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Comcast is trying to charge me for movies they say are ordered through my cablecard

post #1 of 25
Thread Starter 
Has anyone ever had this problem? For the past three months I have had like 4 or 5 movies on my bill each month. I called them each time and they took them off. Yesterday I called and talked to someone who would say they will not take them off and I will have to pay for them. They said he past two orders where at times when I was not even home. One was during work and the other at 3 in the morning. The first person I talked to said she knows about cablecards and that is the "bad thing" about them is that they are not two way and cant order movies or do ON demand. She transfered me to get supervisor to have them taken off and to figure out how these movies where showing up on my bill. Her supervisor had no idea what he was talking about. His answer to everything was that "all cable boxes have cablecard." He just did not understand anything about what I was saying to him. Has anyone ever had this problem or have any idea why these are showing up on my bill or what else i can do? Thanks
post #2 of 25
Call the CEO:

Brian Roberts
1 Comcast Center
1701 JFK Blvd
Philadelphia P 19103
215-981-8515

Get the name and extension of the idiot that can't seem to help you and doesn't know anything about cablecards.
Call the CEO's office, you won't get him, you'll get a handler who's entire job is make sure you don't bother the CEO
Explain the situation. Give them the name of the idiot that can't seem to help you.
Problem will get fixed.
post #3 of 25
Thread Starter 
Quote:
Originally Posted by ncarty97 View Post

Call the CEO:

Brian Roberts
1 Comcast Center
1701 JFK Blvd
Philadelphia P 19103
215-981-8515

Get the name and extension of the idiot that can't seem to help you and doesn't know anything about cablecards.
Call the CEO's office, you won't get him, you'll get a handler who's entire job is make sure you don't bother the CEO
Explain the situation. Give them the name of the idiot that can't seem to help you.
Problem will get fixed.

Ok thanks I will so that today. Has anyone else ever had this problem other than me?
post #4 of 25
How many cards and STBs do you have? Did you ever return a card? It's possible that a returned card was given to another customer but left on your account.
post #5 of 25
Thread Starter 
I don't have any boxes. And no I never returned a card. When I call to see where they were ordered from they gave me the serial number and it was the serial number of my cable card
post #6 of 25
Generally, a returned cable card would not end up in a device that could order PPV (though I think comcast now allows Tivos access to at least some on demand content but I'm not sure that includes pay content). But I can see that with comcast since everything but premiums is copy freely that the new card may not need to be paired unless the new customer had premium channels as fixing that problems is when the mistake could be found. I can't remember if comcast does it or not but some providers allow one to call or order online... In theory, a cablecard tuner would be given authorization to view the channel but since it would be protected it would require WMC to view and WMC could only view it if its in its guide so its not very practical for most. There have also been some advances to allow other devices access to content (such as xbox) but I don't know if they can get pay content or not.

{edit because of new reply} It can't be ordered from your card but if it is ordered through your account, and your card is primary, I believe that is the number that is picked up.
post #7 of 25
i think you can order movies over xfinity.com and watch them there. do you have a crumb cruncher in the house that would do something like this?
post #8 of 25
Thread Starter 
Nope its just me and my fiance
post #9 of 25
Makes no sense. You need a set top box to watch a movie and those are watched from On Demand which a cablecard can't watch. Seems to be that your account is compromised. Can they tell how the movies were ordered, like link it to a specific set top box? Or do you have your Comcast account logged in on some computer that someone else now has possession of? As mentioned earlier, you can order and watch from a computer.
Edited by Sonyad - 3/15/13 at 6:44pm
post #10 of 25
Change your comcast account password.
post #11 of 25
Thread Starter 
I changed the Comcast password twice within the past two months. I know it makes no sense at all that's why I was trying to explain to the supervisor he had no idea what he was taking about
post #12 of 25
I'd probably talk this out in a comcast specific forum (possibly their sections in dslreports or their own) but be sure to let us know your results... I'd much rather this go to discussion than you just get the credit as I'd like to know why it is happening so you can protect yourself and others from having it happen again. I don't have comcast so I don't know all the new ways they allow to access content but from what other people (and I admit including myself) has suggested is that there are other ways to view/purchase content which may or may not be legitimate. Another possibility I could think of is an open or cracked wifi connection which may be authenticated to your account may be getting these movies charged to you since it is going through your modem... I don't know all the ways they validate online purchases. Unless I know for certain that tivo (if you have one as some describe them as cablecard tuners since they aren't STBs), phone and online (includes pcs, tablets and xbox) can't be charged to your account and how they validate it is your account, I can't say for certain that cablecards can't be associated to the purchase (Though they usually can tell the means of the order such as xbox app, phone, online etc., often alternative means are associated to the primary tuner on your account until they dig deeper)

