Comcast's Customer Agreements, Policies, and Services Disclosures

Comcast strives to provide consumers with accessible, easy-to-understand information about the services we provide, so they can make informed decisions about which services best meet their needs. Consistent with that goal, we have designed this page to act as a single place where consumers and others can come to access and review the relevant policies, agreements, and other information about these services.

Additionally, the Federal Communications Commission ("FCC") requires that Comcast and other providers of broadband Internet access services disclose certain information regarding those Internet services. We believe that all of the information required for disclosure under the FCC's rules is found in the various policies and documents listed and linked on this page. To assist you in finding the information you're looking for, we want to highlight a few pieces of information that the FCC specifically calls for:

Network Practices

The bullets below provide a general overview of Comcast’s network practices. Additional information, including more-detailed technical information, is available in the Network Management Information Center.

  • Congestion Management - Comcast manages its network with one goal: to deliver the best possible broadband Internet experience to all of its customers. To further this effort, Comcast uses reasonable network management practices that are consistent with industry standards. Comcast uses various tools and techniques to manage its network, deliver its service, and ensure compliance with the Acceptable Use Policy and the Customer Agreement for Residential Services. These tools and techniques are dynamic and can and do change frequently. One tool that Comcast currently employs is a congestion management system intended to ensure that all customers have a fair share of access to the network. The congestion management system is explained in detail in this publication by Comcast engineers.
  • Application-Specific Behavior - Comcast provides its customers with full access to all the lawful content, services, and applications that the Internet has to offer. Comcast does not block or rate-control specific protocols or protocol ports (except to prevent spam, malicious attacks, and identity theft), does not modify protocol fields in ways not prescribed by protocol standards, and does not otherwise inhibit or favor certain applications or classes of applications.
  • Device Attachment Rules – In order for a cable modem device to be approved for use on the network, it must pass CableLabs certification, UL certification, FCC certification, and Comcast device testing. In the DOCSIS Device Information Center, you can access a comprehensive list of all currently approved cable modems and EMTA devices. Comcast has also published the DOCSIS Cable Modem Process and Requirements for testing and certification of additional DOCSIS-compliant devices for use on the Comcast network.
  • Security - Comcast employs a number of practices to help prevent unwanted communications, such as spam, and protect the security of Comcast’s customers and network. Comcast also provides a comprehensive suite of security capabilities known as the Constant Guard service. Comcast has News and Alerts pages that provide news and information on topics related to network security.

Performance Characteristics

  • Service Description - Comcast provides a detailed summary of its Internet service performance containing information about speed and latency, as well as other related topics. Comcast has always prided itself on providing state-of-the-art broadband services at the highest possible speeds. Recent testing performed by the FCC confirms that Comcast's service is one of the fastest, most reliable broadband services in the United States. It consistently delivers at or above the “provisioned” speed for the particular service tier. Comcast also provides a speed test page, so you can test your connection for yourself.
  • Impact of Specialized Services - Comcast does not currently provide any specialized services, as it understands the FCC’s definition of the term. Comcast does use Internet Protocol (“IP”)-based technologies to provide you with certain functionality associated with your XFINITY TV and XFINITY Voice services, but those are not specialized services. Regardless, these functions are designed to ensure that they do not affect the performance of your XFINITY Internet service. If and when Comcast offers specialized services over its network, Comcast will publish relevant information about how those services work and how they may (or may not) affect your XFINITY Internet service.

Commercial Terms

  • Pricing - For information about pricing and fees for Comcast’s various XFINITY Internet tiers of service and all its XFINITY services, please visit the XFINITY Deals & Promotions page.
  • Privacy Policies - Comcast’s privacy policies with respect to XFINITY Internet service are explained in the Comcast XFINITY Customer Privacy Notice.
  • Redress Options - If you have any questions about these disclosures, cannot find what you are looking for, or have any other concerns about XFINITY Internet service, please contact Comcast at bbdisclosures@comcast.net. Comcast will review and promptly respond to all submissions.

Updated: 9/23/14

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