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jack b
Gone Fishing
Premium,MVM
join:2000-09-08
Cape Cod
kudos:1

1 edit

[Rant] Modem Rental

I'd like to know why, after 3-1/2 years, comcast all of a sudden is now billing me $7 month rental for their voice/data equipment (eMTA)?

There NEVER used to be a voice modem charge associated with this portion of my triple-play.

I was paying for a separate leased HSI docsis 3 modem all along, but recently bought my own Zoom internet modem to save some money.

I guess now I'll have to go buy my own eMTA as well. Which one should I get?

--
~Help Find a Cure for Cancer~
~Proud Member of Team Discovery ~



owlyn
Premium,MVM
join:2004-06-05
Newtown, PA
Reviews:
·Comcast

Buying the modem you bought was a mistake since you have CDV. There is only one eMTA that can be purchased, it can only be bought only at Best Buy, the cost is $149, and then only if it is offered in your market. Also, in most markets, Comcast requires professional install of it for another $49. So, yes, you are looking at $198 to replace the $7/month eMTA. Not worth doing, IMO, as the payback period is so long that newer technology would probably be available before the period ends. Plus, if it breaks, it is your problem.

Are you sure the modem you were leasing wasn't an eMTA? What model was it? It is very odd that you would have two modems from Comcast, as there are Docsis 3 eMTAs.



jack b
Gone Fishing
Premium,MVM
join:2000-09-08
Cape Cod
kudos:1

A little over 3 years ago when I moved here, in 2008, they installed a TM402 which did both voice and data. Shortly thereafter, docsis 3 came into my area and I upgraded to Blast, so at that time they gave me a second modem, a DPC3000 docsis 3 modem for the new speeds. I had both devices in service, they left the arris emta connected, only doing voice.

All along and up until now, I was not being charged for the voice service emta, only for the HSI modem.

I called billing and got the expected runaround.
--
~Help Find a Cure for Cancer~
~Proud Member of Team Discovery ~



PeteC2
Got Mouse?
Premium,MVM
join:2002-01-20
Bristol, CT
kudos:6
Reviews:
·Comcast
reply to owlyn

said by owlyn:

Are you sure the modem you were leasing wasn't an eMTA? What model was it? It is very odd that you would have two modems from Comcast, as there are Docsis 3 eMTAs.

I recently switched to Comcast. I am in a Docsis 3.0 zone, and for my self-install they sent me a RCA eMTA (Docsis 2.0) for voice, and a Cisco Docsis 3.0 modem for internet, so I would surmise that this is not uncommon. They only charge you once for equipment, $7.00, whether you are issued one or two modems.
--
Deeds, not words


baineschile
2600 ways to live
Premium
join:2008-05-10
Sterling Heights, MI
reply to jack b

If you are OK using one modem for both services, I would just call up and request they give you a D3 EMTA. That way, you just one the one modem rental, and still have the bonded channels....and it would save you the cost of purchasing your own.



jack b
Gone Fishing
Premium,MVM
join:2000-09-08
Cape Cod
kudos:1

The bottom line is this: before I bought the zoom internet modem I called comcast and was told that "there would be no charges for the existing voice modem since it was part of the service".

So based on that I went ahead and bought my own docsis3 modem for internet, and now they turn around and are charging me for the voice emta.
--
~Help Find a Cure for Cancer~
~Proud Member of Team Discovery ~



Mike Wolf

join:2009-05-24
Beachwood, NJ
kudos:3
reply to owlyn

said by owlyn:

Are you sure the modem you were leasing wasn't an eMTA? What model was it? It is very odd that you would have two modems from Comcast, as there are Docsis 3 eMTAs.

I think there was a thread on here about a week or so ago about a customer who just got Comcast HSI and digital voice and was using one digital voice modem and one internet modem by choice.


telcodad

join:2011-09-16
Lincroft, NJ
kudos:6

said by Mike Wolf:

said by owlyn:

Are you sure the modem you were leasing wasn't an eMTA? What model was it? It is very odd that you would have two modems from Comcast, as there are Docsis 3 eMTAs.

I think there was a thread on here about a week or so ago about a customer who just got Comcast HSI and digital voice and was using one digital voice modem and one internet modem by choice.

This may be the thread you're thinking of: »New to Comcast, any suggestions?

rody_44
Premium
join:2004-02-20
Quakertown, PA
Reviews:
·Comcast
reply to jack b

If you have two they charge you for one, If you have one they charge you for one. You can always return your zoom modem and get the second back. Its always been that way. Im guessing you received two because your internet and emta modem isnt in the same spot. Thats usually why its done and thats really why comcast sends two out instead of just one. You can read every add offering cdv and it always says extra equipment charges apply.



Mike Wolf

join:2009-05-24
Beachwood, NJ
kudos:3
reply to telcodad

yup.



jack b
Gone Fishing
Premium,MVM
join:2000-09-08
Cape Cod
kudos:1
reply to rody_44

It's too late to return the zoom modem to the retailer, they had a 30 day return period.

