09-08-2016 Comcast Franchise Fee Report1899 Wynkoop St. Suite 550
Denver, CO 80202
COMCAST
February 13, 2018
VIA ELECTRONIC MAIL
Ms. Virginia Egger
Town Manager
Town of Avon
400 Benchmark Rd.
Avon, Colorado 81620
Email: vegger(&avon.org
Re: Annual Report
Dear Ms. Egger:
Enclosed please find a franchise fee report as required by Section 7.1D of our Franchise
Agreement with the Town of Avon.
(1) Nature, date and type of Subscriber complaints escalated to Comcast by the Town
in writing and date complaints were resolved;
(2) Average response time for service calls;
(3) Phone activity report;
(4) A summary of the previous year's activities regarding the development of the
Cable System, including, beginning and ending plant miles constructed;
(5) An annual report of the company on Form 10-K that is filed with the U.S.
Securities and Exchange Commission; and,
(6) A copy of all Comcast's rules and regulations applicable to Subscribers.
Please feel free to contact me at 303-603-2012 if you have any questions or concerns.
Sincerely,
Comcast of Colorado VII, LLC 1/k/a Comcast
At'-4wa4k
Glenn Walker
Government Affairs Manager
Confidential and Proprietary
(1) Nature, date and type of Customer complaints escalated to Comcast by the Town in
writing and date complaints were resolved;
Comcast
Executive Summary of Escalated Customer Complaints
2017
Town of Avon
Type of Complaint
Number of Calls
Accessibility
0
Billing, Credit and Refunds
0
Courtesy
0
Drop Bury
0
Installation
0
Notices/Easement Issues Non -Rebuild
0
Pedestal
0
Problem Resolution
0
Programming
0
Property Damage Non -Rebuild
0
Rates
0
Rebuild/Upgrade Damage
0
Rebuild/Upgrade Notices/Easement Issues
0
Reception/Signal Quality
0
Safety
0
Service and Install Appointments
0
Service Interruptions
0
Serviceability
0
TOTAL
0
(2) Average response time for service calls;
2017
Average Completion Time of Service Calls 1.75 days
(3) Phone activity report;
2017
Average Speed of Answer = 9 seconds
Average Phone Line Trunk Busy = 0.00%
(4) A summary of the previous year's activities regarding the development of the Cable
System, including, beginning and ending plant miles constructed;
January 2016 Plant Miles = 13.71
January 2017 Plant Miles = 14
Throughout 2017 Comcast has continued to expand and roll out our revolutionary X1 Platform.
The X1 Platform is an interactive TV experience that gives our customers instant access to all of their
entertainment. With the X1 Platform, customers get integrated search results across live TV, On Demand
and DVR, personalized recommendations, and apps like Facebook, Pandora and more, right from their TV.
Plus, with the X1 DVR, customers can simultaneously record up to four shows while watching another plus
watch recordings from "any room" in the house. The X1 Platform is more than just a guide; it's a next -
generation entertainment operating system! X1 Platform is a powerful demonstration of Comcast's product
superiority, fulfilling the XFINITY brand promise of delivering The Future of Awesome. We introduced a
new voice controlled remote control that allows for greater ease when searching for viewing options.
We continue to roll out updated Apps to our customers to make access to their video, internet, voice and
home security features more interactive with their mobile lifestyles via smartphones and tablets. We
introduced the My Account App that allows customers to easily access their account to check account
balances, make changes to their service packages and even schedule a service visit.
In 2017, Comcast introduced our new Xfi gateway WiFi device. This new device allows Comcast internet
customers to easily set up an enhanced WiFi network within their homes that grants them enhanced and
seamless control of the WiFi experience. This includes greater parental controls and time management
features. Also, Comcast continued to roll out 1 gigabyte residential internet service across our service
territory. Comcast was voted the fastest and best intenernet provider in the US according to Speedtest.net.
(5) An annual report of the company on Form 10-K that is filed with the U.S. Securities and
Exchange Commission.
One hundred percent (100%) of Comcast's Voting Common Stock was owned by Comcast Corp. The
2016 Annual Report for Comcast Corp. can be viewed at www.cmcsk.com , click on the Financial
Information tab.
(6) A copy of all Comcast's rules and regulations applicable to Customers.
See attached file
FOR CABLE VIDEO, HIGH-SPEED INTERNET, PHONE AND HOME SECURITY SERVICES
Why is Comcast providing this notice to me?
As a subscriber to cable service or other services provided by Comcast, you are entitled under
Section 631 of the federal Cable Communications Policy Act of 1984, as amended, (the "Cable
Act") to know the following:
• the limitations imposed by the Cable Act upon cable operators in the collection and disclosure
of personally identifiable information about subscribers;
• the nature of personally identifiable information we collect;
• the nature of the use of personally identifiable information;
• under what conditions and circumstances we may disclose personally identifiable information
and to whom;
• the period during which we maintain personally identifiable information;
• the times and places at which you may have access to your personally identifiable information;
and
• your rights under the Cable Act concerning personally identifiable information and its collection
and disclosure.
Personally identifiable information is information that identifies a particular person; it does not
include de -identified, anonymous, or aggregate data that does not identify a particular person or
persons. This notice is also provided to you in accordance with applicable California law, which only
applies to our customers located in California who are served by a cable television corporation.
In addition, Section 222 of the Communications Act of 1934, as amended, (the "Communications
Act") provides additional privacy protections for certain information related to our phone and
Internet services:
• information about the quantity, technical configuration, type, destination, location, and amount
of your use of the phone and Internet services; and
• information contained on your bill concerning the type of phone and Internet services and
features you receive.
