• An outdated document and a customer complaint: Comcast employees were (mistakenly) telling some Extreme 105 service customers they must rent equipment instead of using their own modems. A Comcast customer in Virginia named "ExoticFish" bought a Zoom 5341J modem. After having service issues and contacting executive support, a rude representative insisted the customer must rent a modem as the approved list was incorrect and only Comcast-issued equipment ensures correct speeds. A document (ID TLK1043) from February 26th stated this.
• Comcast's response: A Comcast spokesperson said it was an old document from when the service launched and there are now plenty of approved devices. The document is wrong and they are working to figure out what happened. They also said Xfinity Internet customers can buy or rent modems.
• The "Only certified Comcast equipment" policy: The old document to customer service representatives explained why only Comcast equipment is needed for Extreme 105 service. It includes reasons like ensuring service speed, going through extensive certification, and a premium installation fee. Recent use of the old document led to confusion. The public list of supported devices shows many modems are supported, including the Zoom 5341J. A policy to prevent customer-owned equipment might violate the Communications Act. Some customers like Houston-based Lee Hutchinson are required to use Comcast-issued modems for their business class broadband.
• Customer complaints: The complaint on DSLReports started a thread of customers complaining about Comcast's modem policies. One commenter said Comcast may accidentally charge rental fees for owned modems, and another said it's not an accident and Comcast does nothing to correct it. Consumer Reports ranked Comcast as one of the least liked Internet providers, just ahead of Time Warner Cable which is to be acquired by Comcast.