Monday, July 18, 2011

Comcast Disconnects Over-Quota Customer for a Year

Hot Hardware tells the story of Andre Vrignaud (pictured), who exceeded Comcast's 250GB data cap in his $60/month plan, and was told that "that he's cut off for the next year - he can't even switch to an uncapped, higher-priced, lower-speed business connection. Comcast says it's his fault for not monitoring his bandwidth better".

See "Comcast Shuts Down Customer That Exceeded Bandwidth Cap" - here.

Charlie Douglas, Comcast Spokesman said: "If someone's behavior is such that it degrades the quality of service for others nearby -- that's what this threshold is meant to address .. It can negatively affect other people .. There's not much we can say. We called and reiterated the policy and told him if he did exceed it again in six months, he would face suspension. That is our policy".

Comcast FAQ page (here) answers the question- "What will happen if I exceed 250 GB of data usage in a month?":

"The vast majority - more than 99% - of our customers will not be impacted by a 250 GB monthly data usage threshold.  If you exceed more than 250 GB, you may receive a call from the Customer Security Assurance ("CSA") team to notify you of excessive use.  At that time, we will tell you exactly how much data you used.  When we call you, we try to help you identify the source of excessive use and ask you to moderate your usage, which the vast majority of our customers do voluntarily.  If you exceed 250 GB again within six months of the first contact, your service will be subject to termination and you will not be eligible for either residential or commercial internet service for twelve (12) months.  We know from experience that most customers curb their usage after our first call.  If your account is terminated, after the twelve (12) month period expires, you may resume service by subscribing to a service plan appropriate to your needs".

No comments:

Post a Comment