That information is known as customer proprietary network information or CPNI for short. This
notice, which includes our CPNI Policy, describes what CPNI information we obtain, how we protect
it, and how it may be used. If you are a customer of our phone and Internet services, you have the
right, and Comcast has a duty, under the Communications Act and applicable state law, to protect
the confidentiality of CPNI. In addition, the FCC's rules provide additional privacy protections
specific to our phone services that we describe in this notice.
We explain below under "HOW DO I GIVE OR WITHHOLD MY APPROVAL FOR COMCAST TO
USE CPNI TO MARKET ADDITIONAL PRODUCTS AND SERVICES TO ME?" how you can
approve our use of CPNI or withdraw your approval in the event Comcast decides to use CPNI for
marketing purposes.
Special Note: Our CPNI Policy applies to the voice and Internet communications -related services
provided by the applicable Comcast operating company that delivers those services to our
customers.
In this notice, the terms "Comcast," "we," "us," or "our" refer to the operating company, subsidiaries
or affiliates of Comcast Cable Communications, LLC that (i) owns and/or operates the cable
television system in your area pursuant to a cable television franchise with the local franchising
authority, or (ii) is the operating company that delivers voice services in your area. The term "you"
refers to you as a subscriber to one or more of our cable service and other services.
I. Collection
What kind of information does this notice apply to?
The Cable Act applies to personally identifiable information that you have furnished to Comcast, or
that Comcast has collected using the cable system, in connection with the provision of cable service
or other services. The Communications Act applies to CPNI related to our regulated phone and
Internet services, and certain orders of the Federal Communications Commission apply the CPNI
rules to our interconnected voice over Internet protocol communications services.
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Special Note: This notice only applies to our cable video service, our high-speed Internet service,
our phone and communications services, and our home security service. It applies to you as
a subscriber to one or more of these services as provided for by applicable law and except as
otherwise noted. It does not cover information that may be collected through any other products,
services, or websites, even if you access them through our cable services and even if they are
co -branded with Comcast brands or the brands or logos of our affiliated companies. You should
read the privacy policies for these other products, services, and websites to learn how they handle
your personal information. You can read the privacy policy for Comcast's web services at http;//
xfinity.comcast.net/privacy/.
For what purposes may Comcast collect personally identifiable information and CPNI?
The Cable Act authorizes Comcast as a cable operator to use the cable system to collect personally
identifiable information concerning any subscriber for the following purposes:
• to obtain information necessary to render our cable service or other services to our
subscribers; and
• to detect unauthorized reception of cable communications.
The Cable Act prohibits us from using the cable system to collect personally identifiable information
concerning any subscriber for any purposes other than those listed above without the subscriber's
prior written or electronic consent.
The Communications Act authorizes us to use, disclose, or permit access to individually identifiable
CPNI in our provision of:
• the telecommunications services from which this information is derived; or
• services necessary to, or used in, the provision of these services, including the publishing of
directories.
The Communications Act prohibits us from using CPNI for any purposes other than those listed
above except as permitted or required by law or with your approval.
What kind of personally identifiable information and CPNI does Comcast collect?
Comcast collects information from you at several different points when you request, turn on,
and use our services under an account we create for you. Some of this information is personally
identifiable information, but much of it is not. We collect certain personally identifiable information
that our subscribers furnish to us in connection with the provision of cable service or other services.
In order to provide reliable, high quality service to you, we keep regular business records containing
information about you that may constitute personally identifiable information. These account records
include some, but typically not all, of the following information:
• your name;
• service address;
• billing address;
• e-mail address;
• telephone number;
• driver's license number;
• social security number;
• bank account number; and
• credit card number.
With respect to phone services, examples of CPNI include information typically available from
telephone -related details on your monthly bill:
• location of service;
• technical configuration of service;
• type of service;
• quantity of service;
• amount of use of service; and
• calling patterns.
CPNI does not include your name, address, and telephone number because the Communications Act
classifies that information as "subscriber list information" which is not subject to the CPNI protections.
However, that information is also subject to certain protections as described below under "To whom
may Comcast disclose personally identifiable information?" The FCC has not yet adopted specific
rules or definitions regarding CPNI as it relates to Internet access.
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We also collect and maintain certain other information about your account. For example, this
information may include:
• your account number;
• billing, payment, and deposit history;
• additional service information;
• customer correspondence and communications records;
• maintenance and complaint information;
• the device identifiers and network addresses of equipment used with your account;
• records indicating the number of television sets, set-top boxes, modems, telephones, home
security and automation devices, or other devices connected to our cable system; and
• additional information about the service options you have chosen.
Some of our services permit you to establish secondary accounts, and if you do so we collect similar
information in order to establish and service the secondary accounts. During the initial provisioning
of our services, and during any subsequent changes or updates to our services, Comcast may
collect technical information about your televisions, any set-top boxes, computer hardware and
software, cable modems, telephones, other cable or other service -related devices, home security
and automation devices, and customization settings and preferences. Additionally, if you rent your
residence, we may have a record of whether landlord permission was required prior to installing our
cable services as well as your landlord's name and address.
What kind of information does Comcast collect if I use cable video services?