What I suspect is happening is you have had several months removing erroneous charges and they can see that and it is forming a pattern that "you" are ordering 5 or 6 movies a month, call to dispute and get them removed. Once or twice doesn't set off the flags but now it does. I'm not saying you ordered them (and to be honest, my gut tells me its fiance but I don't know you or her so I'm sorry for sounding like I'm "accusing" her but I have no way to know for sure) I also don't know if password reset requests are truly resets or email you the password. If the later, anytime you reset your password, they may have access to it through your email)
post #13 of 25
Quote:
Originally Posted by ncarty97 View Post

Call the CEO:

Brian Roberts
1 Comcast Center
1701 JFK Blvd
Philadelphia P 19103
215-981-8515

Get the name and extension of the idiot that can't seem to help you and doesn't know anything about cablecards.
Call the CEO's office, you won't get him, you'll get a handler who's entire job is make sure you don't bother the CEO
Explain the situation. Give them the name of the idiot that can't seem to help you.
Problem will get fixed.


Good advice
post #14 of 25
Quote:
Originally Posted by Sonyad View Post

Makes no sense. You need a set top box to watch a movie and those are watched from On Demand which a cablecard can't watch. Seems to be that your account is compromised. Can they tell how the movies were ordered, like link it to a specific set top box? Or do you have your Comcast account logged in on some computer that someone else now has possession of? As mentioned earlier, you can order and watch from a computer.

No, you can order PPV and watch it on a Cablecard device, they just enable it on the channel after you call or use website to order. Can't initiate from the device of course but can watch after ordering via call or web.

I don't understand why someone else would be ordering vids on OPs account unless they have some sort of personal issue with him, they can't watch the vids on their boxes. I suspect some sort of Comcast billing screwup which is not unusual.

OP can't you just get Comcast not to allow ordering of PPV on your account? If they can't/won't do that, raise hell with your local franchise authority.
post #15 of 25
Quote:
Originally Posted by slowbiscuit View Post

No, you can order PPV and watch it on a Cablecard device, they just enable it on the channel after you call or use website to order. Can't initiate from the device of course but can watch after ordering via call or web.

I don't understand why someone else would be ordering vids on OPs account unless they have some sort of personal issue with him, they can't watch the vids on their boxes. I suspect some sort of Comcast billing screwup which is not unusual.

OP can't you just get Comcast not to allow ordering of PPV on your account? If they can't/won't do that, raise hell with your local franchise authority.

Interesting. I just check my htpc and attempted to tune into an On Demand channel and was told it wasn't available. So you're saying if I load up an onD show (I'll worrying about PPV later) on one of my set top boxes that channel will then be available on my cablecard?
post #16 of 25
Different markets behave differently, my understanding in markets that do this, the program is offered/authorized for your cablecard to receive however tuning it can be a problem as its not in the regular channel map and most on-demand/ppv stuff is copy never thus in the case for a tuner such as a prime or infinitv would require wmc and wmc has a problem with tuning things that are not in the guide... my wmc guide actually has the channels for various on-demand packages such as 2751 being HBO on demand, and it might be possible with a tuning resolver to request something ordered from hbo on demand to actually show up on that virtual channel (i.e. the resolver requests channel 2751 which isn't in the map and gets a reply with which channel to tune to) However my personal belief is that these channels were just populated by "Zap-2-it" as the channel to tune to bring up on a stb without going through all the on demand menus but my main reason for believing this is I haven't heard anything about ordering on-line or by phone any regular ppv items for about 8 years with the exception of pre-ordering "fights" and other "live" events. Never in this thread did I see what cablecard device he has... STBs, Tivos, TVs, etc can all be a cablecard device so yes cablecard devices can receive ppv and on-demand. The main thing here is that their are other ways to order ppv that you can be charged for even if you don't watch it. There is also "watching" on a computer or tablet that since they don't have a device id, many areas use your primary device's id for what shows up on "normal" service screens. I don't know how comcast does it and it may vary by each market comcast serves.

