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Does COMCAST charge you for more equipment and services than you have?


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5 replies to this topic

#1 OFFLINE   grunes

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Posted 20 February 2014 - 08:45 PM

Does COMCAST charge you for more equipment and services than you have?

 

------------------------------------

(I'm especially interested others subscribed through the Lanham, MD cable affiliate, so we can take the matter up with the local cable commission, but I'd be curious if this is a nationwide problem.)

 

We have a long term problem with COMCAST. They keep charging us for boxes that we don't have, and for services to support those boxes.

Now, they started charging us for our modem, which we bought ourselves from Best Buy. It's possible - I'm not sure, that we are still being charged for service for the old modem too.

I'm starting to wonder whether this is typical, and whether most Comcast customers aren't being charged a substantial amount for stuff they don't have. Or is our case special?

Could you folks check?

------------------------------------

To see what equipment you are charged for:

Visit http://comcast.net through a desktop browser. Firefox probably works best on Comcast's site.
Click on logon, enter your username and password.
Click on "My account"
Click on "My Services", near the bottom
Click on "Equipment". You may need to click on something to see the second page, etc.
Look for modems.
Count # of remotes
Count # of boxes, check types. Do they match?
See if there is anything else.

To see what services you are charged for:

Click on "Billing and Payments"
Click on "View or pay full bill"
Look for extra services that support things you don't have.

------------------------------------

It all started with the installation, after they fooled us into switching to Digital Cable, years ahead of when we really needed to, because they kept claiming that Analog cable was about to stop working. (It finally has, to a large extant, but that isn't the subject of this post )

They were supposed to install and wire one DVR, one cable box and one DTA. After 5 visits by various contractors (they wouldn't send Comcast's own people, only contractors), over a period of a few months, they only got the DVR working, with the wrong channel line-up, and didn't give us the other boxes. We finally drove into the local Comcast affiliate office, in Lanham, MD, got self-install kits, and followed directions. Surprise - it started working immediately. Presumably, following directions was too complicated for the contractors used by the local COMCAST affiliate.

But they were charging us for one more cable box than we actually had. We complained - a lot, and they finally removed it.

Then we exchanged the cable box for a DVR, again by driving into the Comcast office with the old box. They started charging us for the DVR, but they kept charging us for the old cable box. We have complained many times, over a period of years. One of the last times, they said we have to prove we don't have the box. There is no way to prove a negative (we don't have a receipt for the exchange), so we asked them to at least stop service on that box. Not only would that reduce the bill, but when the customer who was using it called to complain, that might prove we didn't have it. But they said they can't discontinue service on a box.

If we discontinue COMCAST service, and move to Dish, DirectTV or Verizon, I bet COMCAST will charge us the purchase price of the box that we don't have. Actually it is worse than that - the serial # of one of the DVR boxes we do have is listed wrong, so they might charge us for that box too. And for the modem we bought ourselves.
 

COMCAST is, AFAIK, the leading U.S. Cable provider, possibly the leading Internet provider, and they will be even bigger after they buy Times-Warner. The parent company also owns NBC, Hulu, and a whole bunch of cable channels. That makes them a pretty big company. They aren't some empty shell company - they have the technical expertise to keep all this working, most of the time.

 

It doesn't seem possible they could be doing this systematically to many, many customers, else there would be congressional investigations. Maybe it's only the Lanham, MD office. But let's find out...


Edited by grunes, 20 February 2014 - 08:45 PM.


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#2 OFFLINE   Paul Secic

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Posted 21 February 2014 - 10:33 AM

Does COMCAST charge you for more equipment and services than you have?

 

------------------------------------

(I'm especially interested others subscribed through the Lanham, MD cable affiliate, so we can take the matter up with the local cable commission, but I'd be curious if this is a nationwide problem.)

 

We have a long term problem with COMCAST. They keep charging us for boxes that we don't have, and for services to support those boxes.

Now, they started charging us for our modem, which we bought ourselves from Best Buy. It's possible - I'm not sure, that we are still being charged for service for the old modem too.

I'm starting to wonder whether this is typical, and whether most Comcast customers aren't being charged a substantial amount for stuff they don't have. Or is our case special?

Could you folks check?

------------------------------------

To see what equipment you are charged for:

Visit http://comcast.net through a desktop browser. Firefox probably works best on Comcast's site.
Click on logon, enter your username and password.
Click on "My account"
Click on "My Services", near the bottom
Click on "Equipment". You may need to click on something to see the second page, etc.
Look for modems.
Count # of remotes
Count # of boxes, check types. Do they match?
See if there is anything else.

To see what services you are charged for:

Click on "Billing and Payments"
Click on "View or pay full bill"
Look for extra services that support things you don't have.

------------------------------------

It all started with the installation, after they fooled us into switching to Digital Cable, years ahead of when we really needed to, because they kept claiming that Analog cable was about to stop working. (It finally has, to a large extant, but that isn't the subject of this post )

They were supposed to install and wire one DVR, one cable box and one DTA. After 5 visits by various contractors (they wouldn't send Comcast's own people, only contractors), over a period of a few months, they only got the DVR working, with the wrong channel line-up, and didn't give us the other boxes. We finally drove into the local Comcast affiliate office, in Lanham, MD, got self-install kits, and followed directions. Surprise - it started working immediately. Presumably, following directions was too complicated for the contractors used by the local COMCAST affiliate.

