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Comcast in hot water for telling customers they can't use their own modems

Comcast in hot water for telling customers they can't use their own modems

In an apparent mix-up, Comcast allegedly told customers with 105Mbps 'Extreme' service that they couldn't use their own modems. They would instead have to rent modems from Comcast and pay an exorbitant $250 non-refundable installation fee.

This was all correct according to an old customer service document from 2010, which allegedly had its date changed to 2014 and sent to a customer.

Ars Technica explains.

The document was posted on the forum and sent to the news site, Stop the Cap, which wrote about the incident yesterday. "Some customers are angry and frustrated to learn Comcast has stopped 'officially' allowing the use of customer-owned cable modems for its 105Mbps 'Extreme' service, insisting subscribers rent a company-supplied gateway for $8 a month," Stop the Cap's Phillip Dampier wrote.

A DSLReports story pointed out that a portion of the alleged Comcast memo contains spelling and grammar errors, possibly indicating that it isn't an official company document, but Comcast has chalked this up to a "miscommunication" between the DSLReports poster and a customer service representative. A Comcast spokesperson told Ars that he is "having someone try to figure out how to reach the poster, apologize, and fix this immediately... Xfinity Internet customers can either buy or rent modems."

 To keep reading about this crazy story, continue on to Ars Technica. 

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