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Comcast Says Customer-Owned Cable Modem Equipment Restriction Was Part of an Old Memo

Phillip Dampier March 26, 2014 Broadband Speed, Comcast/Xfinity, Consumer News 1 Comment
Comcast's gateway is optional after all.

Comcast’s gateway is optional after all.

Yesterday, Stop the Cap! reported Comcast was informing some customers with 105Mbps service they would have to give up their customer-owned cable modems and go back to renting Comcast’s gateway device for $7 a month. Customers were told the policy was elaborated on in a memo, obtained by Stop the Cap!

This afternoon, Comcast spokesman Charlie Douglas responded to our inquiry about this with some good news for customers: they can keep using the equipment they purchased to avoid the modem rental fee.

Douglas explains the memo “is apparently an old document from 2010 when we first launched Extreme 105.”

“At that time, there weren’t any modems for sale at retail that could handle that speed,” Douglas added. “Four years later here we are and there are plenty of modems customers can buy. The document is wrong and old and we’re fixing it and sorry for any confusion it may have caused. It’s not acceptable. If you want to pass those customers you’ve heard from on to us, we will be happy to follow up with them and apologize and make sure their service and modem is running properly.”

“The short of it is Extreme 105Mbps customers can choose to either buy their own modem or rent one from us. Here is our approved devices list, which is updated regularly: http://mydeviceinfo.comcast.net/







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  • Susan: After diligently watching my credit score for over a year and how negative as well as positive postings affect it, I have a hard time believing that o...
  • David Therchik: An intense investigation needs to put into this! As soon as one starts I bet they'll stop charging/cheating people from over usage. Before they bought...
  • Charles Bingham: I did but customer no service was no help - said it did no good to have pass word with symbols, cap and small letters and #'s. IF only I had an alte...
  • Phillip Dampier: That assumes this customer had access to a working usage meter and notification messages and ignored them. Evidently it was big enough of a problem fo...
  • Are you kidding me...: "Over the years" people are using the internet differently. If your bill went up, you have usage. Responsible would be calling and talking to them ab...
  • Charles Bingham: Actually my usage has decreased over the years as I sold my business and only kept the internet for a few tax returns that I still do, no employees no...
  • Are you kidding me...: This entire article reeks of "poor me, I'm a victim and I can't be responsible about my own Internet usage, my own bills or my own actions." Grow up....

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