Poor Record Keeping Means Comcast Gets To Charge Customers For Modems They Already Own?
from the something-doesn't-seem-right-here dept
Let's say you're a big cable ISP who has just bought another cable ISP. One of the things both you and the other cable ISP offered was an option to buy a modem or lease a modem. However, after taking over the other ISP, you discover that there are no records of which customers bought and which are leasing. What do you do? Well, if you're Comcast, you apparently just assume everyone is leasing it and start charging them a monthly fee, even if they actually had bought the modem. Even better, it didn't even bother to notify people of this change, it just added the charge, and didn't bother to do something as silly as to make it a line item on the online bill that many people check. It was on the printed bill, but for people who get the online version, they're not going to check the printed bill very often. Simply deciding that because of a lack of records everyone should be charged, even if they owned their own modem, seems quite questionable. But, these days "questionable" activities seem to be the norm at so many broadband providers.Thank you for reading this Techdirt post. With so many things competing for everyone’s attention these days, we really appreciate you giving us your time. We work hard every day to put quality content out there for our community.
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Simple fix
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How many people can prove they bought their cable
If you ask me to prove if I bought it, it's not like I kept the receipt or anything. I bought it a couple of years ago.
I find this argument bogus, anyway. The cable company had to have records of who was leasing and who bought their own. It had to be a line-item in their billing system, no? If nothing else, they had to have records of the modems they were leasing, right?
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Scam
A friend of mine has his professional practice incorporated. Whenever possible, he buys things through the corporation and then buys it from the corporation for his personal use. He does this because it turns out the laws are much more on the side of a corporation in case of a dispute with an individual. So, if there's a problem he is on equal legal footing in a business to business dispute instead of a business to consumer dispute where the consumer gets the short end of the legal stick. This has saved him more than once.
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You know...
What is it with Comcast? Is the management just incompetent?
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Re: You know...
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Comcast blows
I brought an old laptop in case Comcast insisted I had to install some Comcast garbage on a computer. I didn't have to, and they put in the modem.
Originally I signed up to rent the modem. I was told it was going to be a brand new modem. When the tech arrived he told me all he had was a used modem and that new ones weren't availble for a month.
Anyway, everything worked and the tech left. 2 hours later the modem fried and died. hen I called Comcast they said it would be a week before anyone could come out.
A quick trip to Bestbuy and an 20 minutes with Comcast support and I had me new modem up and running.
The next day I took the dead one back to the local comcast office and stood there and confirmed in writing that they had deducted the charge for the monthly rental. I've kept an eye on the bill ever since.
Another thing that frost me is that I HAVE to get basic cable. I don't use it since I have a satellite system that works better.
I'm waiting patiently for FIOS.
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Re: Comcast blows
"I'm waiting patiently for FIOS."
Is your home owners insurance up to date?
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Re: Re: Comcast blows
And as far as HAVING to have basic cable, that's not true. I have since moved out of the comcast area and am now using charter, but I used comcast for 4 years. They charge more if you don't have their cable service, but they don't require you to have it.
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Re: Comcast blows
When I canceled the TV service, I was hoping a couple of TV channels would leak through, nonetheless. But, twasn't the case. Couldn't hurt to try.
It was better in State College, PA. I canceled cable TV service there, leaving the cable modem service, and continued getting channels 2 through 20, and the top few channels. It all included the local scrolling news, the networks, Sci-Fi, TMC. But that's all history.
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Re: Comcast blows
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COMCAST
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Re: COMCAST
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Not Incompetent ... just crooks.
People act as if it is incompetence from Comcast, but look at it closely, it is machiavelian greed rather than competence. What has Comcast lost. Nothing!. They just got more revenue regardless whether justified or not. They just scammed you. Are you going elsewhere ... probably not.
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the facts are they dont know who purchased or not
if we assume every one purchased then we losse x dollars per leaser
if we tell every one we lost our records and ask them to help us rebuild them ie tell us if you lease or own we will end up with almost the same as above aside from a few honest people.
if we treat every one as leasing then if you own you will phone in and tell us we then promptly reverse charges on the lease. if you lease you see everything as normal and you dont phone in now we have our records of leasers and owners
but now that you can see the logic the smart thing to do if your a leaser is phone in and complain about the lease charge
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Re:
Actually, extrapolation solves the problem.
Comcast only needs the prior month's bill to rebuild that database. Just look to the people being billed a leasing fee to see if they own the box on not.
On the customer side - you don't need the receipt proving you purchased the modem, just a bill that shows you weren't being charged the lease fee.