When you use cable video services, our cable system automatically generates information about your
use of the services and their features, and we collect much of this information as part of providing
services to you. For example, we receive information about the use of set-top boxes, remote controls,
electronic program guides, video players, applications, and other devices and software connected
to our cable system. This information includes which channels, programs, and advertisements are
viewed and for how long, for example. It may also include information about navigation through
program guides and applications, and use of devices like remote controls and tablets. Except as
described below, we collect this activity data without names and addresses or other personally
identifiable information and we consider it de -identified data.
Our system may collect activity data with personally identifiable information for particular requests
or transactions like when you order a pay-per-view program or purchase a product. This information
typically consists of account and billing -related information such as the programs or other products,
services, or features ordered so that you may be properly billed for them. Follow your program guide
commands or any special instructions on your screen when you make these transactional requests.
These commands and instructions will explain your choices so that you can complete or cancel your
requests as you wish.
What kind of information does Comcast collect and use to improve your cable services
and deliver relevant advertising?
Comcast's cable system, set-top boxes, and other equipment generate activity data that we
collect and store. We use this information for a number of purposes including to determine which
programs are most popular, how many people watch a program to its conclusion, and whether
people are watching commercials. As described below under "How does Comcast use personally
identifiable information and CPNI?," we may also provide information like subscriber lists or certain
de -identified, anonymous, and/or aggregate information (such as activity data) to third parties
working on our behalf — such as audience measurement or market research firms. We, or these
firms, working as our service providers, may combine this information with aggregated or non -
aggregated demographic information (such as census records) and other audience attributes,
such as purchasing data, demonstrated interests (for example, in sports programs or movies),
loyalty programs, organizational affiliations, advertiser customer lists, and the like to provide us
with audience analysis data. We require third parties working on our behalf to treat all information
we provide as confidential and to use it only for Comcast's business purposes. We may also work
with academic or research interest groups to analyze de -identified, anonymous, and/or aggregate
information we provide to them for specific purposes or projects.
We use this information and analysis to improve our cable video service and other services and
make programming and advertising more relevant to our subscribers. We may also use this
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information to distribute and deliver relevant programming and advertising to you without disclosing
personally identifiable information about you to programmers or advertisers. In addition to this
privacy notice, we may provide additional notices to you regarding specific advertising or other
initiatives. These notices will describe the initiatives in greater detail and may, as appropriate,
contain information you can use to choose to participate, or not participate, in these initiatives.
II. Use
How does Comcast use personally identifiable information and CPNI?
We collect, maintain, and use personally identifiable information and CPNI as permitted by the
Cable Act and the Communications Act and other applicable laws. We use this information primarily
to conduct business activities related to providing you with our cable service and other services, and
to help us detect theft of service. Generally speaking, we use personally identifiable information in
connection with:
• billing and invoicing;
• administration;
• surveys;
• collection of fees and charges;
• marketing;
• service delivery and customization;
• maintenance and operations;
• technical support;
• hardware and software upgrades; and
• fraud prevention.
More specifically, we also use personally identifiable information to:
• install, configure, operate, provide, support, and maintain our cable service and other services;
• confirm you are receiving the level(s) of service requested and are properly billed;
• identify you when changes are made to your account or services;
• make you aware of new content, products, or services that may be of interest to you;
• understand the use of, and identify improvements to, our services;
• detect unauthorized reception, use, or abuse of our services;
• determine whether there are violations of any applicable policies and terms of service;
• manage the network supporting our services;
• configure and update cable service and other service -related devices and software; and
• comply with law.
The Communications Act further permits Comcast to use, disclose, and permit access to CPNI
obtained from our customers, either directly or indirectly, to:
• initiate, render, bill, and collect for telecommunications services;
• protect our rights and property, and protect our users of these services and other carriers from
fraudulent, abusive, or unlawful use of, or subscription to, these services;
• provide any inbound telemarketing, referral, or administrative services to you for the duration of
the call, if you initiated the call and you approve of the use of this information to provide these
services; and
• to provide call location information concerning the user of a commercial mobile phone service.
Comcast may not use CPNI to market products and services to you other than enhancements to
services you already have without your approval in accordance with our policies described below.
Comcast transmits, and may collect and store for a period of time, personally identifiable and non -
personally identifiable information about you when you use our high-speed Internet and phone
services to:
• send and receive e-mail, video mail, and instant messages;
• transfer and share files;
• make files accessible;
• visit websites;
• place or receive calls;
• leave and receive voice mail messages;
• use the applicable communications center or voice center;
Stnd 1016.indd 4 8/16/16 11:09 AM
• establish custom settings or preferences;
• communicate with us for support; or
• otherwise use the services and their features.
Comcast transmits, collects, and stores comparable information when you use our home security
service. Our transmission, collection, and storage of this information are necessary to render the
services. In certain situations, third -party service providers may transmit, collect, and store this
information on our behalf to provide features of our services. These third parties are not permitted
to use your personally identifiable information except for the purpose of providing these features.
How does Comcast use activity data and other data in connection with cable video
service?
We associate activity data with particular devices such as set-top boxes, portable devices, and
other supported devices so that we know where to deliver the services and how to troubleshoot
them. In general, Comcast uses de -identified and aggregate activity information to understand
better how our customers use our products and services so that we can improve them, including by
delivering more relevant content and advertising. We may try to determine how well our products
and services deliver value to our customers, for example, by determining which programs are most
popular, how many people watch a program to its conclusion, and whether and how often people
are watching commercials. As discussed below, we may also combine activity data with other non -
personally identifying demographic and similar information from our business records.
