Non Rented Modem $70 Tech Visit Fee?
reddit.com/r/Comcast_Xfinity/comments/daw3r2/...Posted Sep 29, 2019, 3:01 PM UTC
27
reddit.com
[deleted]
1
Looking at your signal levels your upstream is out of spec on one channel, and one is at the limit of 55 and the other is very close. It's possible those are swinging further out of spec at times and causing a bunch of issues. You signal levels are in spec for downstream, but it looks like you have a decent chunk of uncorrectable codewords.
Do you have any splitters on the line? If so, can you bypass or replace and recheck the levels?
1
No splitters goes straight to the Modem. There is a barrel connector the Installer put instead of running a longer cable when i got the service 4 years ago though. I don't think those can go bad can they?
1
I just had Comcast come out. My modem levels were bad and we were having TV picture breaking up. They never said anything to me about having a customer owned modem. The tech showed up and ran a temporary drop and that resolved the issue.
1
It’s $70 if it’s a problem with your equipment or your wiring. Also, if you self installed sometime in the last 30 days. Exterior issues are no charge as always.
1
It took three tech visits to fix my service issues and I was using my own modem.
The first visit, I was not charged for the visit.
When scheduling the second visit, it was recommended that I rent a modem from them otherwise, if the issue was on my side of the demarc, I would be charged for the visit. I was also told upfront that they'd credit me for the rental once everything was resolved and I returned it (which they did). They did not charge me for the visit.
For the final visit, I was still using their modem. They ended up replacing my drop and that resolved the issue. I got charged the $70 visit. They credited back to me after I reached out to them about the charge.
My advice would to rent of their modems and see if that resolves the issue. If not, continue to use it until you get the issue resolved. If the issue ends up being on their side of the network, then ask to be credited for the rental and any tech visits. If it's on your side, be prepared to eat it, but it doesn't hurt to ask them for a credit anyway.
1
Save your money. I had Comcast come out and the person they send will usually be unable to actually triage the issue any more than you will. Most signal issues are issues outside the home - very rarely are they inside. You're better off chatting with tier-2 technical support or swapping in a different cable model if you can... and swapping in the new modem is ALSO cheaper than having the tech come out and do nothing useful.
1
Really depends on the tech. Most of us don’t charge for trouble calls unless it truly is the customer at fault. And even then I think I have only charged maybe 5 people in2 years.