Tue
Aug 13 2013
11:33 am
What's up with Comcast not knowing I own my modem?
By: xmd

Yesterday was the third time in as many months I had to call Comcast to let them know I own my own modem and am not subject to the $7 mo. charge.
The first time it happend I was talking to a co-worker who said his bill showed the charge. I went and checked mine. Guess what, a $7 charge and never a word it was going to happen. Called Comcast and got it taken off along with a credit.
Next month I get a letter stating they are going to start charging because I don't own my modem. Long phone call to Comcast and got it removed.
Yesterday I got the same letter again. This time two phone calls to get it removed. I asked customer service rep if it was removed for good. He said yes. I asked him how can he can be sure since the others said that also. No good answer there.
We will see if it pops back up again. Very frustrating.

Topics:
Andy Axel's picture

Comcast employs dozens of

Submitted by Andy Axel on Tue, 2013/08/13 - 11:59am.

Comcast employs dozens of people to field calls from people like you, and submits erroneous bills to millions of its customers. Easy math.

Pickens's picture

your own modem?

Submitted by Pickens on Tue, 2013/08/13 - 12:18pm.

If we were wanting to buy our own modem, like you've done, what do you have?

Sounds like a good way to reduce the bill- I guess that's why Comcast doesn't want customers to know that is an option.

xmd's picture

I have the Motorola SURFboard

Submitted by xmd on Tue, 2013/08/13 - 3:44pm.
(in reply to Pickens)

I have the Motorola SURFboard SB6120. It's a little older than the newest version out. It has been a great modem and super fast. You can probably get one for less than a $100.

jah's picture

Do you still have to call and

Submitted by jah on Tue, 2013/08/13 - 12:43pm.

Do you still have to call and set up your MAC address with Comcast if you get a new modem?

xmd's picture

I am pretty sure you still

Submitted by xmd on Tue, 2013/08/13 - 3:54pm.
(in reply to jah)

I am pretty sure you still do. I remember having to call them to get it going. What's funny is when I go to "my services" in my Comsast account it shows my modem model number, MAC address and sn.

Andy Axel's picture

Positively yes

Submitted by Andy Axel on Tue, 2013/08/13 - 4:42pm.
(in reply to xmd)

Beacons from unregistered MAC addresses won't come online.

Joe328's picture

It's Mail Fraud, but the

Submitted by Joe328 on Tue, 2013/08/13 - 1:25pm.

It's Mail Fraud, but the Postal Inspector does not investigate residential mail complaints. Cable and cell phone companies have been adding charges not covered in the contract for years, knowing the Postal Inspector will not investigate. If you live in a low income zip code they sometimes hold your payment until after the due date and charge a late fee.

earlnemo's picture

Rico the fuggers

Submitted by earlnemo on Tue, 2013/08/13 - 1:25pm.

How is this not mail and wire fraud? And if you can show a consistent pattern of intent, RICO?

Mike Cohen's picture

Comcast

Submitted by Mike Cohen on Tue, 2013/08/13 - 2:04pm.

Might consider tweeting. I know several people, including my son, who tweeted something about #Comcast and heard back from Comcast folks within minutes and were often helped.

Andy Axel's picture

Immediate help, maybe. But

Submitted by Andy Axel on Tue, 2013/08/13 - 4:44pm.
(in reply to Mike Cohen)

Immediate help, maybe. But then there's the next billing cycle.

VolDog's picture

Same thing happened to me on

Submitted by VolDog (not verified) on Tue, 2013/08/13 - 3:29pm.

Same thing happened to me on 7/16.

Have the Motorola SURFboard eXtreme SB6121 and have no complaints. You do have to set up your MAC address with Comcast. Following the letter I called them to tell them I had my own modem and reverse the $7 charge, they didn't have my modem's MAC address even though I contacted them when I first got it. Not sure why it worked with the wrong address?

cwg's picture

They did this to me. For a

Submitted by cwg on Tue, 2013/08/13 - 6:30pm.

They did this to me. For a year. Finally got it all refunded. Then they started charging me. Again. But it did eventually really get straightened out, and they knocked down the cost of my internet too. So don't give up.

Anonymous1234's picture

I received a letter stating

Submitted by Anonymous1234 (not verified) on Thu, 2013/08/15 - 1:14pm.

I received a letter stating that we've been receiving our "standard tv package" for the past several years in error and that on Aug. 7, our channels would change. They never did. This is for a business triple play package in which we pay $160 a month for phone/tv/internet.

A friend of mine received the same exact letter for her residential service.

Nothing happened. This is a very weird marketing technique or something.

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