When we collect activity data, we may also use it to determine how many people view commercials
(impressions) and to provide de -identified or aggregate reports to third -party advertisers. When
we do this reporting on advertising impressions we do not provide any personally identifiable
information about our subscribers to third -party advertisers. We, or our service providers, may
combine de -identified activity data with other data to determine and report how an advertiser's
messages are viewed, including on other platforms and services.
We may also use activity data to help us learn how popular certain programs are and how our
customers as a whole generally prefer to view certain kinds of programming using cable video
service (such as whether they like to watch certain programs live, or they prefer to view them when
we offer them on demand, on mobile devices, or online). As described below, this may require
us to compare or combine activity data on our cable system with online activity data. We may
also use activity data to determine whether promoting content and services in certain ways helps
attract a larger audience and more customers. While we may provide aggregate reports on these
observations to programmers or others, we do not provide any personally identifiable information
about our subscribers, or the activities of individual subscribers, to those programmers and others.
We may also use, or combine information about, your use of our cable services with other
information we obtain from our business records (such as your Comcast account number or
device identifiers), or from third parties, to deliver better and more relevant products, services and
advertising. However, we do not store or share your activity data in association with your name
or address, except as necessary to render or bill for our services. We may try to determine, using
aggregated data, which groups of our customers use which of our products and services and how
they use them. To do this we, or third parties working on our behalf, may combine demographic
and other generally available information, or advertiser information, including purchasing data and
membership in loyalty programs, with our subscriber lists. From this information, we or our third
party providers prepare de -identified and aggregated reports about how groups of customers
with common characteristics — such as age and gender, or a demonstrated interest in a particular
third party product — use our services and respond to the programming and advertising that we
distribute. We may use this information to improve and communicate with you about our own
products and services, and also to help us deliver relevant information and advertising on behalf
of other companies and advertisers to certain subscriber groups — known as ad groups— who
may be most interested in this information and advertising. When we do this, we do not share your
personally identifiable information with these advertisers, unless you provide your express consent.
We may also combine personally identifiable information, which we collect as described in this
notice as part of our regular business records, with personally identifiable information obtained from
third parties for the purpose of creating an enhanced database or business records. We may use
this database and these business records for marketing, advertising, and other activities related to
Stnd_1016.indd 5 8/16/16 11:09 AM
our cable service and other services. We also maintain records of research concerning subscriber
satisfaction and viewing habits, which are obtained from subscriber interviews, questionnaires, and
surveys or panels.
How does Comcast use information about use of cable video services on other
platforms like websites or mobile applications?
We may compare or combine information such as activity data we receive when you use cable video
services to view content or advertising with information about your use of content and advertising
that we deliver on other platforms, such as on our Xfinity websites and mobile applications. We may
also compare or combine this information or data with that generated by your viewing of advertising
placed or sold by Comcast on other websites and mobile applications. We do this to better
understand, among other things, how our customers access and use our products and services in
all of the places that we offer them.
III. Disclosure
Under what circumstances may Comcast disclose personally identifiable information to
others?
Comcast considers the personally identifiable information contained in our business records to
be confidential. The Cable Act authorizes Comcast as a cable operator to disclose personally
identifiable information concerning any subscriber if the disclosure is:
• necessary to render, or conduct a legitimate business activity related to, the cable service or
other services provided to the subscriber;
• required by law or legal process (described below under "When is Comcast required by law to
disclose personally identifiable information and CPNI by law?"); or
• of the names and addresses of subscribers for "mailing list" or other purposes (subject to each
subscriber's right to prohibit or limit this disclosure and the CPNI Policy described below under
"How do I place myself on Comcast's 'do not call' and 'do not mail' lists?").
The Cable Act prohibits us as a cable operator from disclosing personally identifiable information
concerning any subscriber for any purposes other than those listed above without the subscriber's
prior written or electronic consent.
To whom may Comcast disclose personally identifiable information?
We may disclose personally identifiable information as provided for in the Cable Act when it is
necessary to render, or conduct a legitimate business activity related to, the cable service or other
services we provide to you. These kinds of disclosures typically involve billing and collections,
administration, surveys, marketing, service delivery and customization, maintenance and
operations, incident verification and response, service notifications, fraud prevention, and services
to improve our programming and advertising offerings, for example. We may also collect, use, and
disclose information about you in de -identified, anonymous, or aggregate formats, such as ratings
surveys and service usage and other statistical reports, which do not personally identify you, your
particular viewing habits, or the nature of any transaction you have made over the cable system.
The frequency of any disclosure of personally identifiable information varies in accordance with our
business needs and activities.
The Cable Act authorizes Comcast as a cable operator to disclose limited personally identifiable
information to others, such as charities, marketing organizations, or other businesses, for cable
or non -cable "mailing list" or other purposes. From time to time we may disclose your name and
address for these purposes. However, you have the right to prohibit or limit this kind of disclosure
by contacting us by telephone at 1-800-XFINITY or by sending us a written request as described
below under "How do I contact Comcast?" Any "mailing list" and related disclosures that we may
make are limited by the Cable Act to disclosures of subscriber names and addresses where the
disclosures do not reveal, directly or indirectly, (i) the extent of any viewing or other use by the
subscriber of a cable service or other service provided by us; or (ii) the nature of any transaction
made by the subscriber over our cable system.
We may sometimes disclose personally identifiable information about you to our affiliates or to
others who work for us. We may also disclose personally identifiable information about you to
outside auditors, professional advisors, service providers and vendors, potential business merger,
acquisition, or sale partners, and regulators. We make these disclosures as provided for in the
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Cable Act. Typically, we make these disclosures when the disclosure is necessary to render, or
conduct a legitimate business activity related to, the cable service or other services we provide
to you. We may be required by law or legal process to disclose certain personally identifiable
information about you to lawyers and parties in connection with litigation and to law enforcement
personnel.
