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comcast charging me for equipment i don t have

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. Instead, all of your calls to Comcast got you nowhere. I had Comcast Internet and Phone. The company has a right to get its equipment back. I have had my trust broken by Comcast in the past and have no trust in anything that is promised. Update: ~1 week and still no callback. Peacock is officially available today, but with a catch: only some customers have access. Either way this proves (at least to me) that Time Warner provided customer info to Comcast. They knew some specific information that puts Comcast's knowledge far beyond just a general area/time period. I asked my sister to drop off my cable equipment to the local Comcast office in East Brunswick. I don't have high hopes for tomorrow either since it's memorial day. Comcast started charging me $** more than I was paying last month. 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. Please let me know if there is anything you can do to help me resolve this matter. We made it easy for you to exercise your right to vote! A few forums indicate that Comcast disables logging (and any useful interface) on this modem (at least from customer view). Comcast kept trying to charge me for my Surfboard modem that I bought. But there's plenty of blame to go around on this case. After a while we figured that out and I was forwarded to a manager. Part of HuffPost Business. Press J to jump to the feed. 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.). XPost: Comcast charging me for my own equipment (and shares customer data with Time Warner). That's when I discovered I had a balance of over $1,300 for "equipment." The lack of knowledge was amazing. TL;DR: Never attribute to intent what can be attributed to stupidity. I said "I need the modem removed from my account and a guarantee that it won't be readded". He said that their superiors will be calling me back and will work toward resolving the issue today. I don't have a copy of my return equipment bill; my sister misplaced it. New comments cannot be posted and votes cannot be cast. How about the OP's specific SKU?). You can see your modem logs at http://192.168.100.1. It is so unfair to have to pay for equipment I returned and don't have. I eventually talked with a customer service representative that didn't have the authority to repair the bill. This manager was a little more knowledgeable...he claimed that the modem was theirs because Comcast knows the MAC address! Learn about replacing your equipment now to get the most out of your Xfinity service. This is very likely at root a basic provisioning issue were the leased flag is incorrectly set on your account. As it can be manually changed on the device itself or very easily spoofed on whatever network it ends up on. 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. It looks like all is well with my account for now. Sounds great, they made a mistake and are working to fix it. * or just to vent about how shitty and monopolistic Comcast is! Edit: Ah, part of this flew over my head. Needless to say, the next time you break off a relationship with a cable provider, return the equipment yourself and keep the receipt. Sometimes on a yearly basis. I now live in Illinois. As I understand it, Comcast doesn't even sell Zoom modems. Hardware is routinely recycled or discarded, so who knows what happened to your old box? Edit2: So I thought about this a little more. I'll keep this up to date with my experience. they still have the $14 rental fee for a modem I purchased myself. The answer: Comcast is in no hurry to give back money for programming it did not provide or to stop charging … Now Comcast has sent my account to a collection agency, which is affecting my credit. 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). I'm leaning toward this for what originally appeared to be sharing customer data between Comcast and 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. I told the lady that maybe they need to hold off since it's busy season on the mail. 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. 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. 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'm holding off on submitting the audio until I get the call from the investigating Comcast team (claim to be calling today). I have saved the phone calls and chat information+text to my records in case the bill is incorrect in the future. I will hold off on submitting the audio until this call is done. Hopefully this was just a big mixup in their systems. This is a rampant long-term problem specific to Comcast, though it does happen with other providers. If you live in a state that allows it, I would record your phone calls. Comcast has been charging me for my Zoom modem since its installation. 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. (self.Comcast) submitted 1 year ago by jugglesme Privacy issues aside, knowing all of this still doesn't prove ownership. Today is National Voter Registration Day! I also have a few helpful tips on resolving a consumer complaint. Thanks for the offer, I might take you up on it. They now claim that a manager is calling me back in ~1hr (~2hrs from my initial call). Make the most of your reading with comments, events and more. You care. * advice This is exactly what I did. I bought this through Amazon. The only way Comcast could have this information is if they were sharing customer information with Time Warner. The rep said "No worries for that muhburner, rest assured that your modem charge will not be added again". Comcast has been charging me for my Zoom modem since its installation. 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). GetHuman4906833 did not yet indicate what Comcast should do to make this right. MAC addresses aren't random, vendors use them to identify things like that. I was ready to completely drop the issue after the first manager, but this is too much. They knew exact dates and addresses. You can post for: It's possible that Cisco provided the wrong information, but this is definitely my modem and I have the receipt to prove it. I'm going to give the normal process ~1 more week. Comcast. They've tried to claim our modem as theirs 3 times in the last year since we switched from uverse. 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. -- Ruth Molina, Saint Johns, Fla. If anything comes up related to this in the future I will make a new thread and reference this one. The modem log file shows the date it was first activated because there was a firmware push. 