comcast charging me for equipment i don t have

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