If we (or our parent company) enter into a merger, acquisition, or sale of all or a portion of our
assets, subscribers' personally identifiable information will, in most instances, be one of the items
transferred as part of the transaction. If this notice will be changed as a result of a transaction like
that, you should refer below under "Will Comcast notify me if it changes this notice?"
We may also use or disclose personally identifiable information about you without your consent to
protect our customers, employees, or property, in emergency situations, to enforce our rights under
our terms of service and policies, in court or elsewhere, and as otherwise permitted by law.
When may Comcast disclose personal information to others in connection with phone
service?
Comcast may disclose to others personally identifiable information in connection with features and
services such as Caller ID, 911/E911, and directory services as follows:
• We may transmit your name and/or telephone number to be displayed on a Caller ID device
unless you have elected to block such information. Please note that Caller ID blocking may not
prevent the display of your name and/or telephone number when you dial certain business or
emergency numbers, 911, 900 numbers, or toll-free 800, 888, 877, 866, or 855 numbers.
• We may provide your name, address, and telephone number to public safety authorities and
their vendors for inclusion in E911 databases and records, inclusion in "reverse 911" systems,
or to troubleshoot 911/E911 record errors.
• We may publish and distribute, or cause to be published and distributed, telephone directories
in print, on the Internet, and on disks. Those telephone directories may include subscriber
names, addresses, and telephone numbers, without restriction to their use.
• We may also make subscriber names, addresses, and telephone numbers available, or cause
such subscriber information to be made available, through directory assistance operators.
• We may provide subscribers' names, addresses, and telephone numbers to unaffiliated
directory publishers and directory assistance providers for their use in creating directories and
offering directory assistance services.
• Once our subscribers' names, addresses, and telephone numbers appear in telephone
directories or directory assistance, they may be sorted, packaged, repackaged and made
available again in different formats by anyone.
We take reasonable precautions to ensure that non -published and unlisted numbers are not
included in our telephone directories or directory assistance services, but we cannot guarantee that
errors will never occur.
When is Comcast required to disclose personally identifiable information and CPNI by
law?
We make every reasonable effort to protect subscriber privacy as described in this notice.
Nevertheless, we may be required by law to disclose personally identifiable information or
individually identifiable CPNI about a subscriber. These disclosures may be made with or without the
subscriber's consent, and with or without notice, in compliance with the terms of valid legal process
such as a subpoena, court order, or search warrant.
For subscribers to our cable video service, Comcast may be required as a cable operator to disclose
personally identifiable information to a third -party or governmental entity in response to a court
order. If the court order is sought by a non-governmental entity, we are required under the Cable Act
to notify the subscriber of the court order. If the court order is sought by a governmental entity, the
Cable Act requires that the cable subscriber be afforded the opportunity to appear and contest in a
court proceeding relevant to the court order any claims made in support of the court order. At the
proceeding, the Cable Act requires the governmental entity to offer clear and convincing evidence
that the subject of the information is reasonably suspected of engaging in criminal activity and that
the information sought would be material evidence in the case.
For subscribers to our high-speed Internet, phone, and home security services, Comcast may
be required to disclose personally identifiable information and individually identifiable CPNI to a
Stnd_1016.indd 7 6/16/16 11:09 AM
private third party in response to a court order, and, if so, we are required to notify the subscriber
of the court order. Comcast may also be required to disclose personally identifiable information and
individually identifiable CPNI about subscribers to high-speed Internet, phone, and home security
services to a government entity in response to a subpoena, court order, or search warrant, for
example. We are usually prohibited from notifying the subscriber of any disclosure of personally
identifiable information to a government entity by the terms of the subpoena, court order, or search
warrant.
How does Comcast protect personally identifiable information?
We follow industry -standard practices to take such actions as are necessary to prevent
unauthorized access to personally identifiable information by a person other than the subscriber or
us. However, we cannot guarantee that these practices will prevent every unauthorized attempt to
access, use, or disclose personally identifiable information.
How long does Comcast maintain personally identifiable information?
Comcast maintains personally identifiable information about you in our regular business records
while you are a subscriber to our cable service or other services. We also maintain this information
for a period of time after you are no longer a subscriber if the information is necessary for the
purposes for which it was collected or to satisfy legal requirements. These purposes typically
include business, legal, or tax purposes. If these purposes no longer apply, we will destroy,
de -identify, or anonymize the information according to our internal policies and procedures.
IV. Customer Access and Choice
How can I see my personally identifiable information or CPNI and correct it, if
necessary?
You may examine and correct, if necessary, the personally identifiable information regarding you
that is collected and maintained by Comcast in our regular business records. In most cases, the
personally identifiable information contained in these records consists solely of billing and account
information. We will correct our records if you make a reasonable showing that any of the personally
identifiable information we have collected about you is inaccurate.
If you have Internet access, you can view and change certain information yourself by going to www.
comcast.com/mvaccount and signing in with your Comcast username and password to access the
My Account feature. If you are a home security customer, you can go to the subscriber portal at
www.xfinity.com/xhportal.