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billing
About a year later the rental charge showed up on the bill again, took 3 weeks and a trip to the local office (in line for 52 minutes) to show them the receipt when I turned in the modem. Did the same thing to me when I moved, get a letter 6 months after I terminated service stating I didn't return my converter boxes. I actually had to get tech support to search the tables to locate my old boxes then send them proof I had actually moved! Comcast as a service was great hardly ever went out but dealing with customer service or billing was always a nightmare.
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Re:
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Proof of purchase
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comcast hd
here's the work around: when you want to watch broadcast hd, simply take the cable from the box and put it straight into the tv. annoying, but changing the cable is very simple the way my system is set up.
another tip: run the cable to your vcr before the digital box so you can still record channels you aren't watching. that's another feature of the digital box. it makes it impossible to tape anything you're not also watching.
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Comcast isn't the only one
No, she never turned it in to buy one. Yes, it was her fault for not getting off the lease plan. But that definitely doesn't justify billing someone thousands of dollars for an obsolete bit of technology!
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they did the same thing to me!
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Re: they did the same thing to me!
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Modem & Comcast
the installers from Comcast hooked me up again but took my modem and told me it wouldn't workand I would need one of theirs. I questioned it and I was being charged for their modem, after numerous phone call and complaining I asked them to return my stolen modem which the installer took and to remove all my modem charges. it was finally settled after several months and I received credit. but dealing with them was no picnicthey replaced my modem with a new one like had before.
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Mail fraud!
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Don't call me a liar!
When I moved from Indianapolis back to my hometown, I had them setup TV and internet at my place, and I already had my own cable modem from when I lived in Indy. I had their service here for about 6 months, then I learned that fiber optic was now available in my neighborhood. Of course I switched because it was a hell of a lot faster internet and more channels on TV than Comcast offered, for less each month.
Well, during the "disconnect phonecall" that I made to Comcast, I was informed that I needed to return my cable modem. Excuse me?? YOUR modem?? Um, lady, there is no "rental fee" each month on my account, RIGHT? Well, no there isn't, she said. Of course there's not. I own a Motorola SURFboard 5120. Is that the brand or model number you rent to your customers? "No, it isn't", she said. AND, since I saved the work order and had it in my desk drawer, I can prove beyond any doubt that this modem is mine and I wasn't renting one of yours. The install tech's name was on it (and I'm sure he can remember me from all the others) and had a BEAR of a time getting the system to recognize it and give me a good download speed. He was here for well over an hour that day getting it to work. I was going to get him involved in case this got out of hand.
After getting nowhere on the phone, I finally drove to the office (thankfully there's one here in town) with my modem in hand, showed the lady my work order, and how I argued that I have my own modem, over the phone. I was waiting for the classic excuse... "how do we know that this isn't somebody elses" or some lame excuse. But since I brought it to the office and had her pull up my account showing that there's no $3.00 rental fee each month, how could I have their equipment? I pointed out to her on the work order that the install tech noted that I have my own modem, and so the "unreturned equipment" fee was dropped.
The moral of MY story is...thank GOD I saved that work order showing my own modem on there, and the local office showed NO rental fee for a modem on my account. It's better to disconnect in person, than it is on the phone. It took ten minuted to clear my account of an unreturned modem fee compared to countless phonecalls to people that can't even speak clear English!
GOD, I hate Comcast!
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Time Warner has done similar...
They finally managed to clear it up for me, but it was pretty disturbing to know a major company like that "lost" all these records.
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Seeking Aggrieved Consumers
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Seeking Aggrieved Consumers
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Cheat them
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comcast overcharges
Though I spoke with several customer service reps this evening and even "chatted" online with a rep...none of them seem to understand that if I paid half of the bill for all three last month,that to expect me to pay for services not used this past month and double internet services to boot...plus next month's internet is beyond comprehension.
Having read the many horror stories regarding Comcast's attempts to fleece their customers...especially if one has removed much of their services from their account...I guess I am left with few alternatives.
Unfortunately, in the area where I live, Comcast has a monopoly!
I intend to be on the phone again tomorrow with formal complaints against them with the Better Business Bureau,Consumer Affairs,the Attorney-General's office and anyone else that may be able to help with this.
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same problem for the comcast try to charge rental fee for my own modem
They just said the the MAC ID shows that the modem belong to them, I need to provide the receipt to proof the modem belong
to me.
I asked them to proof the modem belong to comcast, they said
the MAC ID is a proof, I asked them provide the SN number of
the modem, they just said , MAC ID is SN.
What's wrong with them.
Thanks Fry's they can reprint my receipt with my Credit card number.
otherwise, I can proof the modem belong to me!
I will never choose comcast when I move a new apartment!
It seems that I am not the only one to fell bad about comcast service!
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