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Comcast High-Speed Internet
Bandwidth Limits

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Michael of Speedway IN (1/15/04):
I am an internet subscriber of Comcast. Recently their IP Network Abuse department has begun sending out AUP Violation letters, specifically targeting excessive bandwidth usage. Unfortunately, neither the letter, the AUP, the Comcast websites, nor any printed Comcast materials specify what those bandwidth usage limitations are. Essentially, what they are doing is drawing an invisible line, then threatening to disconnect anyone who crosses it. There is no way for a user to know what threshold was broken or how much they need to back off their usage to be within the limitations.

I willingly describe myself as a high-end user. I download a lot of SHN and FLAC files, many of which can easily surpass 1GB. However, I am more than willing to curb my usage to meet any limitations set by Comcast ... if only they would actually make those limitations available to their subscribers. The letter provides a customer service number with the suggestion to upgrade to a business class account.

First, the reps at the customer service center know absolutely nothing about the bandwidth usage limitations (they will offer to give you the number to the IP Network Abuse department ... more on that soon). Second, they will try to sell you the business class account without telling you that the bandwidth usage limitations don't vary from class to class. You would end up doubling your monthly bill with no added bandwidth.

Now, as far as that number for the Abuse department that the customer service reps give out ... it gives you only the opportunity to leave a message and have a rep call you back. That has yet to happen for me. Luckily, I came across a direct line that connects to an operator. The operator, while unable to answer any computer-related questions, is able to transfer you to a live person in the Abuse department. Not that it helps any.

None of the reps I've talked to in that department, including the manager, Gary Lipscomb, will state what the bandwidth limitations are. I have finally taken action against Comcast for this unfair, dishonest and misleading practice. I have filed complaints with Comcast executive management and board of directors, my local Cable Franchise Board, State Attorney General, my Senators and Representative in Congress, the FCC, the House and Senate Subcommittees that handle Internet regulation, and the Better Business Bureau.

Comcast threatens disconnection if usage doesn't fall within their limitations, which are unknown to users. If I am disconnected, I lose a large part of my livelihood. I rely on the internet for communication, research, financial transactions, data storage and retrieval, and entertainment. Not only am I affected, but also my wife and son (who often uses the internet as an educational resource for school projects).