For your question on "onD" and ordering it on a box, generally it doesn't work as On-demand has further problems in this equation to "order" and watch something, especially when there is no TA to resolve the channel. I have heard on a couple of markets that all devices in the house are "authorized" for the stream that has been ordered but tuning it on another device usually doesn't work as the device doesn't know where to tune to. You might try to display the physical channel its being delivered on and go into the "diagnostics" of your cablecard tuner and tune that channel and see if its authorized for it. But getting WMC to play it will be another problem. Some areas still have ppv/od delivered as clear qam to just your house (and maybe a few of your neighbors) and all that is required to tune it is knowledge of what channel its on. Also, not all areas have all of their ppv delivered as "on-demand" as some have linear channels playing movies that have scheduled start and end times... some areas even have channels dedicated all day to one movie and your purchase is an all day pass to tune that channel from any of your devices. In the case of live sporting events that get pre-ordered, they often will authorize all your devices and tell you which channel it will be on.
post #17 of 25
Thread Starter 
Quote:
Originally Posted by signcarver View Post

I'd probably talk this out in a comcast specific forum (possibly their sections in dslreports or their own) but be sure to let us know your results... I'd much rather this go to discussion than you just get the credit as I'd like to know why it is happening so you can protect yourself and others from having it happen again. I don't have comcast so I don't know all the new ways they allow to access content but from what other people (and I admit including myself) has suggested is that there are other ways to view/purchase content which may or may not be legitimate. Another possibility I could think of is an open or cracked wifi connection which may be authenticated to your account may be getting these movies charged to you since it is going through your modem... I don't know all the ways they validate online purchases. Unless I know for certain that tivo (if you have one as some describe them as cablecard tuners since they aren't STBs), phone and online (includes pcs, tablets and xbox) can't be charged to your account and how they validate it is your account, I can't say for certain that cablecards can't be associated to the purchase (Though they usually can tell the means of the order such as xbox app, phone, online etc., often alternative means are associated to the primary tuner on your account until they dig deeper)

What I suspect is happening is you have had several months removing erroneous charges and they can see that and it is forming a pattern that "you" are ordering 5 or 6 movies a month, call to dispute and get them removed. Once or twice doesn't set off the flags but now it does. I'm not saying you ordered them (and to be honest, my gut tells me its fiance but I don't know you or her so I'm sorry for sounding like I'm "accusing" her but I have no way to know for sure) I also don't know if password reset requests are truly resets or email you the password. If the later, anytime you reset your password, they may have access to it through your email)

