Now how will I watch "MacGuffin: The Un-Findening"?

August 9, 2012 1:43 PM

How do I tell Comcast I don't have a piece of equipment they claimed they sent me and avoid getting charged insane fees?

I live in a group house in the DC area, and my roommates and I have recently decided to reduce our cable/internet package to just internet. When I called Comcast to cancel the service, the support specialist cheerfully told me I just needed to return their cable box and three digital adaptors or we'd be charged for them ($360 and $70, respectively, per item).

The digital adaptors are no problem: we had three TVs hooked up to cable and each one has an adaptor. But there is no indication of a separate cable box existing anywhere and this is driving me mad. On the one hand, I want to say we never had it 'cause I don't remember ever seeing it. On the other, it had to have been hooked up somewhere since the cable wouldn't have been working without it, right?

In the event it doesn't turn up, what can I expect?

posted by anonymous to home & garden (11 answers total)

You might want to ask the mods to update with this information, but where do the cables terminate?
posted by griphus at 1:49 PM on August 9, 2012

you could call them and say "okay, I know this is a really dumb question, but....I can't seem to find the cable box. Where would I go looking for it and what does it look like? Like, is there a cable I could follow until I find it, or....?" Have them stay with you on the phone while you retrace your steps looking for it. Either a) you will find it with their guidance, or b) they will realize that something weird's going on and maybe they'll send someone out to find it themselves.

I do this kind of thing, but I also tend to not have a problem looking stupid to gas/phone/utility guys. I figure that as long as I admit I'm an idiot and this is a silly question I'm asking them, at least I've given them a bit of a chuckle.
posted by EmpressCallipygos at 1:54 PM on August 9, 2012 [2 favorites]

It is possible that you did not have a cable box if you weren't accessing anything other than basic service, most cable ready tvs can handle that without a box. If you were receiving any premium services, it is likely there was a box.
posted by HuronBob at 1:57 PM on August 9, 2012

If you had the most basic of cable, you would only need the converter boxes. It might be that the original cable box was returned when whoever went to Comcast to get said boxes. Those converter boxes were required after the conversion to HDTV in 2009. Even if you had a cable ready TV (I went round and round about that.) Those were free.

Call them back and ask them what kind of cable box it is. Is it a DVR? Is it a Scientific Atlanta (if it is, it's a relic) or is it a Motorola, what kind of box was it? Ask for the serial number. Ask when it was assigned to your house (it might have been a decade ago.)

Once you start gathering this info, you should get some clues as to what the dilly-o.
posted by Ruthless Bunny at 2:05 PM on August 9, 2012

We They can submit an equipment research form to see if the box was used on your account. If it wasn't, then we they take it off of your account. A lot of times we they will just take it off anyway. As long as you're sure that you never had it, and you are polite, the situation will resolve itself to your satisfaction.
posted by sacrifix at 2:32 PM on August 9, 2012 [7 favorites]

sarifix has it - Comcast tried to charge me for a cable modem I never received. I told them to tell me when the last time they saw its MAC address on their network, and what MAC address they saw at the time. A few seconds later and they dropped the charge.
posted by TheNewWazoo at 2:39 PM on August 9, 2012 [5 favorites]

How long have you lived there? Is it possible a previous housemate took it when they left?

I recently got an updated cable box - went to HDTV from the old standard digital box. When I asked Comcast what I should do with the old box they said they guessed I could return it ... somehow. They guy literally didn't know. It's in my storage shed for the possible eventuality I need it. But they aren't charging me for it on my bill. So I guess I'm not so sure they actually keep track of these things that closely.
posted by marylynn at 3:11 PM on August 9, 2012

Well, worst-case scenario you can figure out what kind of box it's supposed to be and buy one on ebay, and see if they call for that. Searching for "comcast cable box" on ebay gets plenty of results.
posted by Slinga at 4:28 PM on August 9, 2012

Comcast in DC charges me for a phantom modem every time I move and end my service. I own my own modem, and my bill has never had modem lease charges, but it still takes multiple requests and escalations to resolve it each time.
posted by roomwithaview at 4:49 PM on August 9, 2012

First, I'd call Comcast and ask for details of the cable box. Type/model/serial number, as well as when/how it was delivered, and who signed for it.

If Comcast is unable to produce documentation, see if they will reason, by lack of evidence, and remove that responsibility.

If they can't yet refuse to reason, file a complaint with FCC online. You will wait several months for your complaint to be processed, but once the case is active, it will resolve quickly. (I had a similar equipment return issue with Verizon in the DC area that I tried to resolve for 2 years. And one complaint to FCC resolved it, complete with an apology.)

If they do produce documentation, see if you can find a used replacement online. In the worst case, pay the fee, hopefully not too damaging if divided among the housemates.
posted by MD06 at 2:59 AM on August 10, 2012 [1 favorite]

Comcast (in Chicago at least) has had lots of problems with installers saying they have installed a box (when it wasn't necessary) and then re-selling/re-installing that box to someone else (or something, I don't know, but there's apparently some benefit in it for them)

I had this same thing happen to me -- actually had 3 boxes 'on file' when my TiVos mean I needed no boxes. In my case, I KNEW there was never any boxes and ended up filing a police report at Comcast's request.

Comcast, though, to their credit, when I notified them of this, not only did not expect the phantom boxes back, but refunded me the fees on the boxes that I had been paying unknowingly.

I guess what I'm saying is if you don't have the box, I wouldn't assume you ever had the box.
posted by MCMikeNamara at 8:34 AM on August 10, 2012