But they were charging us for one more cable box than we actually had. We complained - a lot, and they finally removed it.

Then we exchanged the cable box for a DVR, again by driving into the Comcast office with the old box. They started charging us for the DVR, but they kept charging us for the old cable box. We have complained many times, over a period of years. One of the last times, they said we have to prove we don't have the box. There is no way to prove a negative (we don't have a receipt for the exchange), so we asked them to at least stop service on that box. Not only would that reduce the bill, but when the customer who was using it called to complain, that might prove we didn't have it. But they said they can't discontinue service on a box.

If we discontinue COMCAST service, and move to Dish, DirectTV or Verizon, I bet COMCAST will charge us the purchase price of the box that we don't have. Actually it is worse than that - the serial # of one of the DVR boxes we do have is listed wrong, so they might charge us for that box too. And for the modem we bought ourselves.
 

COMCAST is, AFAIK, the leading U.S. Cable provider, possibly the leading Internet provider, and they will be even bigger after they buy Times-Warner. The parent company also owns NBC, Hulu, and a whole bunch of cable channels. That makes them a pretty big company. They aren't some empty shell company - they have the technical expertise to keep all this working, most of the time.

 

It doesn't seem possible they could be doing this systematically to many, many customers, else there would be congressional investigations. Maybe it's only the Lanham, MD office. But let's find out...

YES!


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Equipment: VIP 722 reciever


#3 OFFLINE   grunes

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Posted 21 February 2014 - 03:07 PM

YES!

 

OK, brevity is the soul of wit.

 

But.could you be a little more specific?

 

E.g., which Comcast affiliate office you go through, what they are charging for that they shouldn't, whether you know anyone else with the same problem, etc.

 

If we both happen to go through the same office, and can find a few more people with the same problem, we could take it up together with the cable commission, or find a lawyer who takes class action lawsuits on a contingency basis.


Edited by grunes, 21 February 2014 - 03:13 PM.


#4 OFFLINE   kojak 35

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Posted 19 March 2014 - 02:13 AM

I work for a cable provider and I see this type of thing on a daily basis. The problem stems from commissions paid to sales reps. Not all, but some cable reps do put equipment on accounts that the customer doesn't have to increase their commission. I also see a very large trend when it comes to slamming customers with services they didn't ask for. Such as phone or internet. Sometimes cable, but that is less common then the other two. I have to say that the company I work for has a lackadaisical attitude when it comes to resolving such issues. The same is true for putting a stop to it. I can only assume this is because it results in more money for the company. For every person that has something like this happen and catches it, there is at least another person that won't find it. I don't know for certain but I would venture to guess this is common place for all providers to some extent. I for one am tired of seeing this and aim to put an end to it. It does nothing but anger customers and cause much distrust of the company. Not to mention it is a crime.

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#5 OFFLINE   consumer

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Posted 05 December 2014 - 09:53 PM

I'm in Montgomery County, MD.  I've had 6 bills so far.  The first was incorrect.  The second was short on the credits to correct the first bill.  The third was correct. 

 

The fourth was the start of billing for 2 boxes.  One box should be included in the package.  A second box was delivered without my request and knowledge.  It was in an area that I don't check.  It wasn't opened, installed or activated, but billed.  I made and wasted time to figure out the problem and returned this box.

 

The fifth bill had charges for 2 boxes and then a credit for the box charges in the fourth and fifth bill. 

 

The sixth bill had charges for 2 boxes again.  A representative said that someone didn't tell someone to remove the boxes on my account after I had returned the one that wasn't requested.  That representative made a note so someone could tell someone.  This someone telling someone else to remove boxes from my account is a process that would take a week.  It has been 2 weeks and there is no credit.  I may have to make and waste time to call again, so a representative can make a note for someone to tell that other somene to remove the box charges.

 

I was told by another cable provider representative that Comcast would start charging me for boxes.  A very interesting and specific warning that only took 2 months to become valid.



#6 OFFLINE   coolman302003

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Posted 06 December 2014 - 12:47 AM

What I have always read on multiple forums (and this is not limited to only Comcast), is ALWAYS keep the receipts with the serial number / MAC Address etc. listed on them and store them forever. Scan multiple copies of them and upload to Google Drive, Evernote, Dropbox, etc. etc. it can make fixing problems with equipment much easier.

 

They are notorious for changing customer owned cable modems to leased status and then later on charging for not returning even though it isn't theirs, which is why you need to keep the receipt if you purchase your own modem.

 

Also, another common mistake is when you previously were leasing a modem and later decide to purchase your own, it seems to be common that your new owned modem gets listed as leased, so again keep the receipts (the one showing you returned the leased one and the one from the store where you purchased the new owned one).

 

Also, most folks recommend returning equipment to the local service center/offices rather then shipping them back because in the past anyway you did not have any documentation with the serial /MAC address on them when you ship them back only a tracking number. I *think* this might have changed though with the new deal for returning equipment to UPS Stores with Comcast, you don't even have to package any of the equipment as the UPS Store takes care of that, I "believe" they will now provide you a receipt/invoice with serial/MAC address info on it as well as a tracking number.

 

According to the article on the Comcast Official Blog, you will receive a confirmation of receipt and tracking information from UPS.


Edited by coolman302003, 06 December 2014 - 12:52 AM.

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