I know for a fact she isn't ordering anything. We have every movie that she wants to see on bluray or netflix. but also she was in the hospital for 3 weeks and there was 4 movies ordered during those 3 weeks. They are sending someone out on Thursday to "check the equipment." I have a feeling thats going to go nowhere but i will let you guys know
post #18 of 25
Sorry to hear she was in the hospital... and you will probably hate my next comment as it may be considered distasteful, but the last time I used pay per view, I wasn't at my residence as I was away for a month and needed some fresh entertainment. Have you verified all the ways one can get a ppv movie charged to one's account with comcast such as watching it on a tablet at a hotel like I did (using one of my providers, not comcast). I'm not trying to say you/her did or did not watch or order the movies (I have no way to know for sure) just that the supervisor was more than likely right that just because you have a cablecard tuner doesn't mean you can't order content and that all their boxes do indeed have cablecards. The fact that this has been an ongoing problem states the reason why it is happening must be found out. Yes it could be a billing problem but usually that is a one time event (maybe two) after that it sounds more like you are just trying to get stuff taken off your bill that was more than likely ordered on your account (think Occam's razor from their point of view as they would never have a correct bill if it was that messed up, though I agree that the simplest explanation is billing error from your point of view). That is why you must collect evidence to how this can happen... what happens if a computer connects to your wifi and goes to xfinity.com or whatever it is. From what I could tell, pay options for watching on my computer are not available there but ordering options for watching on tv are however that may be that I am not on comcasts network, not logged in (as I currently only have cox, TWC and dish accounts) and not using an xbox or dedicated tablet app (I have read the xbox does have more options but am not certain) How do they verify all orders: login with username or email/password, use of a pin (while on your network... Since you don't have a box it may be difficult to change (unless its the pin for your bill like cox has rather than an order pin) , are cookies kept to keep you logged in (I support a number of public computers and though I don't remember ppv being a problem I know other login services can be when some don't log out)? I've even heard of extremes of "butt dialing" placing stock orders/sales so if your phone has an app that's another possibility. If you had an STB, I would even look at the possibility the cat or dog ordered it as I know some that love remotes. You already said no rugrats (crumb crunchers) in the house which is usually the easiest explanation (which is why I turned my suspicions, perhaps wrongfully, to your fiance and am sorry I can't totally dismiss the possibility). In looking at the xfinity site, I can see a create account link... the next page states "We were unable to verify your account based on your connection" which to me implies an account might be able to be created by logging on via your wifi... it also appears one can create an account using the last 4 digits of social, date of birth and phone number or even easier f they have your account number. Until you know all these possibilities and can dismiss all of them you may be on the hook.

My point is from their point of view you did order it and have a history of disputing orders so unfortunately its now up to you to get evidence you didn't. That is why I suggested posting in a comcast specific forum to find others that have had problems with billing and discuss how people can actually get these charges as it applies to comcast as I can only speculate as how their ordering and billing systems work... I've seen, attended demonstrations, sales pitches and used many over the past 20+ years though not all those were with cablecards and some weren't even for cable systems but satellite (which defines how most of my knowledge on phone/online purchases through third party resellers came to be).

Please keep us informed as I hope it is correctly resolved but to be honest, though it is probably what you prefer, a quick credit probably isn't going to solve your problem unless you also take measures to prevent any PPV orders (most systems have some measures to allow this but some have tried to charge a fee for it... I'm not sure if this is legal any/everywhere but I remember it being claimed that the reason for the fee was to keep the rates low by allowing the orders otherwise everyone would just block it and cut off the potential revenue stream). Believe it or not I'm hoping the best for you. I know it doesn't sound like it- sorry!
post #19 of 25
Quote:
Originally Posted by andyb22 View Post

I know for a fact she isn't ordering anything. We have every movie that she wants to see on bluray or netflix. but also she was in the hospital for 3 weeks and there was 4 movies ordered during those 3 weeks. They are sending someone out on Thursday to "check the equipment." I have a feeling thats going to go nowhere but i will let you guys know

That will go nowhere with Cablecards. I repeat - have you demanded that they disable PPV ordering on your account?
post #20 of 25
Thread Starter 
Quote:
Originally Posted by signcarver View Post

