Salt Lake City, Utah - ©2007 - The Deseret Spectacle

I've received a lot of e-mail's on this issue. Forgive me if it takes me a day or two to get back to you.
As I wrote previously, there was a huge spike in traffic on this site thanks to an old post about Comcast. I've since received many e-mails and questions regarding the issue. I am not the definitive authority, but here are some Frequently Asked Questions along with some of my own speculation.
Does Comcast have a cap?Ah, the great semantic debate. Does Comcast have a cap. To a user who got cut off for exceeding a cap, Comcast absolutely has a cap. However, it's an undefined, changing, arbitrarily enforced cap, often referred to as the "
invisible cap." Comcast says there is no such thing as a cap, only customers who break their
Acceptable Use Policy (
AuP) What constitutes
abuse under their AuP is solely, and often without explanation, determined by Comcast. The portion of the AuP which relates to this issue is written so vaguely as to provide no substantive information.
Is there a safe limit?200 GB has been broadly suggested as "safe." It has also been suggested that Comcast will let a month or two of heavy usage slide, but if it looks like it's trending, stomp you. There are a variety of other variables which have been suggested, such as where you are, how many customers are on your loop, etc.. However, what is truly "safe" no one really knows, and Comcast isn't talking.
What happens when I receive a warning?Someone from the ominous "Network Abuse and Policy Observance" office will call you and tell you you're using too much bandwidth. If they're unable to get a hold of you, they'll simply cut off your service until you call to find out what's going on. Your account will be flagged, and the technical support person will gasp and say.. "Uhh... Your account has been flagged. You need to call this number." (My tech support guy literally gasped, as if he had just discovered the mark of the Beast) They will give you a number, and you will call and leave a voicemail, because the Policy Observance people are much, much too important to take incoming calls. When they finally deign to call you back, a typical conversation may go something like this:
"Hello, this is Tom from the Comcast Network Abuse and Policy Observance Department. I'm calling to inform you that you're using too much bandwidth. If you don't reduce your usage dramatically, your account may be terminated for 12 months."
"Oh, okay. Well, what's the cap so I can stay under it?"
"There is no cap."
"Uhhh.. Well, doesn't this call imply that there is?"
"No."
At this point you may have a weird twilight zone sensation.
"Uhh.. Okay, well, how much should I cut back?"
"Dramatically."
"Can you give me a percent or a safe amount or something?"
"No."
"Why?"
"Because there isn't a 'safe' amount."
"But there is an unsafe amount?"
"Yes, using too much is unsafe."
"But you can't tell me what's too much."
"Right."
"Because technically, you don't have a cap."
"Right."
"Who's on first?"
"What?"
"Nevermind."
"Alright, do you have any other questions?
"No."
"Okay. Thanks for choosing Comcast!"
"Oh, you're welcome."
What happens after I receive a warning?You are very, very, very close to losing your service. If, under whatever fuzzy criteria they are using in your case, you break the AuP, your account will be terminated without warning. You will not have access to your Comcast e-mail, home page or any other Comcast related services. E-mail's sent to your e-mail address will be bounced back to the sender.
Being suddenly cut off from your e-mail can be the most devastating, since often accounts and other internet services rely on e-mail verification for changes. You can beg Comcast, yell at them, bribe them, cry, threaten them, etc, and they will not budge. When my service was terminated, I practically grovelled for
temporary web-based access to my e-mail (from another internet provider) so I could switch over domains and other services I had attached to my Comcast e-mail address. They flatly refused. When I asked why they couldn't do that one thing, they responded "Because your account has been terminated."
Not the warmest, most sympathetic people over there at Comcast.
If you receive a warning, I recommend that you
immediately start switching any accounts which are attached to your Comcast e-mail address to a web-based e-mail address. Gmail is excellent. If you are accustomed to outlook or other similar e-mail clients, they can be configured to pull from Google just as they pull from Comcast. Start making the transition. Make sure that everyone who uses your comcast.net address starts using your new one. If business contacts reach you at your Comcast address, it is especially important to have them e-mail you at the new address. It reflects poorly on you if a business contact sends you an e-mail an it bounces back with the heading "User account suspended. Please Contact Directly."
In fact, even if you don't receive a warning, it just doesn't make sense to use a Comcast e-mail address.
What happens if my service is terminated?Then that's it - for 12 months. Your bill will be prorated, and any bundled discounts will be removed. If you are "renting" a modem from them, as you most likely are, they will continue to charge you for it until you return it to them at one of their office locations.
There must be some way to get your service back, right?I've yet to hear of a single case.
Can't you talk to someone higher up?You'd think so. I repeatedly asked the person I spoke with for his manager. Whenever I did, or asked for any other contact information whatsoever, he robotically replied "I am the final point of contact." He refused to even acknowledge if he actually
had a manager. At one point, I asked him, "What are you? Some rogue agent operating within the Comcast organization?" If your account is flagged, they are your "final point of contact."
