Comcast Responds To Disconnecting "Unlimited" Customer For "Excessive" Use

Comcast issued The Consumerist a statement regarding, “Comcast Customer Uses “Unlimited Service” Excessively, Gets Disconnected For A Year“:

Comcast writes:

We have reached out to this customer to attempt to directly resolve the issue. In an effort to provide the best possible service to all of our customers, Comcast maintains an Acceptable Use Policy (AUP), which is outlined in our user agreement. Generally speaking, 99.99% of our customers use the service as intended, which includes using it to download and share video, photos and other rich-media.

Customers who are notified of excessive usage typically consume more than 100 times the average national Comcast bandwidth usage. Illustrative examples of such usage on a monthly basis would include: sending or receiving 256,000 photos, downloading 30,000 songs, sending or receiving 13 million e-mails. In the rare instance that a customer violates this policy, Comcast proactively contacts the customer via phone to work with them and address the issue, or select a more appropriate Comcast product.

Comcast values the business of all of our high-speed Internet customers and we continuously strive to maintain the integrity of our network. We apologize for any miscommunication that this customer may have received about this process.

That’s well and good, but fails to address:

• Why the warning about the possible disconnection was unclear in the first place
• Why Frank gets “banned” from Comcast service for a year
• Why even though he’s banned, Comcast still sent him a bill for the new business account, which he can’t use
• How you can advertise a service as unlimited, then have an asterisk that says oops, there’s a limit to how much unlimited you can use


Previously: Comcast Customer Uses “Unlimited Service” Excessively, Gets Disconnected For A Year