The reason I wound up with two comcast modems initially was when I upgraded to blast a few years ago, the docsis2 arris 402emta would not deliver the blast plan speeds. And since docsis3 emta's were not being issued yet they gave me the second docsis3 HSI modem to use. Both devices are right next to each other in the cellar. I was renting the docsis 3 modem.

The reason I'm PO'd is because I specifically called to confirm this and was told by them that I would not be charged for the voice emta, before I even went out and bought my own HSI modem.

I was told the voice emta was included with the digital voice service, in other words free.

Now they're billing me.

The nearest authorized bestbuy to purchase an eMTA on their "list" is over an hour away.
--
~Help Find a Cure for Cancer~
~Proud Member of Team Discovery ~


rody_44
Premium
join:2004-02-20
Quakertown, PA

Yes the csr was incorrect. But that doesnt change the way it is and always has been. I understand why your frustrated but it is what it is. Your best bet is to return the modem and go buy a Voip internet combo modem if thats what you want.



jack b
Gone Fishing
Premium,MVM
join:2000-09-08
Cape Cod
kudos:1

The return period for the retail purchase has long since expired, I'm "stuck" with the zoom modem.

I'm anticipating that my case posted in the Direct forum will yield satisfactory results, otherwise I will be forced into pursuit of my complaint outside of comcast channels.
--
~Help Find a Cure for Cancer~
~Proud Member of Team Discovery ~



PeteC2
Got Mouse?
Premium,MVM
join:2002-01-20
Bristol, CT
kudos:6
Reviews:
·Comcast

1 recommendation

said by jack b:

The return period for the retail purchase has long since expired, I'm "stuck" with the zoom modem.

I'm anticipating that my case posted in the Direct forum will yield satisfactory results, otherwise I will be forced into pursuit of my complaint outside of comcast channels.

I agree that Comcast employees need to be a little more adept at explaining these things.

As a new Comcast voice/internet customer, I received both the eMTA modem and the Docsis 3.0 modem for self-install(even though on the performance tier, Docsis 3.0 is not strictly required. Thanks to EG for explaining why this still was desireable! ). Even though I am no noob to networking and broadband in general, I had no idea that they were sending me two modems, and at first, thought that they had made a mistake, and that I was meant to use the eMTA modem. Upon calling Comcast about this, I received three different explanations: 1. The reason for 2 modems was in case my voice and internet set-up locations were to be in different areas of the house...2. I really should not have received 2 modems...3. I had service in a Docsis 3.0 area, and my internet should be through a Docsis 3.0 modem!

I thought that they would charge "rent" on both modems, and actually did purchase my own Docsis 3.0 modem, only to find out that they only charge for one device, so I returned the purchased modem.

Most, if not all of my confusion could have been eliminated had Comcast included a simple, one-page explanation with the self-install kit, not to mention that they would not have had to waste time with several subsequent calls that I had to make to understand what the deal was.

I do believe that Comcast reps do not deliberately mislead customers, but clearly, a little better training on the various plans and equipment would be in order.

P.S. I would have much preferred simply being sent a Docsis 3.0 compliant VOIP modem in the first place...although I suspect that for some folks, being able to have the voice and data modems in different locations might be desireable.
--
Deeds, not words


Johkal
Cool Cat
Premium,MVM
join:2002-11-13
Happy Valley
kudos:9

said by PeteC2:

said by jack b:

The return period for the retail purchase has long since expired, I'm "stuck" with the zoom modem.

I'm anticipating that my case posted in the Direct forum will yield satisfactory results, otherwise I will be forced into pursuit of my complaint outside of comcast channels.

I suspect that for some folks, being able to have the voice and data modems in different locations might be desireable.

For me, I had the leased CDV modem & my own HSI modem sitting next to each other. Dual locations wasn't my objective.
--
In God we trust; all others bring data!



jack b
Gone Fishing
Premium,MVM
join:2000-09-08
Cape Cod
kudos:1

That wasn't the case here either. In fact I had to add a splitter just to hook up the second modem. Fortunately my signal coming in is very good so the dB attenuation was not something to create an issue.

It's worked perfectly fine for me like this for years, all I was trying to do is save some money, not buy a load of aggravation...and until now I've been a relatively satisfied customer, as far as performance goes, anyway.
--
~Help Find a Cure for Cancer~
~Proud Member of Team Discovery ~



jack b
Gone Fishing
Premium,MVM
join:2000-09-08
Cape Cod
kudos:1
reply to jack b

Update: my issue has been resolved. Apparently I was given the incorrect information.

If you have digital voice service and one of Comcast's eMTA's there is a monthly charge for equipment, regardless how it appears on your statement, unless you bought your own your eMTA.
--
~Help Find a Cure for Cancer~
~Proud Member of Team Discovery ~