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Comcast and the 9.25 Additional outlet fee

Discussion in 'TiVo Coffee House - TiVo Discussion' started by tabathadolley, Apr 3, 2012.

  1. HazelW

    HazelW Member

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    Dec 6, 2007
    No. Va
    It's all in the terminology. Comcast does not have a charge for a digital set top box. They have a charge for an additional digital outlet. That charge includes the set top box rental. If you use a TiVo instead, you get a $2.50 credit for using your own box. In either case you are charged $9-10 for the outlet.

    Do you expect that if you use a Tivo you should get the $2.50 credit against no charge for the outlet?
     
  2. tabathadolley

    tabathadolley New Member

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    Mar 17, 2012
    No. And I indicated in my previous posts that they either not charge me for the Add'l Outlet and just for the cablecard, OR, charge me the 9.25 for the outlet and provide me with the 2.50 credit. Currently I am getting a charge for the Add'l outlet at 9.25, and no credit at all.
     
  3. slowbiscuit

    slowbiscuit FUBAR

    3,627
    62
    Sep 19, 2006
    In the ATL
    Every Cablecard in their system is supposed to get the credit, whether it's the primary outlet or not, so once again they are screwed up.
     
  4. metalman7251

    metalman7251 New Member

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    Oct 20, 2007
    I filed a complaint with the FCC . They turned my complaint over to Comcast corporate. It does no good to complain. Comcast found a way to avoid rule 76.1205(b)(5)(c). Even though it states they may not charge you a fee to use you own set top box. They charge you a digital access fee. Funny you get 2 free digital adopters with no access fee. Once you hook up your TiVo you get charged the fee. They claim that their attorney's say it is legal. :(
     
  5. tabathadolley

    tabathadolley New Member

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    Mar 17, 2012
    That just, to me, means enough people need to complain. I just want the credit.
     
  6. tabathadolley

    tabathadolley New Member

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    Mar 17, 2012
    As of this evening, I am missing all of the cable channels on the Tivo. The screen is just black. This has been a nightmare of a process.
     
  7. cherry ghost

    cherry ghost Active Member

    5,380
    16
    Sep 13, 2005
    Chicago

    If you're on Twitter, you should contact them there


    @comcastcares
     
  8. tabathadolley

    tabathadolley New Member

    37
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    Mar 17, 2012
    I called Comcast this morning after trying to get on their chat for two days unsuccessfully, and the rep confirmed that they had cancelled my cablecard altogether. Is it really this difficult to add the 2.50 credit on my account!?

    We are moving in November, and I am going to make sure we are able to get another provider or satellite at that point. This has just confirmed how I feel about Comcast.
     
  9. tivohaydon

    tivohaydon New Member

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    Mar 24, 2001
    Customer service for these types of operations consists of frustrating the customer into no longer seeking a resolution. It pays off big time.
     
  10. tabathadolley

    tabathadolley New Member

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    Mar 17, 2012
    I agree that it works for most - in my case they're just going to lose my business.
     
  11. tabathadolley

    tabathadolley New Member

    37
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    Mar 17, 2012
    So... I received a call from the local Comcast office who referenced my BBB complaint as her reason for calling. She said that I was correct that I shouldn't be charged for the cablecard, and that they had a billing code wrong as the reason for my cable channels disappearing. She gave me her direct line to call her if the billing is still incorrect.

    I relayed to her the whole reason that I had made the complaint; the awful chat I had with the one representative. She said she'd look into it. I'll believe all of it when I see it.
     
  12. morac

    morac Cat God

    9,184
    72
    Mar 14, 2003
    NJ
    I never use chat with Comcast since the people who answer chat are morons. Phone people are a step up, depending on whether you end up getting someone local or in another country. Local people are usually fairly knowledgeable, foreign support not so much. The highest are the executive support team since they basically have near limitless power (Twitter and we_can_help@comcast.com). It's amazing how fast things get fixed when they get involved. Local techs suddenly bend over backwards for you.

    Executive support also has the power to do pretty much anything to your bill (within reason). For example, I had a problem last month with my Internet connection (signal problem) and one of the phone morons tried to add a modem billing code on top of the existing billing code which effectively locked my modem and then couldn't fix it. An executive support person managed to fix it but she told me it took "all her skills" to do so. She gave me the new customer ($89) double play package (including HBO and Starz) for a year to make up for it.