You may also examine the records containing your personally identifiable information at your local
Comcast office upon reasonable prior notice to us and during our regular business hours. If you
wish to examine these records, please contact us by mail or telephone at 1-800-XFINITY, giving
us a reasonable period of time to locate and, if necessary, prepare the information for review, and
to arrange an appointment. You will only be permitted to examine records that contain personally
identifiable information about your account and no other account.
If you make an affirmative, written request for a copy of your CPNI, we will disclose the relevant
information we have to you at your account address of record, or to any person authorized by you,
if we reasonably believe the request is valid. However, subscribers to our phone services should
be aware that we generally do not provide them with records of any inbound or outbound calls or
other records that we don't furnish in the ordinary course of business (for example, as part of a bill)
or which are available only from our archives, without valid legal process such as a court order.
In addition, we cannot correct any errors in customer names, addresses, or telephone numbers
appearing in, or omitted from, our or our vendors' directory lists until the next available publication
of those directory lists. Further, we may have no control over information appearing in the directory
lists or directory assistance services of directory publishers or directory assistance providers that
are not owned by our subsidiaries or us.
Comcast reserves the right to charge you for the reasonable cost of retrieving and photocopying any
documents that you request.
How do I manage or opt out of uses of information about my Comcast account?
You may opt out of receiving more relevant advanced advertising delivered with programs made
available through our cable video service by going to http://www.comcast.com/adservices. Even if
you opt out, you will still receive advertising and we will continue to send you Comcast marketing
Stnd 1016.indd 8 8/16/16 11:09 AM
messages based on the way you use our products and services and the information we have
collected about you.
How do I give or withhold my approval for Comcast to use CPNI to market additional
products and services to me?
Various direct and indirect subsidiaries and affiliates of Comcast Cable Communications, LLC offer
many communications -related and non -communications related services, such as high-speed
Internet and home security services. From time to time we may like to use the CPNI information
we have on file to provide you with information about our communications -related products and
services or special promotions. Our use of CPNI may also enhance our ability to offer products and
services tailored to your specific needs. In addition, Comcast also offers various other services
that are not related to the services to which you subscribe. Under the CPNI rules, some of those
services, such as Comcast cable video services, are considered to be non -communications
related products and services. Therefore, you may be asked during a telephone call with one of our
representatives for your oral consent to Comcast's use of your CPNI for the purpose of providing you
with an offer for communications related or non -communications related products and services.
If you provide your oral consent for Comcast to do so, Comcast may use your CPNI only for the
duration of that telephone call in order to offer you additional services.
If you deny or restrict your approval for us to use your CPNI, you will suffer no effect, now or in the
future, on how we provide any services to which you subscribe.
How do I place myself on Comcast's "do not call" and "do not mail" lists?
You may contact Comcast at 1-800-XFINITY to ask us to put your name on our internal company
"do not call" and "do not mail" lists so that you do not receive marketing or promotional telephone
calls or postal mail from us or made at our request. You also have the right to prohibit or limit
disclosure of your personally identifiable information for "mailing list" or other purposes as
described above in this notice by contacting us at 1-800-XFINITY.
If you prefer to contact Comcast in writing instead of by telephone, you may send a written request
to the address listed below under "How do I contact Comcast?" Be sure to include your name
and address, your Comcast account number, and a daytime telephone number where you can be
reached in the event we have any questions about your request. The person who is identified in
our billing records as the subscriber should sign the written request. If you have a joint account, a
request by one party will apply to the entire account. If you have multiple accounts, your notice must
separately identify each account covered by the request.
What e-mail communications will Comcast send to me and how do I manage them?
We may send a welcome e-mail and sometimes other information to new subscribers to our cable
service and other services (including each new secondary account holder, where applicable). We
may also send service -related announcements to our subscribers from time to time. For example,
we may send you an e-mail announcement about a pricing change, a change in operating policies,
a service appointment, or new features of one or more of the cable service or other services
you receive from us. You may not opt -out of these service -related communications. If you fail to
check your primary e-mail address for service -related announcements, you may miss important
information about our services, including legal notices, for example.
We reserve the right to send you promotional or commercial e-mail as permitted by applicable law.
You can manage the promotional or commercial e-mails Comcast may send to you by following the
instructions contained in the e-mails or by going to the Web page located at www.comcast.com/
preferences and following the directions there. We may ask for additional information on this
preferences page such as your zip code, for example. By providing this additional information to us
we will be able to better inform you of the availability of special offers and promotions in your area. If
you no longer wish to receive these e-mails you may opt -out of receiving them by going to the same
page and changing your contact preferences.
What can I do if I think my privacy rights have been violated?
If you believe that you have been aggrieved by any act of ours in violation of the Cable Act or other
applicable laws, we encourage you to contact us directly as described below in "How do I contact
Comcast?" in order to resolve your question or concern. You may also enforce the limitations
imposed on us by the Cable Act as applicable with respect to your personally identifiable information
through a civil lawsuit seeking damages, attorneys' fees, and litigation costs. Other rights and
Stnd_1016.indd 9 8/16/16 11:09 AM
remedies may be available to you under federal or other applicable laws as well. This customer
privacy notice neither supersedes nor modifies any arbitration agreement to which you may be
bound relating to the provision of our cable video service, our high-speed Internet service, our
phone and communications services, or our home security service to you as a subscriber to one or
more of these services.
Will Comcast notify me if it changes this notice?
As required by the Cable Act, we will provide you with a copy of this customer privacy notice at the
time we enter into an agreement to provide any cable service or other service to you, and annually
afterwards, or as otherwise permitted by law. You can view the most current version of this notice
by going to http://www.comcast.com/Corporate/Customers/Policies/CustomerPrivacy.html.
