Billing

[drescherjm]

Since the transfer to xfinity in the summer of 2010 I have been charged a modem rental fee for a modem I have purchased in 2004 online and have used ever since. At that time my cable company was Adelphia but Comcast bought them out a few years later. Anyways at first I did not notice the charge on my bill it since my bill did not change. I think they reduced the internet service a few dollars and made a seperate charge for the modem. I did however notice once the fee increased to $7 per month but I did not call. I work 80 hours a week which makes it very difficult to call during normal business hours. Anyways I called up last November I believe the Tuseday before Thanksgiving and I spent at least 45 minutes on the phone and still did not get this resolved. Calling billing did not get me very far since the operator could just verify that my modem was being  charged as a rental but she could not take it charge off without disconnecting my internet. After a long discussion I believe she connected me to the internet side of thigs and after I explained my story to 2 or 3 people I finally got to a manager. The manager (XBP if that means anything) told me that yes my modem (by its history) it does not look like a rental but he would have to run some kind of check and since it was a holiday he would call me back the next week at work and that I shoud expect to be credited for each month's fee. I never recieved any calls or messages on my voice mail from him. This obviously has not been corrected. How do I go about getting this fixed? It is extreamly frustrating paying a $7 per month rental fee on an $80 item that I purchased 7+ years ago and own.

[CCCarole]

You may send an email to the We Can Help Team at:  We_can_help@cable.comcast.com

.Please include all of the following in your email:

Service address

The full name on your account

Home phone number & an alternate number where you can be reached if possible

Your Comcast Account number

A link to this Thread

A detailed description of the problems

[drescherjm · Accepted solution]

Thank You. I finally had a day off yesturday and decided to try to take care of this. After using the email address provided I was contacted by the Executive Care Team and in about 24 hours my problem was solved and I was credited for the entire rental fee.

Thanks again,

John