dslreports logo
 
    All Forums Hot Topics Gallery
spc
Search similar:


uniqs
1541

ClockerXP
join:2001-05-24
Sterling Heights, MI
Netgear CM2050V
Netgear CM500V
Netgear C7100V

ClockerXP

Member

[Bill] Buying your own Modem - Dammit Comcast Stinks

Click for full size
Fax I sent to the 'Heartland' Office
Back in April, I purchased my own EMTA from Amazon to get away from the $8 monthly fee from Comcast, after my sales person told me it was OK to do so.

It seemed to go well except a month or two later the $8 fee magically reappeared on my bill as a result of an 'audit' performed by Comcast. Apparently they thought I should be paying a rental fee for the modem I own.

I called in last month and the person on the phone was nice and said they would remove the fee no problem and that I would be refunded for $8 charged to me in error, as well. Well, that never happened as I see now on my next bill, the $8 fee is still there.

I got online and tried the Chat this time. They gave me a Heartland ' case # ' and told me I had to fax in a bunch of information within 48 hours to prove my ownership of the EMTA, which I just did.

Have you guys ever had to fax in your information to the 'Heartland' office?

Is Comcast really this incompetent or do they make it this hard hoping we will just give up and let them charge whatever they want?

Attachment is what I faxed them.
Jeremy W
join:2010-01-21

Jeremy W

Member

I've had my own modem for years, although it's just a modem and not an EMTA, but I've never had any issues with Comcast trying to charge me for it.

NetFixer
From My Cold Dead Hands
Premium Member
join:2004-06-24
The Boro
Netgear CM500
Pace 5268AC
TRENDnet TEW-829DRU

2 recommendations

NetFixer to ClockerXP

Premium Member

to ClockerXP
said by ClockerXP:

Have you guys ever had to fax in your information to the 'Heartland' office?



No, but I have had to contact the county franchising authority and let them have a heart to heart discussion with Comcast about their fraudulent billing practices after Comcast refused to even look at my purchase receipt from Office Depot (I did not have a rental modem return receipt since I had never rented a modem from Comcast at that time).
said by ClockerXP:

Is Comcast really this incompetent or do they make it this hard hoping we will just give up and let them charge whatever they want?

I choose door number two.

FureverFurry
RIP Daphne: 3/12/05 - 6/19/12
Premium Member
join:2012-02-20
49xxx
Zoom 5341J
ARRIS WBM760
Vonage VDV-21

FureverFurry to ClockerXP

Premium Member

to ClockerXP
said by ClockerXP:

Is Comcast really this incompetent or do they make it this hard hoping we will just give up and let them charge whatever they want?

Option 2, like Netfixer posted ! Been through those hoops with Comcast a few times. Twice when I had changes made to my account, the CSR (supposedly) unticked something on the screen that made MY modem become Comcast's. The LAST time (which still peeves me) was a brand new modem that I'd used for about 8 months with no problem. Tech visit who scanned my modem and voila .. within ONE billing cycle, it became theirs. My bad all around as I never kept receipts :-(.

Do like NetFixer and file a complaint outside of Comcast as that seems to be the only way to truly get their corporate attention. C/C only refunds 6 months worth of fees, so hope you'll jump on it.

My unsubstantiated and jaded opinion is that the $8/mo lease fees for customer-owned equipment x thousands of customers makes for a nice revenue stream.

Annon
@68.62.236.x

1 recommendation

Annon

Anon

What I never get is why the customer is forced to provide proof always.

How about Comcast prove they purchased the modem?
They should have to show us a PO that has a range of SN/Mac with the one in question falling within that range.

(You can't say just show SN/Mac period though as they get that when you activate).

I'm sorry, like others say, this happens a LOT and think of all the extra money they make, not to mention when some of those customers cancel and don't know any better Comcast also gets free equipment in addition to all that extra money.

The system should NOT be setup in a way that ANYONE can add to inventory except warehouses. A tech scanning to activate, check etc. shouldn't trigger it being added, nor should any CSR.

This is a situation where they are asking for some sort of class action against them for fraud due to a poorly designed system that they ARE aware of doing this by the fact it's soo common. That whole well we have sooo many customers so this is a small % is an excuse that only makes it worse. That means you think you can get away with it, if even 1% of your customers that can come out to MILLIONS in additional revenue and free equipment.
hoserama
join:2001-11-25
Spring, TX

hoserama to ClockerXP

Member

to ClockerXP
Never had this issue in particular but I have filed complaints with the BBB online to resolve some long standing issues - I highly recommend this tactic.
neufuse
join:2006-12-06
James Creek, PA

neufuse to ClockerXP

Member

to ClockerXP
Hey, I had a similar experience... HOWEVER mine was with returned equipment...

