We made it easy for you to exercise your right to vote! Why didn't it? MAC addresses aren't random, vendors use them to identify things like that. Comcast has been charging me for my Zoom modem since its installation. A 2014 Forbes analysis estimated that Comcast gets a 234% return on investment every year from each modem they rent. You can also follow him on Twitter, Facebook and Google or sign up for his newsletter. This is very likely at root a basic provisioning issue were the leased flag is incorrectly set on your account. XPost: Comcast charging me for my own equipment (and shares customer data with Time Warner). Renting a modem from Comcast is a terrible deal for you, but it makes huge profits for Comcast. Sending a collection agency after you when you had nothing to give it was a bit hasty. I tried calling Comcast and was able to talk to someone. Can Comcast track the returned equipment? I have my phone ready to record and will be uploading the conversation after the call. Xfinity For full functionality of this site it is necessary to enable JavaScript. …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. Issue closed...or so I thought. 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. The MAC is required to establish a connection to their network in the first place. (self.Comcast) submitted 1 year ago by jugglesme After a while we figured that out and I was forwarded to a manager. You have two boxes on one outlet because Comcast in your area does not offer an HD DVR, and they've made available this … In fact, once a device leaves Cisco's manufacturing line there's zero guarantee that MAC address is valid for that device anymore. I don't find that awful as long as they are reasonably upfront about it. 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. PM me if this doesn't get sorted out for you. Jon Brodkin - Jan 7, 2020 5:46 pm UTC wrote: Comcast keeps charging me Internet Equiment fee but I own my modem. 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). I don't believe you are being done over. Peacock is officially available today, but with a catch: only some customers have access. 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 … How about the OP's specific SKU?). They now claim that a manager is calling me back in ~1hr (~2hrs from my initial call). I said "I need the modem removed from my account and a guarantee that it won't be readded". It's been a nightmare. It is so unfair to have to pay for equipment I returned and don't have. A few months ago I noticed a surprise on my Comcast bill. They told me they can't refund my credit card... because I don't have an active account. I switched from UVerse. I had Comcast Internet and Phone. But, the more 4k shows we watch the more I see my house coming closer to it. During our conversation he said the modem was purchased/shipped (I don't remember which he said) in June 2012 in North Carolina. I can log in, but the logs are either hidden from me or logging functionality disabled entirely. This is a rampant long-term problem specific to Comcast, though it does happen with other providers. I'm a bot, bleep, bloop. Unreturned equipment fees are the bane of any Comcast cord-cutter. I contacted Comcast on your behalf. Learn more about fees and surcharges that appear on your Comcast bill here. That wouldn't explain Comcast knowing it was previously on TW's network. Your claim has been dropped. ** You entrusted your sister with the cable box (which was almost certainly not worth $1,300, but that's another issue). That's unfortunate. Add your voice. I will hold off on submitting the audio until this call is done. Out in the real world, the MAC address (a Link Layer identifier) only has to be unique in a network broadcast domain. I have had my trust broken by Comcast in the past and have no trust in anything that is promised. I moved to Jacksonville, Fla., last year. The company has a right to get its equipment back. Please let me know if there is anything you can do to help me resolve this matter. New comments cannot be posted and votes cannot be cast. 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. Either way this proves (at least to me) that Time Warner provided customer info to Comcast. 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. And that they will charge me up to $1500 if I don't return the equipment soon. * or just to vent about how shitty and monopolistic Comcast is! This manager was a little more knowledgeable...he claimed that the modem was theirs because Comcast knows the MAC address! I haven't been able to resolve this. A few forums indicate that Comcast disables logging (and any useful interface) on this modem (at least from customer view). 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). Today is National Voter Registration Day! Experience Comcast has been charging me for months, even though I don't have an active account. … 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. Please let me know if there is anything you can do to help me resolve this matter. Learn about replacing your equipment now to get the most out of your Xfinity service. 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.). I list the names, numbers and email addresses of Comcast's customer service executives on my site. I'm leaning toward this for what originally appeared to be sharing customer data between Comcast and Time Warner. You’re unstoppable. 