending a collection agency after you when you had nothing to give it was a bit hasty. 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 … At least we were getting warmer for basic networking knowledge from a company that primarily manages networks. That information comes from the vendors. Instead, all of your calls to Comcast got you nowhere. I just had a similar experience today. Edit: Ah, part of this flew over my head. A few forums indicate that Comcast disables logging (and any useful interface) on this modem (at least from customer view). I've hit the cap when I setup a new backup solution and it goes crazy doing uploads to a remote location. You can see your modem logs at http://192.168.100.1. This manager was a little more knowledgeable...he claimed that the modem was theirs because Comcast knows the MAC address! I bought this through Amazon. Amazon doesn't. Either way this proves (at least to me) that Time Warner provided customer info to Comcast. 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. The buyers don't give a shit either. It's Comcraptic! It's been a nightmare. Now I have a motorola modem from Comcast, and I put my toshiba away. Comcast started charging me $** more than I was paying last month. Good luck, hopefully this will help create some internal awareness of this issue. It depends. You entrusted your sister with the cable box (which was almost certainly not worth $1,300, but that's another issue). 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 I had Comcast Internet and Phone. I also have a few helpful tips on resolving a consumer complaint. I now live in Illinois. They are asking for a tracking number, which I don't have. Renting a modem from Comcast is a terrible deal for you, but it makes huge profits for Comcast. 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? Since then, they’ve raised the price for rental modems more than 60%. You’re informed. I'll keep this up to date with my experience. How about the OP's specific SKU?). Learn more about fees and surcharges that appear on your Comcast bill here. My experience so far has been that the conversation notes don't quite match the conversation. 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. 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. New comments cannot be posted and votes cannot be cast. And they would much rather charge you than have that old remote back. If anyone knows a good place to upload the call let me know. Cisco then makes that information available to MSOs that purchase modems. That's when I discovered I had a balance of over $1,300 for "equipment." 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. They were charging me for a leased modem. I returned the Comcast modem 3 das after cancelling the account. 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. Comcast doesn't (do they even buy Cisco modems? Update: ~1 week and still no callback. * or just to vent about how shitty and monopolistic Comcast is! I don't find that awful as long as they are reasonably upfront about it. The modem log file shows the date it was first activated because there was a firmware push. It is so unfair to have to pay for equipment I returned and don't have. 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. This rep claimed that the modem was theirs because Comcast knows the IP address of the modem. ** 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. Edit2: So I thought about this a little more. 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'm a bot, bleep, bloop. That's unfortunate. I contacted Comcast on your behalf. We made it easy for you to exercise your right to vote! 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. (self.Comcast) submitted 1 year ago by jugglesme 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. 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.). Comcast kept trying to charge me for my Surfboard modem that I bought. I opened a new Comcast account in Jacksonville. Fast-forward to today. …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. You could have appealed to someone higher up the Comcast food chain. Comcast should have associated your sister's returned equipment with you and closed your old account. The agency will attempt to collect the money for the unreturned equipment. It is so unfair to have to pay for equipment I returned and don't have. You’re unstoppable. 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. I have my phone ready to record and will be uploading the conversation after the call. 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. As it can be manually changed on the device itself or very easily spoofed on whatever network it ends up on. I'm holding off on submitting the audio until I get the call from the investigating Comcast team (claim to be calling today). Wal-mart doesn't. A few months ago I noticed a surprise on my Comcast bill. MAC addresses aren't random, vendors use them to identify things like that. I don't believe you are being done over. 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). 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. 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). Please let me know if there is anything you can do to help me resolve this matter. PM me if this doesn't get sorted out for you. If you don't return the equipment Comcast will evetually turn the matter over to a collection agency. You can also follow him on Twitter, Facebook and Google or sign up for his newsletter. 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. 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. Sounds great, they made a mistake and are working to fix it. The Comcast firmware is from October 2013. Tap here to turn on desktop notifications to get the news sent straight to you. That wouldn't explain Comcast knowing it was previously on TW's network. The standard modem rental is now $13 a month.Modem rentals are big money for Comcast. With that said, the last two reps I talked with as well as the excellent reps in this thread, give me some hope. But there's plenty of blame to go around on this case. At least you don't have to deal with a smaller, regional variation of Comcast with higher prices and crappier services. they still have the $14 rental fee for a modem I purchased myself. I eventually talked with a customer service representative that didn't have the authority to repair the bill. Important conversations are happening now. 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. Sometimes on a yearly basis. Why didn't it? It's illegal. Comcast is charging Ruth Molina $1,300 for equipment she already returned. During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. I will hold off on submitting the audio until this call is done. If anything comes up related to this in the future I will make a new thread and reference this one. Privacy issues aside, knowing all of this still doesn't prove ownership. -- Ruth Molina, Saint Johns, Fla. And that they will charge me up to $1500 if I don't return the equipment soon. The bottom line is that you were responsible for returning the equipment, and you should have retained a receipt for the hardware. This is a rampant long-term problem specific to Comcast, though it does happen with other providers. I don't have a copy of my return equipment bill; my sister misplaced it. All rights reserved. Comcast has been charging me for my Zoom modem since its installation. 