Yesterday, we posted an item about a reader who discovered that when a Comcast brochure promised “unlimited usage” of high-speed Internet, it in fact meant “limited, and you will lose service for a year if you go over again.” After the story hit the site, you would have expected Comcast to make sure that everyone at the company was on board about the exact definition of “unlimited,” but apparently not.
Today, we received an e-mail from Consumerist reader Greg, who decided to do a little investigating of his own on the matter.
He logged onto the Comcast site and began a chat session (screengrab below) with one of the customer service reps, who at first told him that there “is no limit on the amount of data you upload or download each month. It really depends on the memory space of your computer.”
But after mentioning that he was looking at our story about the 250GB cap, the CSR suddenly remembered that there is a limit to the monthly usage.
While we don’t have an answer as to why the online CSRs don’t know the difference between “unlimited” and “limited,” we did get this statement regarding the misleading brochure from Bill Watson, Comcast’s VP and General Manager for Charleston:
We had an error in how our Internet service was described in customer notifications in Charleston, SC and Augusta, GA. We are sending a corrected notice to our customers in these markets right away. We appreciated finding out about this error quickly, and we apologize for any confusion it may have caused. We believe that this is an isolated incident, but we are conducting a thorough audit of our marketing materials to be certain they are accurate.