I bought a new TiVo to replace my one cable box, Comcast came out, picked up the box gave me a receipt for it..

next month the charge was still on the bill for the cable box....

called them, they "fixed it"

next month charge still there... called them they "fixed it"

next month charge still there... called them told them this is 3 months now of calling and "fixing it" the lady said she sees the hardware returned and doesn't know why it's still there... sends it to someone to audit... it "definitely will be fixed next month"

next month.. still there... call again same run around

next month still there... escalate it to corporate complaints... they guarantee it will be fixed as they see the return....

next month STILL THERE! this time they no longer see the return and want me to prove I returned it, I said ok, I have the return receipt... they give me a mailing address to send it to... I do that.. with full information on what happened...

next month STILL THERE!!!! call them again, they have no record of receiving the mail... so I FAX it to them.....

next month STILL FREAKING THERE! Call them they said the receipt I gave them wasn't a valid Comcast receipt, told them it's the damn receipt the tech gave me when they returned the equipment and it has their tech ID, the date and the box MAC / serial on it and marked as picked up..... they kind of huffed back at me and said they'd look into it......

next month STILL #$%^#$% ing there...... call them again and tell them seriously what the heck spent 3 hrs on the phone moving up some hierarchy of supervisors..... FINALLY get to someone who says "I don't see a box on your account, only a cable card we are charging you for the card that's what that charge is"... tell them, I have only ONE device, and the first device is suppose to be free of charge... he looks and says no you have two active outlets, I said no I don't.. I have one cable card on my TiVo... he "looked some more" then came back with "huh" followed by I only have one device MAC listed but two active outlets.... turned out the tech returned the box, but NEVER REMOVED THE OUTLET and had my TiVo on outlet B not outlet A so I was billed for it PLUS my Outlet A which was the free one and had nothing in it..... how many people looked at this and never noticed this?!

it's fixed now right? oooooooooh no.....

next month they refunded me all those months of box fees..... yay finally

next month my account strangely gets audited..... and I'm rebilled for all those months...... start this process ALL OVER AGAIN... the audit people saw I had two outlets for those months and didn't know why I was refunded for them...... UGH!!!!!!!
neufuse

neufuse to Annon

Member

to Annon
Class actions suck, and companies know it.. that's why they ask for lawsuits to be grouped into one in court because they know they can reduce the costs and basically reduce any compensation you get via it... instead of paying one person $100 after the grouping that person might now only get $1 and you gave up all rights by being part of it even though they forced you into it by asking for the groupings
RockOrange
join:2002-01-24
Chattanooga, TN

RockOrange to ClockerXP

Member

to ClockerXP
I had to take my receipt to the local office, where they made a copy of it. The modem that they were trying to charge me for was an obsolete Motorola SB-4100 (which I owned.) I hadn't used that modem in over 5 years. I personally think they do this on purpose.
bgoodbody
Bill G
join:2002-05-08
North Truro, MA

bgoodbody to ClockerXP

Member

to ClockerXP
When I look at your receipt, I see that is was sold NOT by Amazon, but by a reseller.

Are you sure it was not really a Comcast modem.

NetFixer
From My Cold Dead Hands
Premium Member
join:2004-06-24
The Boro
Netgear CM500
Pace 5268AC
TRENDnet TEW-829DRU

NetFixer

Premium Member

said by bgoodbody:

When I look at your receipt, I see that is was sold NOT by Amazon, but by a reseller.

Are you sure it was not really a Comcast modem.

If that particular modem had already been listed by Comcast as a stolen or non-returned rental modem, it should have never been activated.

But in general, you are correct about modems purchased from Amazon associates instead of directly from Amazon -- it is just as iffy as purchasing with eBay or Craigslist. Several years ago I purchased a batch of "new" business class Motorola DSL routers from an Amazon associate (the price was too good to pass up -- which should have been sufficient warning). The routers were nicely shrink wrapped and were in a plain white box (which is not unusual for non-retail business class modems) with the vendor's CD, and even had the peel off shields over the LED display panel. They visually appeared to be new, but they all had the PPPoE login information still in them from the previous owner, and the warranty clock (which is triggered by getting the first PPPoE session established) was already activated (and the warranty had expired) -- they were definitely not new. I was able to use them (they did all work OK), but there was no way I could/would sell them as new to a client -- the ones I did use were sold at cost (with the client informed that they were "reconditioned"), and with only a 90 day warranty (from me -- not from Motorola).

iNick
Premium Member
join:2012-12-11
Joliet, IL

iNick to bgoodbody

Premium Member

to bgoodbody
said by bgoodbody:

When I look at your receipt, I see that is was sold NOT by Amazon, but by a reseller.

Are you sure it was not really a Comcast modem.

I truly don't understand some people like this, Not being rude but Amazon.com doesn't offer this EMTA for sale so other sellers sell them. As-long as Comcast can activate it what the problem then & If they can't then Amazon should be able to accept the return of it. So Can eBay. But put your self in there shoes, I mean where else can they get it if they don't wanna pay $8 a month plus not knowing if they will actually get the TM822G from Comcast. They might get a TM722G lol and what if they have the new Blast! Speeds or Extreme 105/150.