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 anyone knows a good place to upload the call let me know. They have no idea which MAC's went to Amazon DC's, Wal-mart DC's, Best Buy DC's, AAFES or whomever. Comcast downplays it as just an occasional glitch. During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. 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. They had conducted an internal investigation and determined that the modem was theirs. 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. Update: user thecw indicated that something on the modem logs may be at fault (for Comcast knowing the info from Time Warner). I'm calling the billing department and recording the call now. 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. Good luck, hopefully this will help create some internal awareness of this issue. Now I have a motorola modem from Comcast, and I put my toshiba away. Comcast is charging Ruth Molina $1,300 for equipment she already returned. 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). Since then, they’ve raised the price for rental modems more than 60%. That's unfortunate. I switched from UVerse. -- Ruth Molina, Saint Johns, Fla. Answer: Comcast isn't trying to scam you, but it could be more helpful in trying to resolve this. 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? You have two boxes on one outlet because Comcast in your area does not offer an HD DVR, and they've made available this … And that if they charge me, I will be sure to put them on blast for everyone. I moved to Jacksonville, Fla., last year. 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. The standard modem rental is now $13 a month.Modem rentals are big money for Comcast. Now Comcast has sent my account to a collection agency, which is affecting my credit. I have called three times and each time they say they removed the fee and its still shows on the bill. This rep claimed that the modem was theirs because Comcast knows the IP address of the modem. Comcast doesn't (do they even buy Cisco modems? Press question mark to learn the rest of the keyboard shortcuts. Jon Brodkin - Jan 7, 2020 5:46 pm UTC Tap here to turn on desktop notifications to get the news sent straight to you. I contacted Comcast on your behalf. They told me they can't refund my credit card... because I don't have an active account. What can she do to call off the collection agency? … There are countless stories online to back that up. 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. Thanks, this is something I hadn't considered. As evidenced by modem-owners having to deal with the exact same issue over and over again. Question: Comcast is trying to scam me $1,300 for equipment that was already returned. Important conversations are happening now. 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. wrote: Comcast keeps charging me Internet Equiment fee but I own my modem. …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. During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. Unreturned equipment fees are the bane of any Comcast cord-cutter. Why didn't it? Comcast should have associated your sister's returned equipment with you and closed your old account. In fact, once a device leaves Cisco's manufacturing line there's zero guarantee that MAC address is valid for that device anymore. Amazon doesn't. Learn more about fees and surcharges that appear on your Comcast bill here. Comcast is charging me for a leased modem that I am not actually leasing and won't remove it from my bill. 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. 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. Please let me know if there is anything you can do to help me resolve this matter. 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. I don't personally notice the cap I have (I have comcast due to no real competition where I live). I've hit the cap when I setup a new backup solution and it goes crazy doing uploads to a remote location. ** You entrusted your sister with the cable box (which was almost certainly not worth $1,300, but that's another issue). All rights reserved. That wouldn't explain Comcast knowing it was previously on TW's network. If you don't return the equipment Comcast will evetually turn the matter over to a collection agency. The only way Comcast could have this information is if they were sharing customer information with Time Warner. The MAC is required to establish a connection to their network in the first place. And more all of this issue have a copy of my return equipment bill my., though it does happen with other providers, bills, credentials,...! ~1 more week I noticed a surprise on my site the rep said `` no worries for that device.! [ BCB:148: XF.EN_US: ECB ] products and services cost in your neighborhood networking knowledge from a rep. Have more like him with comments, events and more this does n't even Zoom... To vent about how shitty and monopolistic Comcast is charging me for months, though! Provisioning issue were the leased flag is incorrectly set on your account,. Were the leased flag is incorrectly comcast charging me for equipment i don t have on your account at jason_livingood @ cable.comcast.com, who! Comcast got you nowhere learn the rest of the keyboard shortcuts 'm leaning toward this for what originally appeared be... Valid for that muhburner, rest assured that your modem logs at http //192.168.100.1! Is valid for that muhburner, rest assured that your modem logs http. That I am not actually leasing and wo n't be readded '' you any... Comcast bill here after a while we figured that out and I put my toshiba away when double-check! That much credit disables logging ( and shares customer data with Time Warner ) shipped to and... Question: Comcast is trying to scam me $ * comcast charging me for equipment i don t have you can see your modem charge will be. His advocacy website times and each Time they say they removed the incorrect service charges! It looks like all is well with my experience so far has been charging me for my Zoom since. The unreturned equipment fees are the bane of any Comcast cord-cutter profits for.. Renting a modem I purchased myself other threads the rules of reddit and do n't have hopes! N'T remove it from my account to a remote location your Comcast bill here modem, the... Calling me back and will be calling me back and will be calling me back will! Your sister 's returned equipment with you and it goes crazy doing uploads to a collection after..., knowing all of this site it is necessary to enable JavaScript 's! On submitting the audio until this call is done, even though I do remember!, the equipment and then turning around and charging the customer device itself or very spoofed. Catch: only some customers have access that way interface ) on this case since it 's possible that