Sorry to hear she was in the hospital... and you will probably hate my next comment as it may be considered distasteful, but the last time I used pay per view, I wasn't at my residence as I was away for a month and needed some fresh entertainment. Have you verified all the ways one can get a ppv movie charged to one's account with comcast such as watching it on a tablet at a hotel like I did (using one of my providers, not comcast). I'm not trying to say you/her did or did not watch or order the movies (I have no way to know for sure) just that the supervisor was more than likely right that just because you have a cablecard tuner doesn't mean you can't order content and that all their boxes do indeed have cablecards. The fact that this has been an ongoing problem states the reason why it is happening must be found out. Yes it could be a billing problem but usually that is a one time event (maybe two) after that it sounds more like you are just trying to get stuff taken off your bill that was more than likely ordered on your account (think Occam's razor from their point of view as they would never have a correct bill if it was that messed up, though I agree that the simplest explanation is billing error from your point of view). That is why you must collect evidence to how this can happen... what happens if a computer connects to your wifi and goes to xfinity.com or whatever it is. From what I could tell, pay options for watching on my computer are not available there but ordering options for watching on tv are however that may be that I am not on comcasts network, not logged in (as I currently only have cox, TWC and dish accounts) and not using an xbox or dedicated tablet app (I have read the xbox does have more options but am not certain) How do they verify all orders: login with username or email/password, use of a pin (while on your network... Since you don't have a box it may be difficult to change (unless its the pin for your bill like cox has rather than an order pin) , are cookies kept to keep you logged in (I support a number of public computers and though I don't remember ppv being a problem I know other login services can be when some don't log out)? I've even heard of extremes of "butt dialing" placing stock orders/sales so if your phone has an app that's another possibility. If you had an STB, I would even look at the possibility the cat or dog ordered it as I know some that love remotes. You already said no rugrats (crumb crunchers) in the house which is usually the easiest explanation (which is why I turned my suspicions, perhaps wrongfully, to your fiance and am sorry I can't totally dismiss the possibility). In looking at the xfinity site, I can see a create account link... the next page states "We were unable to verify your account based on your connection" which to me implies an account might be able to be created by logging on via your wifi... it also appears one can create an account using the last 4 digits of social, date of birth and phone number or even easier f they have your account number. Until you know all these possibilities and can dismiss all of them you may be on the hook.

My point is from their point of view you did order it and have a history of disputing orders so unfortunately its now up to you to get evidence you didn't. That is why I suggested posting in a comcast specific forum to find others that have had problems with billing and discuss how people can actually get these charges as it applies to comcast as I can only speculate as how their ordering and billing systems work... I've seen, attended demonstrations, sales pitches and used many over the past 20+ years though not all those were with cablecards and some weren't even for cable systems but satellite (which defines how most of my knowledge on phone/online purchases through third party resellers came to be).

Please keep us informed as I hope it is correctly resolved but to be honest, though it is probably what you prefer, a quick credit probably isn't going to solve your problem unless you also take measures to prevent any PPV orders (most systems have some measures to allow this but some have tried to charge a fee for it... I'm not sure if this is legal any/everywhere but I remember it being claimed that the reason for the fee was to keep the rates low by allowing the orders otherwise everyone would just block it and cut off the potential revenue stream). Believe it or not I'm hoping the best for you. I know it doesn't sound like it- sorry!

That's a good question about what happens if a computer is connected to my wifi and then go to xfinity website I will check that and see what happens. And I'm definitely not trying to just get a credit. I want it to stop it's annoying. They said I ordered flight last night at 7. First off I have it on bluray and we were also at the movie. We went to see oz at 630. No one was home at all.
Quote:
Originally Posted by slowbiscuit View Post

That will go nowhere with Cablecards. I repeat - have you demanded that they disable PPV ordering on your account?

I will call them tomorrow and have them cut off all ppv orders and see what happens with that.
post #21 of 25
Quote:
That's a good question about what happens if a computer is connected to my wifi and then go to xfinity website I will check that and see what happens. And I'm definitely not trying to just get a credit. I want it to stop it's annoying. They said I ordered flight last night at 7. First off I have it on bluray and we were also at the movie. We went to see oz at 630. No one was home at all.

You still haven't mentioned whether you had a computer that stayed logged into your Comcast account that you no longer have possession of. Does your current computer stay logged on to Comcast?
post #22 of 25
Thread Starter 
Quote:
Originally Posted by Sonyad View Post

You still haven't mentioned whether you had a computer that stayed logged into your Comcast account that you no longer have possession of. Does your current computer stay logged on to Comcast?

My current computer does not stay longed in I have to enter my password everytime. and no I have never had a computer that I sold or gave away or anything. I called to ask if they were ordered online and the person I talked to said no they weren't.
post #23 of 25
Very strange. Maybe the cablecard has become self aware and is ordering for it's own entertainment:)
post #24 of 25
Thread Starter 
Quote:
Originally Posted by Sonyad View Post

Very strange. Maybe the cablecard has become self aware and is ordering for it's own entertainment:)

Haha it must have bad taste in movies
post #25 of 25
I'm pretty sure if a cpu became self aware and started viewing recent movies it would find full justification to wipe us all out. And I couldn't blame it.
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