We may modify this notice at any time. We will notify you of any material changes through written,
electronic, or other means and as otherwise permitted by law. If you find the changes to this notice
unacceptable, you have the right to cancel your service. If you continue to use the service following
notice of the changes, we will deem that to be your acceptance of and consent to the changes in the
revised privacy notice. This includes your consent for any personally identifiable information that we
may collect and use starting on the effective date of the revised notice, as well as for any personally
identifiable information that we have collected prior to the effective date of the revised notice.
However, we will only deem your continued use of the service to be your acceptance of and consent
to changes in the revised privacy notice for changes made after December 31, 2006.
How do I contact Comcast?
If you have any questions or suggestions regarding this privacy notice, or wish to contact us about
your personal information, please reach us as follows:
Phone: 1-800-XFINITY
Website: http://customer.comcast.com/contact-us
Mail: Comcast Cable Communications, LLC
Attn: Law Department - Customer Privacy Notice
One Comcast Center
Philadelphia, PA 19103-2838
Revised and effective: August 1, 2015
Stnd 1016.indd 10 8/16/16 11:09 AM
ABOUT THIS AGREEMENT, OUR SERVICES, AND YOUR RIGHTS
XFINITY® Service(s) will be provided to you ("you," "your," or "Customer") on the terms
and conditions set forth in this Agreement for Residential Services (the "Agreement")
and applicable law by the operating company subsidiary or affiliate of Comcast Cable
Communications, LLC that (i) owns and/or operates the cable television system in
your area and/or (ii) the subsidiary that is the XFINITY Digital Voice service provider
("Comcast," "we," "us," or "our"). For purposes of this Agreement, "affiliate" means
any entity that controls, is controlled by or is under common control with Comcast
Cable Communications, LLC. Service(s) may include, but are not limited to, XFINITY TV
cable television service ("XFINITY Video"), XFINITY Internet service including XFINITY
WiFi ("XFINITY Internet"), and XFINITY Voice (herein collectively "XFINITY Voice") (each
a "Service" and collectively the "Services"). The Service(s) do not include Comcast
owned or controlled websites such as Comcast.com, Comcast.net, Xfinity.com, or
XfinityTV.com. Those websites have their own terms of service and policies that are
accessible directly from those sites.
We may change our prices, fees, the Service(s) and/or the terms and conditions
of this Agreement in the future. Unless this Agreement or applicable law specifies
otherwise, we will give you thirty (30) days prior notice of any significant change to
this Agreement. If you find the change unacceptable, you have the right to cancel your
Service(s). However, if you continue to receive Service(s) after the end of the notice
period (the "Effective Date") of the change, you will be considered to have accepted the
changes. You may not modify this Agreement by making any typed, handwritten, or any
other changes to it for any purpose.
Note: THIS AGREEMENT CONTAINS A BINDING ARBITRATION PROVISION IN SECTION
13 THAT AFFECTS YOUR RIGHTS UNDER THIS AGREEMENT WITH RESPECT TO ALL
SERVICE(S). These terms and conditions are subject to applicable tariffs and service
guides.
GENERAL TERMS AND CONDITIONS
1. ACCEPTANCE OF THIS AGREEMENT
You will have accepted this Agreement and be bound by its terms if you use the
Service(s) or otherwise indicate your affirmative acceptance of such terms.
2. CHARGES AND BILLINGS
a. Charges, Fees, and Taxes You Must Pay. You agree to pay all charges associated
with the Service(s), including, but not limited to, installation/service call charges, monthly
service charges, XFINITY Equipment (as defined below) charges, measured and per -
call charges, applicable federal, state, and local taxes and fees (however designated),
regulatory recovery fees for municipal, state and federal government fees or assessments
imposed on Comcast, permitted fees and cost recovery charges, or any programs in which
Comcast participates, including, but not limited to, public, educational, and governmental
access, universal service, telecom relay services for the visually/hearing impaired,
rights-of-way access, and programs supporting the 911/E911 system and any fees or
payment obligations imposed by governmental or quasi -governmental bodies for the sale,
installation, use, or provision of the Service(s). YOU WILL BE RESPONSIBLE FOR PAYING
ANY GOVERNMENT IMPOSED FEES AND TAXES THAT BECOME APPLICABLE
RETROACTIVELY. We will provide you with notice and an effective date of any change
in our prices or fees, unless the change in price is related to a change in governmental or
quasi -governmental taxes, fees, or assessments, in which case we may elect not to provide
notice except where required by applicable law. Not all fees apply to all Service(s).
• For XFINITY Video Customers. XFINITY Video price information is supplied with our
Welcome Kit.
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• For XFINITY Internet Customers. XFINITY Internet price information is available at
www.comcast.com (or an alternative site if we notify you).
• For XFINITY Voice Customers. XFINITY Voice price information is available at
www.comcast.com/voice/terms-of-service (or an alternative site if we notify you).
• For Minimum Term Customers. If you have agreed to a minimum term arrangement,
your price for Service(s) is as specified in the minimum term arrangement.
b. How We Will Bill You. Unless you are subject to a minimum term arrangement, Service(s)
are provided to you on a month-to-month basis. If you are receiving Service(s) at a
trial or introductory rate, you may cancel your Service(s) at the end of the trial
or introductory period by calling your local Comcast customer service center.