Can you complain?Sure. You can file a complaint with your local BBB. (
Utah's is here) You can file a complaint with the
FCC as well. I did both. The BBB was essentially useless. It took Comcast three months to respond, and when they finally did, it was with a terse letter referring me to their Terms of Use. The BBB send me a letter suggesting I compromise. Compromise? They offered nothing and I asked for almost nothing. As I pondered my response, I went back on-line to review the BBB case. It had been closed after 6 days with "No response from Customer - assume issue resolved." Wow. Comcast gets 3 months with no response whatsoever, but the customer only gets a week? Thanks Better Business Bureau! You're the bestest!
Does complaining do any good?I've yet to hear of a single case.
Are there alternatives?In most places, no. The only real alternative when it comes to speed are municipal broadband networks like
UTOPIA and
iProvo, which Comcast aggressively lobbies against. Otherwise, DSL is your best bet.
Can it get worse?Yes. It can get much, much worse, for
everyone. Comcast actively lobbies against "
net neutrality", which currently requires ISP's to treat all internet traffic as "equal" and prohibits them from discriminating or degrading the service of other entities for whatever reason. (In other words, they can charge "protection money" from sites like Google, Amazon and Youtube so that nothin'... ya know.. "happens" to their packets on the way to and from the end user.)
Support the fight against Comcast and their front organizations to eliminate net neutrality.
Speculation:It's very important to explain that the following are
theories which I have come up with recently. I've developed these theories from e-mail's I've received from other customers, Comcast employees (who seem almost universally terrified of Comcast) and from recent news stories regarding Comcast.
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In some forums I've visited, when people complain about this issue, many people attack them aggressively.This was the strangest thing to me when my service was terminated. The aggression of other self-described customers towards people complaining surprised me. Since then, I have received e-mail's claiming that at least some these people are Comcast plants. That sounds a little conspiracy-theory-ish to me, but some of these sources claim to be Comcast employees, and frankly, I have yet to hear one of these "I'm glad you're booted off, bandwidth hog!" people explain how they could possibly know if a heavy user was affecting their service in any way.
Why the increased attention to this issue?Hard to say. My
theory is because Comcast has been terminating more customers for "excessive use" and consequently, angering more people.
Why would Comcast be booting more customers now?That's the million dollar question.
I have a few theories about this, but before I give you those, consider the following:
1. Comcast has been rolling out services like Voice Over IP (VOIP) telephone service, movies on demand, and other digital offerings which increase bandwidth consumption.
2. Comcast Profits tripled last quarter, but their stock price went down. Why? Concerns over spending. The increased profits suggest a growing customer base, and the massive spending suggests either advertising or rapidly expanding capacity.
3. Comcast's user base has increased significantly.
4. Sites such as youtube and myspace are increasing overall bandwidth usage.
So how does all of this relate to an increase in customer account termination? Heavy internet users consume much more bandwidth than the average user. You may have one heavy internet user who is consuming the bandwidth of 100 regular users. If you have oversold your capacity, then you have two options: Increase your capacity and/or decrease usage.
By lopping off that top 0.1%, you accomplish the latter in the most profit-friendly way. So if you receive that first warning, then Comcast is probably
dying to terminate your service. They don't want you as a customer. They want a grandma that checks her e-mail once a week, not gamers and people downloading linux ISO's while streaming youtube and myspace all day.
There are other questions as well.
Does Comcast consider its own VOIP a part of total bandwidth used? If not, does it consider the bandwidth used by competitors offering VOIP a part of total bandwidth used? If you use their telephone service, is their also a fuzzy "cap" on how much you can use your phone? I've received unconfirmed reports that Comcast VOIP customers have experienced warnings about their phone usage.
There are also other fuzzy issues with Comcast. Comcast pushes a more expensive business account for customers who wish to use a VPN. However, even if you get this account, the same fuzzy AuP applies. And if you don't get it, apparently you can still do some VPN activity, but what's acceptable isn't defined. (
ref 1) (
ref 2) (
ref 3)
One other thing: There are caps on alternatives like UTOPIA, but they are
stated caps, and that's really the point of contention. I would be fine if Comcast charged me more, had a hard cap, or throttled service after a disclosed limit was reached. But they do none of that. I believe that is why so many people are upset.
While you're pondering all of this, consider this final fact:
Over the last decade, cable prices have increased 75%.Thanks Comcast! You're Comcastic!
DSSalt Lake City, Utah
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Labels: acceptable use policy, antitrust, aup, breaking news, broadband, comcast, consumer advocacy, corporate evil, invisible cap, net neutrality, regulation, trends