ClockerXP
join:2001-05-24
Sterling Heights, MI
Netgear CM2050V
Netgear CM500V
Netgear C7100V

2 edits

ClockerXP

Member

You are wrong. The seller on Amazon I purchased it from, via Amazon Prime & fulfilled by Amazon, from is a major seller there and they had hundreds of positive reviews and successful activations by people. And, you can buy the TM822G directly from Amazon too if you want, right now.

There was no problem or issue with activating it on Comcast and the person at the Comcast office had absolutely no problem activating it for me and removing the rental fee at the time I made the switch. If there was any problem with the modem being unauthorized it would have been identified then.

It's also acknowledged as a known issue by Comcast effecting both standard modem and EMTA owners: »forums.comcast.com/t5/Bi ··· /1845029

new modem
@104.10.253.x

new modem

Anon

Yep they do this ALL the time.
Short answer, keep all your receipts. ESPECIALLY for Comcast equipment that you return.
When I cancelled CATV (but kept HSI) the tech picked up and took away 2 cable boxes (HD-DVRs). A month later I was billed $300 EACH for un-returned equipment. It took several months and a trip down to the local office with the receipt the tech left with me when he took the equipment away. ALWAYS make sure ANY tech who removes equipment from your house leaves you a receipt WITH THE SERIAL #'s on it!!!!!
JohnUSA
join:2009-03-01
USA

1 edit

1 recommendation

JohnUSA to ClockerXP

Member

to ClockerXP
I feel your pain and I will say as candidly as I may: Comcast is one of the worst companies that I have ever dealt with in my life. I hate them with all my heart.
I have been with crooked, horrible and lousy Comcast for about 12 years. I never leased any of their cable modems, I purchased my own Motorola modem even before the very first Comcast technician came to my house to hookup my TV and Internet connections. Until early this year all was OK, then suddenly out of the blue crooked Comcast started charging me their ridiculous, unfair and exorbitant $8.00 monthly modem fee even though I have never rented/leased any cable modems from them, NEVER.
I upgraded my modem early this year to the new Docsis 3.0 Motorola SB6141 white modem and had to update the MAC numbers, maybe this erroneously triggered Comcast billing to start charging me the $8.00 monthly fee. I called Comcast to clear this error and was told that I had to go to their nearest office and show proof of ownership. So I did, taking with me the modem receipts and boxes, yes I had saved them as I never trusted Comcast. Luckily (that is what I thought) for me their office manager helped me and promised me that their error will be cleared in just a few days. He was lying through his teeth, the despicable and incompetent person, as next month the $8.00 fee was still on my bill and never taken off or been credited. I was livid, so again I called these crooks and they apologized saying that the stupid and idiot manager had entered the wrong code on my billing account.
So at last my issues were fixed, permanently I hope, and so far I do not get charged the $8.00 fee.
But I still abhor, hate and despise crooked, evil and lying Comcast.
They are the bottom of the barrel company, real BAD.

FureverFurry
RIP Daphne: 3/12/05 - 6/19/12
Premium Member
join:2012-02-20
49xxx
Zoom 5341J
ARRIS WBM760
Vonage VDV-21

FureverFurry to new modem

Premium Member

to new modem
said by new modem :

ALWAYS make sure ANY tech who removes equipment from your house leaves you a receipt WITH THE SERIAL #'s on it!!!!!

There was a spell a year or so ago that the Comcast techs in MY area did NOT issue receipts. They scanned the equipment (returned, swapped, etc) with their belt-device and claimed, "don't worry; it will show up as removed." YEAH, right. Hopefully that's changed.

Jim721
join:2014-07-31
Belleville, MI

1 edit

Jim721

Member

said by FureverFurry:

There was a spell a year or so ago that the Comcast techs in MY area did NOT issue receipts. They scanned the equipment (returned, swapped, etc) with their belt-device and claimed, "don't worry; it will show up as removed." YEAH, right. Hopefully that's changed.

Techs wont issue a receipt
in my market thats why i take all my returns to the service centers.

ClockerXP
join:2001-05-24
Sterling Heights, MI
Netgear CM2050V
Netgear CM500V
Netgear C7100V

1 edit

ClockerXP

Member

Just as a follow up:

I received the following email from someone at the Comcast Heartland Office:

Thank you for contacting our Executive Office.

We have successfully received your correspondence and an Executive Customer Care Specialist will attempt to contact you within 24 business hours to further discuss your concerns.

We appreciate your patience and patronage.

Kind regards,

Comcast Executive Customer Care

I also sent my information via email to We_can_help@cable.comcast.com (yesterday) because some people have had luck getting the problem resolved that way. Have not heard back from them though. Maybe they could see that the 'Heartland' office was working on it since I gave them the ticket #.

EDIT: Actually the ticket number they are referencing in the email I just received is different than the one I was given when I was asked to fax in my information. I did ask my Sales Person to help as well so I guess somebody, somewhere is helping me. Just not sure which one. Heartland office (directly), We_can_help, or my Sales Guy.