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Comments on news posted 2014-03-26 12:12:57: While cable broadband modem rental fees seem to increase constantly (Comcast's is now $8 a month) and are annoying, they're usually offset by the fact that you can buy your own modem -- provided it's on the ISP's list of supported devices. ..

page: 1 · 2 · next


train_wreck

join:2013-10-04
Antioch, TN

not EXACTLY a tech

i believe technically it was a CSR that told the person he had to rent, not a tech. But still, semantics aside. Crazy.


cableties
Premium
join:2005-01-27

1 edit

$66 does not equal $96

FWIW, you can had a "on the list of compatible DOCIS 3 modems" a MOTOROLA SB6121 SURFboard for under $70.

Why rent for $96/yr...? Put a coax surge suppressor inline, and put modem and your router on a UPS... no issues (unless catastrophe).
--
Splat


anoncomcast

@comcastbusiness.net

-1 recommendation

twice i have had installation tech lie to me that my modem was bad.

on two separate occasion i have had installation tech tell me my modem was no good and try to sell one. both times they told me they had good modem in the truck i could buy or rent. the first time i told the tech i would buy my own new one and call in the activation. he seemed pretty upset but left after which i called in my mac address and had my supposedly bad modem activated within 5 minutes.

the second time with a different tech i actually heard a staged(on speaker phone) phone call where he called back to the office and asked if my modem would work and the tech on the other end stated 'oh no that ones too old, don't you have have one in the truck' i than looked straight in the tech eyes and said are you really telling me if i call right now to have this modem activated it will not work. and he responded i was probably right but unfortunately he could not help me with it

not 100% sure but i believe contractors do the installation work and make much of their income from modem sales and are under high pressure from above to sell or rent as many modem as possible leading to really shady tactics such as refusing to help 'problem customers' who provide their own modems.

FCC should ban them comcast from selling/installing any modems themselves to rid this behavior. comcast should provide the pipe on which all customer provide there own equipment. consumers no longer buy phones from landline companies and should not buy modems from internet providers.


Steve B
Premium
join:2004-08-02
Auburn, WA

Purchase EMTA?

I know one can purchase the regular internet modem or rent it. What about the EMTAs? Are users still stuck on renting the internet/voice modem units?


jlivingood
Premium,VIP
join:2007-10-28
Philadelphia, PA
kudos:3

Um... What? (tempest in a teapot)

This document is several years old and is outdated. This was from when the service was initially launched and has not applied for some time.

We have many customers on 105M that own their own devices - and probably a great many of them are BBR users!

Jason
Comcast Engineering
--
JL
Comcast


jlivingood
Premium,VIP
join:2007-10-28
Philadelphia, PA
kudos:3
reply to train_wreck

Re: not EXACTLY a tech

said by train_wreck:

i believe technically it was a CSR that told the person he had to rent, not a tech.

And it seems they made a mistake...
--
JL
Comcast


ropeguru
Premium
join:2001-01-25
Mechanicsville, VA

1 recommendation

reply to train_wreck
It was a rep, at some level that called, AFTER he emailed "Executive Support" . So it should have been someone higher than a typical CSR. If not, then additional shame on Comcast for having a higher authority to contact while sending back down to the depths of a typical CSR.

jm101

join:2011-07-17
Oakland, CA

1 edit
reply to Steve B

Re: Purchase EMTA?

said by Steve B:

I know one can purchase the regular internet modem or rent it. What about the EMTAs? Are users still stuck on renting the internet/voice modem units?

I called about this somewhat recently. Comcast said I could buy an eMTA from them for like $150. Of course I could have received some misinformation.


ropeguru
Premium
join:2001-01-25
Mechanicsville, VA
reply to jlivingood

Re: Um... What? (tempest in a teapot)

Jason, and this was after contacting executive support. Supposedly this was the call back from initiating that email.

Additionally, it seems the person who called was extremely rude also.

dishrich

join:2006-05-12
Springfield, IL

just went through this on my FREE blast upgrade

Received the FREE upgrade letter, on my blast to Extreme 105 speed - currently have an owned Arris TM722G EMTA on triple play.

Called this past Saturday & was told I needed to upgrade my D2 modem, but they would send a new one out for FREE; of course, I would then be renting it. Told her she's was looking at an old (D2) modem they keep showing on my account, & she needed to look at my active EMTA modem. (why DOES CC keep this crap on subs accounts that has NOT existed for years - stupid!) After she (again) insisted it needed replacing, told her to send me to her supervisor. Sup says the same thing, after which I asked him "how DO you think I'm getting your phone service with an old D2 NON-EMTA device" - to which he says "good point". (DUH)

He then tells me "it's because you own your EMTA & that we can't tell which model it is" - to which I reply "then you need to listen to your customer, when they tell you the EXACT, FRIGGEN model they DO have"! So he sends me back to have her put the code on my account, & to wait 24 hours.