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. Hardware is routinely recycled or discarded, so who knows what happened to your old box? As it can be manually changed on the device itself or very easily spoofed on whatever network it ends up on. You’re informed. I don't have high hopes for tomorrow either since it's memorial day. It depends. Amazon doesn't. Comcast doesn't (do they even buy Cisco modems? And they would much rather charge you than have that old remote back. 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. Comcast is charging Ruth Molina $1,300 for equipment she already returned. You can see your modem logs at http://192.168.100.1. 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. Instead, all of your calls to Comcast got you nowhere. Cisco just manufactures it and stuffs it into the logistics systems. Comcast started charging me $** more than I was paying last month. Quite an amazing feat if you ask me sarcasm. Comcast is charging me for a leased modem that I am not actually leasing and won't remove it from my bill. Whether you’re returning a modem, digital adaptors, or even a remote, Comcast will charge you if you don’t return it the way they want. It looks like all is well with my account for now. Comcast should have associated your sister's returned equipment with you and closed your old account. 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. I also have a few helpful tips on resolving a consumer complaint. They are wanting to charge me $300 for equipment I already returned. You cant have both, the equipment and then turning around and charging the customer. I am not disputing the late equipment return. 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. But there's plenty of blame to go around on this case. They were charging me for a leased modem. Pride, 60, of Falmouth, contacted me, and I contacted Comcast. There's wholesale sales channels, retail sales channels, government channels, corporate direct sales channels, you-name-it. Learn more about what [BCB:148:XF.EN_US:ECB] products and services cost in your neighborhood. -- Ruth Molina, Saint Johns, Fla. I've had a cap for years. The buyers don't give a shit either. And that if they charge me, I will be sure to put them on blast for everyone. All rights reserved. That's when I discovered I had a balance of over $1,300 for "equipment." I'll keep this up to date with my experience. I'm going to give the normal process ~1 more week. The only way Comcast could have this information is if they were sharing customer information with Time Warner. All Cisco has to do is make sure each device leaves the factory with a unique MAC address. I don't know of any manufacturers using it to track product out into the supply chain. Now I have a motorola modem from Comcast, and I put my toshiba away. They are asking for a tracking number, which I don't have. Since then, they’ve raised the price for rental modems more than 60%. There are countless stories online to back that up. The bottom line is that you were responsible for returning the equipment, and you should have retained a receipt for the hardware. 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. 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. 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. I now live in Illinois. It's illegal. It's been a nightmare. Hopefully this was just a big mixup in their systems. Update: No call back yet. I don't personally notice the cap I have (I have comcast due to no real competition where I live). If anything comes up related to this in the future I will make a new thread and reference this one. 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 can try to fix that for you - PM me your address/account info or shoot me an email at jason_livingood@cable.comcast.com. 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. My bill amount looks funny again and when I double-check, the modem has reappeared. 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 opened a new Comcast account in Jacksonville. Now Comcast has sent my account to a collection agency, which is affecting my credit. 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. I bought it through Amazon and still have the receipt. Thanks for the offer, I might take you up on it. Now Comcast has sent my account to a collection agency, which is affecting my credit. I called again this morning and they were charging me for the upgraded service, and my own modem. Part of HuffPost Business. 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. As I understand it, Comcast doesn't even sell Zoom modems. Privacy issues aside, knowing all of this still doesn't prove ownership. After a while the rep eventually agreed that they had messed up and offered to refund the amounts charged for the false modem lease, upgrade my service for three months (with auto-downgrade), and open an internal investigation about how the modem was added to their database. Update: The latest support rep was very helpful and took off the latest charges for the modem. Thanks, this is something I hadn't considered. Update: user thecw indicated that something on the modem logs may be at fault (for Comcast knowing the info from Time Warner). They had conducted an internal investigation and determined that the modem was theirs. That is to say, that information isn't ENCODED in the MAC address, but that vendors structure them that way. Press question mark to learn the rest of the keyboard shortcuts. Important conversations are happening now. 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. I just had a similar experience today. Make the most of your reading with comments, events and more. The lack of knowledge was amazing. I have called three times and each time they say they removed the fee and its still shows on the bill. 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