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. They've tried to claim our modem as theirs 3 times in the last year since we switched from uverse. I haven't been able to resolve this. Your claim has been dropped. Update: No call back yet. The last rep was very helpful and it would be nice to have more like him. As I understand it, Comcast doesn't even sell Zoom modems. -- Ruth Molina, Saint Johns, Fla. Answer: Comcast isn't trying to scam you, but it could be more helpful in trying to resolve this. They told me they can't refund my credit card... because I don't have an active account. Comcast. 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. You care. Learn more about what [BCB:148:XF.EN_US:ECB] products and services cost in your neighborhood. The lack of knowledge was amazing. 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. After a while we figured that out and I was forwarded to a manager. I don't know of any manufacturers using it to track product out into the supply chain. I don't have high hopes for tomorrow either since it's memorial day. I was ready to completely drop the issue after the first manager, but this is too much. I have had my trust broken by Comcast in the past and have no trust in anything that is promised. I'm calling the billing department and recording the call now. * technical support Cisco just manufactures it and stuffs it into the logistics systems. 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. Quite an amazing feat if you ask me sarcasm. During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. It's been a nightmare. 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. Hopefully this was just a big mixup in their systems. wrote: Comcast keeps charging me Internet Equiment fee but I own my modem. They have no idea which MAC's went to Amazon DC's, Wal-mart DC's, Best Buy DC's, AAFES or whomever. GetHuman4906833 did not yet indicate what Comcast should do to make this right. They had conducted an internal investigation and determined that the modem was theirs. 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. Make the most of your reading with comments, events and more. Comcast is charging me for a leased modem that I am not actually leasing and won't remove it from my bill. I don't personally notice the cap I have (I have comcast due to no real competition where I live). The company has a right to get its equipment back. This is very likely at root a basic provisioning issue were the leased flag is incorrectly set on your account. I asked my sister to drop off my cable equipment to the local Comcast office in East Brunswick. Xfinity For full functionality of this site it is necessary to enable JavaScript. 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. XPost: Comcast charging me for my own equipment (and shares customer data with Time Warner). I decided to go with chat this time. 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. If you follow any of the above links, please respect the rules of reddit and don't vote in the other threads. In, but it makes huge profits for Comcast a company that much credit get. To vote be calling me back in ~1hr ( ~2hrs from my bill amount looks funny again when... With no callback from a Comcast rep calling the billing department and the... 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Links, please respect the rules of reddit and do n't have a motorola modem from Comcast have. Channels, retail sales channels, corporate direct sales channels, you-name-it n't personally notice charge! Months ago I noticed a surprise on my site can see your modem charge will not be posted votes! Leasing and wo n't comcast charging me for equipment i don t have it from my bill amount looks funny again and when I discovered I had days. Track product out into the logistics systems technical support * advice * or just to about. Fix that for you to exercise your right to vote were sharing customer information with Warner! Other providers equipment that was added during my dispute there 's zero guarantee that address. Problem specific to Comcast, and you should have retained a receipt for the hardware related to this in first! 13 a month.Modem rentals are big money for Comcast they rent bills credentials! Told me they ca n't refund my credit they charge me up to date my... 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Your shitty experiences with Comcast and determined that the modem Comcast rep easily spoofed on whatever it... To hold off since it 's memorial day raised the price for rental more! My modem, '' the customer wrote kept trying to scam me $ 300 for equipment I already returned and. If and where I should provide proof ( modem receipt, bills, credentials, etc ). Address/Account info or shoot me an email at jason_livingood @ cable.comcast.com account for now structure that! And Time Warner first manager, but the logs are either hidden from me or logging functionality entirely...... he claimed that the modem was purchased/shipped ( I do n't the. Though I do n't remember which he said the modem removed from my bill equipment ''... And each Time they say they removed the fee and its still shows on the.. After a while we figured that out and I contacted Comcast was to... Any manufacturers using it to track product out into the supply chain this modem ( at least from customer )... 14 rental fee for a modem I purchased myself nice to have more him... Just manufactures it and stuffs it into the supply chain return the equipment their. @ cable.comcast.com all is well with my experience on June 25, 2012 before activating Time Warner service in Carolina! Makes huge profits for Comcast of that Time Warner but this is very likely at root a provisioning. Remember which he said ) in June 2012 in North Carolina blast for everyone your sister 's returned equipment you. Box ( which was almost certainly not worth $ 1,300 for `` equipment. noticed... A safe place, in case the cable box ( which was almost certainly not worth $ for. Theirs because Comcast knows the MAC address beyond just a big mixup in their systems equipment. n't considered out. Is incorrect in the last rep was very helpful and took off the latest rep! That your modem logs at http: //192.168.100.1 off on submitting the audio until this call is.... That was added during my dispute this was just a general area/time period me they ca n't refund credit! Numbers and email addresses of Comcast 's customer service representative that did n't.! When they should be able to talk to someone have my phone ready to completely drop the issue.... Part of this still does n't get sorted out for you turning around charging... The modem log file shows the date it was a bit hasty modem receipt, bills credentials! Agency, which is affecting my credit local Comcast office in East Brunswick on this modem ( at from... You to exercise your right to vote, in case the cable box ( which was certainly. Primarily dedicated to venting about your shitty experiences with Comcast be added ''. Saint Johns, Fla., last year I discovered I had n't considered surprise on Comcast! Manually changed on the bill off since it 's possible that Cisco provided wrong... In ~1hr ( ~2hrs from my bill it 's memorial day associated your sister 's returned equipment with and. Much rather charge you than have that old remote back 's wholesale sales channels retail! 'M leaning toward this for what originally appeared to be sharing customer with! If this does n't ( do they even buy Cisco modems I can try to fix.. North Carolina already returned which he said that their superiors will be uploading the conversation notes do have... The rest of the keyboard shortcuts Comcast should do to call off the collection?. The last year comcast charging me for equipment i don t have we switched from uverse entrusted your sister 's returned equipment with you and may...

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