The technician came to install service december of last year and was setup to bring a rental modem. I had a net gear i asked him to use instead. He tried to install it and told me it will not work with their service. He then asked if I wanted the rental modem i said no thank you i will go buy one from best buy. He told me to give service a call when i get the modem and they can finish the installation. He then used the rental modem to hook up service, test the speed and unhooked the rental modem and took it with him. He then told me not to worry he will put a note that i am not taking the rental modem and i will be getting my own modem for service. Today nine mknths later i canceled service and was told i have to return the rental modem I never recieved or be charged 160 dollars. When i explained this to customer service they said the technician put in the notes installed modem and service. They see that i added a modem that same night which i owned yet told me i have to pay this charge. Beware the service tech put a note in he probably copy and pasted and now im paying for it. I still havent checked but ive probably been paying for a rental modem as well even though the tech told me he would take care of this. So now im forced to pay 160 dollars because i never recieved a modem from them but they are still charging me either way. I cant return equipment i never recieved.