    I think what you end up getting billed also highly depends on how long you've had cable cards and/or service. I've pretty much never been billed an additional outlet fee for any of my cards. An automated audit tried to add an outlet fee last year, but I got them to take it off when I told them the fee was for Comcast equipment (I only have one HD box which the HD Technology fee covers). I was billed for the cards until recently (now free) and now I'm actually getting a credit per card. The more cards I have the more credit I get. That's probably wrong, but I'm not complaining. :D

    Here's my last months bill (prior to getting put on the new double play package) since I don't have the new bill details yet:

    [​IMG]
     

    Attached Files:

  13. tabathadolley

    tabathadolley New Member

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    Mar 17, 2012
    Thanks for the info! It seems you do have to go up to exec level to get anything done besides the normal denials. I am afraid I'm going to get home and have no HD, or no cable channels. I'll settle for no HD if it means the cablecard becomes free!
     
  14. morac

    morac Cat God

    9,184
    72
    Mar 14, 2003
    NJ
    Just a note, I've never been charged an outlet fee so all my dealing with executive support have been for service problems. They may or may not be able to help you with billing based on your area. I have the benefit of being in Comcast HQ's "backyard" which may or may not have something to do with it. That and I've had Comcast basically forever. The biggest plus may be the FIOS is available in my local Comcast coverage area. I can't get it at my location, but I'm not sure Comcast knows that.
     
  15. slowbiscuit

    slowbiscuit FUBAR

    3,627
    62
    Sep 19, 2006
    In the ATL
    LOL, and the Comcast outlet fee merry-go-round continues. You don't get the fee with 4 cards, tons of others do. And they wonder why we're filing FCC complaints, but this is exactly what the FCC should be looking at wrt cards.
     
  16. swerver

    swerver Member

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    May 18, 2012
    Why is the customer owned equipment credit only $2.50 when they don't even offer any box for that price? Isn't it supposed to be offsetting a real box included with the package, not an imaginary one?

    I got rid of my extra non-dvr hd box I had in my bedroom because I didn't want to basically pay twice for it. Once for the box, and again for the jacked up cable card price. Cable card is $1.10, but jumps way up if I have another box. Don't use it enough to justify that, have a roku up there anyway.
     
  17. Phantom Gremlin

    Phantom Gremlin New Member

    1,555
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    Jun 20, 2002
    Tualatin,...
    That's an easy one to answer. It's because they charge whatever they think they can get away with. Go ahead, complain to the FCC. See if either Comcast or the FCC care. Hint: They don't.
     
  18. tomm1079

    tomm1079 New Member

    567
    0
    May 10, 2005
    I use to have the 1.50 for every other card. Then they did the "system upgrade" and it all went to hell. I fought it for a while and finally gave up.

    Basically i now have this:
    3 Tivos
    3 Cable Cards
    2 Digital Access fees @ 8.95 each
    1st cable card is free....which is why i pay for 2
    3 credits @ 2.50 each

    So basically im paying 2 dollars more then i use to
     
  19. lpwcomp

    lpwcomp Well-Known Member

    8,273
    39
    May 6, 2002
    John's...
    Each Comcast operating unit is different. Here in the ATL area, I have their SD box hooked to an S2. That is included in the package (Digital Starter). I also have a THD and a Premiere. No charge for the CableCARDS (per their official rate sheet which says $0 for first CableCARD in a device. 2* $9.95/mo "Additional Digital Outlet" fees and 2 $2.50/mo "Customer Owned Equipment Credit". No HD technology fee.

    I'm considering ordering one of those $49 Premiere refurbs and moving the S2 back to the living room and connecting it to the DTA. Depends on whether they get the signal strength problem fixed on Thursday. They told me two weeks ago that it was an internal problem but I found the cable junction box for the condo building and it is a mess. Cover was partially off, exposed cable ands, rusted connectors and leftover parts.

    * after much complaining on my part, they agreed to waive one of the outlet fees for a year. I still get both credits.
     
  20. aindik

    aindik Well-Known Member

    35,116
    73
    Jan 23, 2002
    Philadelphia...
    I'd gotten away without paying Additional Outlet fees for the last four years after I got into (and won) an argument with a CSR. That gravy train is over as of a couple of days ago when I called Comcast to add voice to my account and they discovered I wasn't paying for AOs.

    Their policy is that there is an A/O fee of $9.25. You get a $2.50 credit per outlet for any outlet (primary or additional) that uses your own equipment instead of theirs. So, I have three TiVoHDs with CableCARDs, and no Comcast boxes. I'm paying AO fees of $6.75 X 2.
     

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