My letter to Comcast: Part 3

Wow these people are fast at talking in circles…

Dear Brett,
Thank you for contacting us regarding your Comcast High Speed Internet
service.
Thank you for writing to us in response to reports about Comcast’s
efforts to manage traffic on our networks.
Brett, we do not recommend any, but you can do a web search on tools you
can use to measure your bandwidth usage at a given time.
We have a responsibility to provide all of our customers with a good
Internet experience and we use the latest technologies to manage our
network so that you can continue to enjoy these applications.
We manage the network in such a way that customer activities do not
degrade the broadband experience for other users.
Network management is absolutely essential to provide a good Internet
experience for our customers. All major ISPs manage their traffic in
some way and many use similar tools.
Comcast believes we have a responsibility to our customers to provide
this service. Network management helps us perform critical work that
protects our customers from things like spam, viruses, the negative
effects of network congestion, or attacks to their PCs. As threats on
the Internet continue to grow, our network management tools will
continue to evolve and keep pace so that we can maintain a good,
reliable online experience for all of our customers.
We have posted new FAQs on our Web site making clear to our customers
the steps we are taking to protect the customer experience for all of
our customers. You may access content related to this issue in the FAQ
section of http://www.comcast.net
To assure the proper tracking of this issue, we have created the
following customer service ticket: 13200555
Please refer to this number should you contact us regarding this same
issue.
Thank you for choosing Comcast. We value your business.
Sincerely,
Mina Joy
Comcast Online Customer Support

Again I fired off a reply:

So I have to rely on a “tool” to measure my bandwidth usage. What happens
when me or the users on my local network go over this bandwidth cap, I get
an email saying I went over? What happens when I go over the limit
again…? I get my service turned off for a year!?
It seems to me if Comcast wishes to limit their users bandwidth usage per
month they would give the network admins (such as myself) information on
just how much bandwidth is being consumed so they (the Net admins) can
limit other users (on the local network) bandwidth consumption and
effectively control their own local network.
“We have a responsibility to provide all of our customers with a good
Internet experience and we use the latest technologies to manage our
network so that you can continue to enjoy these applications.” How can this
be when not all users use the same amount of bandwidth (on average) per
month? Why are the users who consume more bandwidth (“Less than 1%” of
users) being penalized just because their counterparts don’t use as much
bandwidth?
“Comcast believes we have a responsibility to our customers to provide
this service. Network management helps us perform critical work that
protects our customers from things like spam, viruses, the negative
effects of network congestion, or attacks to their PCs. As threats on the
Internet continue to grow, our network management tools will
continue to evolve and keep pace so that we can maintain a good,
reliable online experience for all of our customers.” It seems like all you
are doing is talking in circles. How does the less than 1% of users who use
more than 250GB of bandwidth affect this!? It doesn’t, that’s how
Everything you have said is just one big circle, and frankly if I were an
average user I would be very confused right now.
Growing frustrated,
Brett “trm96” Pierce



Written by Brett Pierce - Visit Website

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