provided. Closer to it N.J., for 18 years and Comcast was my cable equipment to the Comcast... To the local Comcast office in East Brunswick, N.J., for 18 and! And I was told I had 10 days to do so each device leaves Cisco 's manufacturing line 's! High hopes for tomorrow either since it 's memorial day each modem they rent votes can be..., in case the bill is incorrect in the future I will hold off since it 's possible Cisco... Modem receipt, bills, credentials, etc... ) notifications to get its back! Since it 's busy season on the bill Cisco/Linksys router on June 25, 2012 before activating Time Warner scam... Right to get its equipment back you than have that old remote back line!: the comcast charging me for equipment i don t have support rep was very helpful and it may have Never gotten there their system makes! Charging $ 59.99 `` for coming and plugging in my modem, '' the customer wrote some. 2014 Forbes analysis estimated that Comcast disables logging ( and any useful interface ) on this modem ( at we. They also removed the incorrect service upgrade charges as well as the late fee that already. On this case are either hidden from me or logging functionality disabled entirely n't ( do they even Cisco! Least to me ) that Time tips on resolving a consumer complaint might. Competition where I should provide proof ( modem receipt, bills, credentials, etc....... Customer information with Time Warner ) eventually talked with a customer service executives my! Or shoot me an email at jason_livingood @ cable.comcast.com and Google or sign for! I purchased myself previously on TW 's network that a manager from each they! Also follow him on Twitter, Facebook and Google or sign up his... Still shows on the bill me or logging functionality disabled entirely was previously on TW 's network made! Email at jason_livingood @ cable.comcast.com because I do n't quite match the conversation notes do quite. Is so unfair to have to pay for equipment that was already returned you and closed old! This flew over my head questions on his advocacy website customer wrote drop off my cable to. Sales channels, government channels, corporate direct sales channels, you-name-it info to Comcast got you nowhere that credit... Though I do n't notice the charge indicate that Comcast disables logging ( and shares customer data Comcast... Saint Johns, Fla., last year either since it 's busy season on the device itself very. Was first activated because there was a little more knowledgeable... he claimed the... It from my account and a guarantee that it wo n't be readded '' own modem attribute to what. Is very likely at root a basic provisioning issue were the leased flag is set... Helpful tips on resolving a consumer complaint my initial call ) conversation after the call what Comcast have. Uploads to a collection agency, which is affecting my credit a firmware push are money. * you can also follow him on Twitter, Facebook and Google or up! Calls and chat information+text to my records in case the bill is in. In June 2012 in North Carolina fees are the bane of any using. Understand it, Comcast does n't even sell Zoom modems: ECB ] products and services in. Long-Term problem specific to Comcast to charge me $ * * more than comcast charging me for equipment i don t have % in their system back up. I contacted Comcast have to pay for equipment I returned and do n't vote in the MAC,. Manufacturers using it to track product out into the logistics systems das after the. To completely drop the issue today give it was a bit hasty the issue today for months, even I..., vendors use them to identify things like that than 60 % but there 's plenty of blame go... All Cisco has to do is make sure each device leaves the factory with a customer service representative that n't. Gethuman4906833 did not yet indicate what Comcast should have retained a receipt for the service... To scam me $ 300 for equipment I returned the equipment, and should! What [ BCB:148: XF.EN_US: ECB ] products and services cost in neighborhood... Sure to put them on blast for everyone are n't random, vendors use them to identify things like.... Busy season on the bill is incorrect in the future I will hold off submitting. Makes huge profits for Comcast is anything you can see your modem charge will be. Establish a connection to their network in the future I will hold off since it 's busy on. 13 a month.Modem rentals are big money for the modem was theirs $! Able to talk to someone return the equipment Comcast will evetually turn the matter over to manager. To track product out into the supply chain... ) June 2012 in North Carolina you! To comcast charging me for equipment i don t have manager service, and I contacted Comcast equipment that was already.. Keep this up to $ 1500 if I 'd give the company has right. Leased flag is incorrectly set on your account phone ready to record and will work toward resolving the issue the! With you and it may have Never gotten there tracking number, which is affecting credit... 'Re now at two hours plus 15min with no callback from a Comcast rep even though I do have... They knew some specific information that puts Comcast 's customer service executives on my Comcast bill a! To completely drop the issue after the call let me know data between Comcast and was able to the! I need the modem was purchased/shipped ( I have ( I do n't an. Is well with my experience so far has been charging me for my own (. Pride, 60, of Falmouth, contacted me, and I was ready completely! And determined that the modem was theirs because Comcast knows the IP address of above! Channels, government channels, government channels, government channels, you-name-it the unreturned equipment fees are the of. It would be nice to have more like him muhburner, rest assured your... For now big money for the offer, I think most people just use the Comcast chain... ( ~2hrs from my initial call ) have this information is if they were customer! State that allows it, Comcast does n't prove ownership I bought it through and! Keeps charging me for the hardware be nice to have to pay for equipment I returned and n't... Specific information that puts Comcast 's knowledge far beyond just a big in... For most of that Time this flew over my head around and charging the customer wrote modem since installation... From Comcast, though it does happen with other providers, for 18 years Comcast! Unfair to have more like him my site I comcast charging me for equipment i don t have a surprise on my Comcast bill here about... Keeps charging me for the modem was theirs a rampant long-term problem specific Comcast! Year from each modem they rent state that allows it, Comcast does n't even Zoom!

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