Fast forward to Monday, still no upgrade - called back in & after sitting on hold for 10+ min, they FINALLY send the update to my modem. After it & my router reboot, FINALLY am getting 115+ down/20+ up.


Steve B
Premium
join:2004-08-02
Auburn, WA
reply to jm101

Re: Purchase EMTA?

said by jm101:

said by Steve B:

I know one can purchase the regular internet modem or rent it. What about the EMTAs? Are users still stuck on renting the internet/voice modem units?

I called about this somewhat recently. Comcast said I could buy an eMTA from them for like $150.

I wonder if this available nationally or just in certain markets. Every once in a while I will go to Comcast's site and act like I'm setting up an order to see what deals I can and how much stuff will cost and they don't give an option to buy the eMTA, just rent it.


ropeguru
Premium
join:2001-01-25
Mechanicsville, VA

So then...

The person who called representing "Executive Support" needs to be sent to a re-education camp for a while to be brought up to Comcast's current standards.


jlivingood
Premium,VIP
join:2007-10-28
Philadelphia, PA
kudos:3

1 recommendation

reply to ropeguru

Re: Um... What? (tempest in a teapot)

said by ropeguru:

Jason, and this was after contacting executive support. Supposedly this was the call back from initiating that email.

Additionally, it seems the person who called was extremely rude also.

Yeah - a terrible experience for sure. I have no idea why the person did not have the right info - we're investigating the entire incident end to end.
--
JL
Comcast


Karl Bode
News Guy
join:2000-03-02
kudos:42

2 recommendations

reply to jlivingood
I agree it's not a huge story or anything. But the user was told something false, contacted the executive support team for honest information, received a call from a rude rep who wouldn't budge, and who then used an out-dated and incorrect document to justify not budging.

Kind of a good example of how your customer service systems could still use some work, yes?


ropeguru
Premium
join:2001-01-25
Mechanicsville, VA
Espicially when the so called executive support group cannot even get it right.


Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable
reply to anoncomcast

Re: twice i have had installation tech lie to me that my modem was bad.

all the times i was told my modem was suspicious, i would change it's MAC (by attaching a different router/pc so it's Public IP from DHCP would change) then suddenly things seemed to fix themselves. this is why changing a modem appears to fix things (the new modem forces a new public IP assignment from DHCP), when in fact it's simply getting a new IP that clears up intermittent errors, routing and congestion issues. this is the great secret scam of all cable modem providing technicians. if the central office could trigger DHCP to give you a new public IP remotely, half the premise visit calls would be unneeded. i know technically a new public IP should not matter, but anecdotally it very much does.


Cjaiceman
Premium,MVM
join:2004-10-12
Parker, CO
kudos:2
reply to jlivingood

Re: Um... What? (tempest in a teapot)

said by jlivingood:

We have many customers on 105M that own their own devices - and probably a great many of them are BBR users!

You are correct, myself being one of them. It was also interesting to find a way to get around the $250 "install" fee when I knew exactly what they were going to do and I already had perfect signal levels from a plant extension several years earlier, but I was able to get it done. Funny how it's not required anymore...

jm101

join:2011-07-17
Oakland, CA
reply to Steve B

Re: Purchase EMTA?

said by Steve B:

said by jm101:

said by Steve B:

I know one can purchase the regular internet modem or rent it. What about the EMTAs? Are users still stuck on renting the internet/voice modem units?

I called about this somewhat recently. Comcast said I could buy an eMTA from them for like $150.

I wonder if this available nationally or just in certain markets. Every once in a while I will go to Comcast's site and act like I'm setting up an order to see what deals I can and how much stuff will cost and they don't give an option to buy the eMTA, just rent it.

Yeah Comcast is pretty unclear about this. I wonder if some Best Buy stores still sell them. We didn't think we would stick with Comcast this long so we didn't buy an eMTA.


fuziwuzi
Not born yesterday
Premium
join:2005-07-01
Atlanta, GA

1 recommendation

reply to ropeguru

Re: So then...

said by ropeguru:

to be brought up to Comcast's current standards

It seems, from my experience, they already are up to Comcast's current standards.
--
Teabaggers: Destroying America is Priority #1


richdelb
Go Hawks Go
Premium
join:2003-01-22
Algonquin, IL

1 recommendation

A repost of mine

I posted this elsewhere on the site the other day, but is very much "on topic" with this thread, so I am re-posting it here:
***************************************************************

When the news stories of Comcast upgrading some users to 105 service I did an "on line" chat with Comcast to ask if I was able to get the free upgrade. I was told that I was not. Not believing the person that I chatted with, I called Comcast and spoke with a friendly person who said I could not get the free upgrade but I COULD upgrade my service if I wanted to. I was told that I needed a truck roll to run new lines and I'd need a new modem even though I already have a DOSIS 3.0 modem. The install was going to cost me $250 MINIMUM if I wanted the service upgraded. I said, thanks but no thanks, I'd keep my 50 MB service (with which I was speed testing at 57MB).

