[Hidden-tech] Comcast outrageous

[Kristi]

Comcast is in a regulated industry group, and is overseen in Massachusetts
by the Department of Telecommunications and Cable.  No guarantees of a
great response, but maybe these links will help:

http://www.mass.gov/ocabr/government/oca-agencies/dtc-lp/


Consumer Division Responsibilities
The Division is responsible for the enforcement of Massachusetts laws and
regulations affecting residential customers of telecommunications and cable
companies in Massachusetts. The mission of the Consumer Division is to
protect consumers from unjust practices and to monitor the quality of
service provided.

Kristi A. Bodin
199 Turnpike Road
Montague, MA  01351
h: 413-863-2858
c: 413-695-9848
krystyobolyte at gmail.com

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On Sat, Dec 7, 2013 at 3:08 PM, DAVID SPOUND <dspound at mac.com> wrote:

>    ** Be sure to fill out the survey/skills inventory in the member's area.
>    ** If you did, we all thank you.
>
>
>
> Hello --
>
> I just spent nearly 3 hours on the phone with Comcast. As some of you may
> know, Comcast is requiring customers who have older modems to upgrade. The
> modem upgrade is "free".
>
> But the new modem did not work properly out of the box, hence the tech
> support. It took hours because the first two tech support reps with whom I
> spoke did not speak English well. Very frustrating.
>
> One of the "features" of the new modem seems to be that it will not work
> with my Apple Extreme wifi base station. The modem has its own built in
> wifi, but I need to keep using my Apple router because I have a wide range
> of Apple devices that depend on it. Even my printer is connected to the
> Apple router. Without that, I cannot print.
>
> Comcast is insisting that I pay $79.95 for their "Signature Support"
> through which they tell me my Apple router can be enabled on their network.
> After finally speaking with a more friendly and helpful tech support rep, I
> have learned that there is a feature on my new modem that needs to be
> disabled (bridge mode) so that the Apple router can work. This cannot be
> done by the regular tech support team. They don't have access to this
> feature. Only the Signature Support people have this capability. I need to
> pay $80 for this.
>
> This seems outrageous. My old Comcast modem works fine and the Apple
> router works fine with it. It seems that Comcast wants to prevent any
> devices on their network except those that they have specifically
> approved/configured. I'm OK with that, but not with paying $80 to make
> something work that has worked fine for years (when I use the old modem).
> And I am also annoyed because Comcast is requiring me to replace a modem
> that is working fine.
>
> I seem to have no choice because the old modem is supposedly going to be
> disabled by Comcast.
>
> Has anyone in our Hidden Tech community experienced this issue? If so, how
> did you handle it?
>
> Any thoughts would be appreciated.
>
> Thanks,
>
> David
>
>
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