Several weeks passed and I get a letter in the mail from Comcast saying that I am eligible for a free upgrade and to call them if I was interested. I did and about 4 hours later I rebooted my cable modem and was getting about 92MB down and 22 MB up.

Purchased a new Netgear router (old router was giving me issues for a long time anyway with wireless) and I am pulling 115MB down and 23 MB up consistently. Also pulling 85mb down on my iPad 4.

All this with no truck roll, no new equipment, no $250 minimum install fee.

I am very happy with the new speeds, not so happy with Comcast not really being able to tell me the truth when I called.


jlivingood
Premium,VIP
join:2007-10-28
Philadelphia, PA
kudos:3
reply to Karl Bode

Re: Um... What? (tempest in a teapot)

said by Karl Bode:

Kind of a good example of how your customer service systems could still use some work, yes?

No doubt. Nevertheless...
--
JL
Comcast


battleop

join:2005-09-28
00000
reply to train_wreck

Re: not EXACTLY a tech

Yea, Crazy we expect every single breathing person at any ISP to know every single tidbit of information about every single possible configuration and scenario. If someone does make a mistake then it's a conspiracy to screw the customer out every penny they can possibly get.
--
I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.


Overtkill
Premium
join:2005-09-21
Magna, UT
reply to fuziwuzi

Re: So then...

I could say the same for business class support. Over the last year and a half, it seems that IQ's there have also fallen sharply. Over simple calls to see if there is an issue in the area, they seemed to feel compelled to go with the script. Then I found the page on their site... Its about as useful as an idiot light on the dash. It say's there's an issue, but nothing else. Some of us tech savvy and many who are not, would probably appreciate better communication from CC on outages and known issues that will require some time to correct (over 8 hours in this case).

ExoticFish

join:2008-08-31
Stuarts Draft, VA

Still waiting

Well, I am still waiting for this contact.

I also sent this link to the "Executive Support" rep who was rude and made these claims. Can't wait to see if he responds to my E-mail.


Karl Bode
News Guy
join:2000-03-02
kudos:42

3 recommendations

reply to jlivingood

Re: Um... What? (tempest in a teapot)

Eh, if I have to raise a front page stink to get one user accurate and competent help I don't feel too bad about it. People can go read other stories if they don't find it interesting enough.


robbyglack

@comcastbusiness.net
reply to Overtkill

Re: So then...

on one of my business connections i was having constant issues fixed by reseting the gateway(supplied by comcast). the first call tech could not find any problems said it must be problem with my computers. second visit tech identified i had been given a defective gateway and replaced it. no more problems. comcast charged me $100 for the first visit. still disputing it, my biggest complaint of all is that every time i call to follow up i have to start over from the beginning again.

crucialcolin

join:2004-09-12
Roseville, CA
reply to jm101

Re: Purchase EMTA?

I've been told no every time we've ask about it. The most recent being about a month ago. Seems like the general policy is to not allow purchased eMTA.

sometimes you may get lucky but even then its usually only with an older/slower/outdated DOCSIS device.

I've also noticed Comcast tends to use eMTA gateway devices on new HSI installs or modem replacements thus making it difficult switch to regular modems.

Additionally since they push voice and triple play services hard I suspect wont be long until they do an HSI only price increase making it more expensive then going HSI + voice or even with most triple play bundles. Similar to what they have done with TV and internet. Both seem to be a great way to further increase profits.

athornfam2

join:2013-09-25
York, PA

Rent Modems

Yeah when I talked to a comcast rep in PA they said that I am required to pay the installation fee and also rent their modem under the 105 & up Mbps Plan. They said that I couldn't switch it out or anything.


seaman
Premium
join:2000-12-08
Seattle, WA
reply to Karl Bode

Re: Um... What? (tempest in a teapot)

said by Karl Bode:

Eh, if I have to raise a front page stink to get one user accurate and competent help I don't feel too bad about it.

I think you helped way more than one person here, so thanks. With a merger ahead Comcast's monopolistic market position is only growing. As noted above, some of their practices (intentional or not) are suspect and consumer push-back is one of the few effective ways to keep them honest.


train_wreck

join:2013-10-04
Antioch, TN
Reviews:
·Comcast
reply to battleop

Re: not EXACTLY a tech

said by jlivingood:

And it seems they made a mistake...

yes it does when i'd made my post, the article hadn't been updated to include the official respone.

said by battleop:

If someone does make a mistake then it's a conspiracy to screw the customer out every penny they can possibly get.

when did i ever imply that?