You will generally be billed monthly, in advance, for recurring service charges, equipment
charges, and fees. YOU MUST PAY, ON OR BEFORE THE DAY WE INSTALL ANY
OR ALL OF THE SERVICE(S), THE FIRST MONTH'S SERVICE CHARGES, XFINITY
EQUIPMENT CHARGES, ANY DEPOSITS, AND ANY INSTALLATION CHARGES. Your
first bill may include pro -rated charges from the date you first begin receiving Service(s),
as well as monthly recurring charges for the next month and charges for non-recurring
services you have received. You may be billed for some Service(s) individually after they
have been provided to you; these include measured and per -call charges (as explained
below) and charges for pay-per-view movies or events, interactive television, and
e-commerce. If you receive Service(s) under a promotion, after the promotional period
ends, regular charges for the Service(s) will apply.
We do not waive our rights to collect the full balance owed to us by accepting partial
payment. We will apply the partial payment to the outstanding charges in the amounts and
proportions that we determine.
• For XFINITY Voice Customers. If you pay a flat monthly fee for your calling plan, that
fee may not cover certain types of calls. You will be billed for these excluded call types
on a per -call basis (e.g., operator services) or a measured basis (e.g., international calls).
Generally, for billing purposes, a measured call begins when the call is answered by the
called party or an automated answering device (such as an answering machine or fax
machine); it ends when one of the parties disconnects the call. However, some providers
(e.g., those involved in calls to foreign countries) charge for a completed call when the
called party's line rings or after a certain number of rings. If such a provider charges
Comcast, its affiliates, or suppliers as if your call were answered by the called party,
Comcast will charge you for a completed call.
Measured calls are recorded in whole minutes, with partial minutes rounded up to
the next whole minute. If the charge for a measured call or for taxes or surcharges
includes a fraction of a cent, the fraction is rounded up to the nearest whole cent. See
www.comcast.com/voice/terms-of-service for information on per -call charges and the
timing of measured -call charges.
If your usage charges for XFINITY Voice exceed typical residential usage charges, we
may: (i) require you to make advance payments for XFINITY Voice, which we may offset
against any unpaid balance on your account; (ii) establish a credit limit for usage charges
for XFINITY Voice and/or features; and/or (iii) restrict XFINITY Voice or features. If you
exceed your credit limit, we reserve the right to suspend XFINITY Voice and require
payment for usage charges assessed to your account.
Our paper bills for XFINITY Voice contain only a summary of charges. Detailed
information is available for a limited period at a password -protected portion of our
website. You may call 1-800-XFINITY for a paper copy of outbound toll call records
related to your most recent bill. There may be an additional charge for these paper
copies except as otherwise required by applicable law.
c. Third -Party Charges That Are Your Responsibility. You acknowledge that you may
incur charges with third -party service providers such as accessing on-line services, calling
parties who charge for their telephone -based services, purchasing or subscribing to other
offerings via the Internet or interactive options on your XFINITY Video Service that are
separate and apart from the amounts charged by us. You are solely responsible for all
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such charges payable to third parties, including all applicable taxes. In addition, you are
solely responsible for protecting the security of credit card and other personal information
provided to others in connection with such transactions.
d. Alternative Billing Arrangements. Comcast may agree to provide billing services on
behalf of third parties, as the agent of the third party. Any such third -party charges shall be
payable pursuant to any contract or other arrangement between you and the third party. We
will not be responsible for any dispute regarding these charges between you and any third
party. You must address all such disputes directly with the third party.
e. Payment by Credit Card or Check. If you use a credit card to pay for the Service(s), use
of the card is governed by the card issuer agreement, and you must refer to that agreement
for your rights and liabilities as a cardholder. If Comcast does not receive payment from
your credit card issuer or its agents, you agree to pay all amounts due upon demand. If you
make payment by check, you authorize Comcast to collect your check electronically. You
agree that you may not amend or modify this Agreement with any restrictive endorsements
(such as "paid in full"), or other statements or releases on or accompanying checks or other
payments accepted by Comcast and any such notations shall have no legal effect.
f. Our Remedies if You Pay Late or Fail to Pay.
1. Late or Non -Payments: You may be billed fees, charges, and assessments related
to late or non -payments if for any reason (a) Comcast does not receive payment for the
Service(s) by the payment due date or (b) you pay less than the full amount due for the
Service(s).
• For Maryland Customers. YOU WILL BE ASSESSED A LATE FEE OF 10%
PER MONTH FOR ANY PAYMENT AMOUNT THAT HAS NOT BEEN PAID IN
FULL AFTER 45 DAYS FROM THE DATE THE INVOICE WAS SENT, EXCEPT IN
GARRETT AND ALLEGANY COUNTIES AND HANCOCK, MD. No more than
three (3) monthly late fees will be imposed for any single payment amount
that is past due, regardless of the period during which the payment remains
past due.
• For Garrett and Allegany County, Maryland Customers. YOU WILL BE
ASSESSED A LATE FEE OF $4.95 PER MONTH FOR EACH ACCOUNT THAT HAS
NOT BEEN PAID IN FULL AFTER 45 DAYS FROM THE DATE THE INVOICE WAS
SENT.
• For Hancock, Maryland Customers. YOU WILL BE ASSESSED A LATE FEE OF
$2.00 PER MONTH FOR EACH ACCOUNT THAT HAS NOT BEEN PAID IN FULL
AFTER 45 DAYS FROM THE DATE THE INVOICE WAS SENT.
2. Fees Not Considered Interest or Penalties: Comcast does not anticipate that
you will fail to pay for the Service(s) on a timely basis, and we do not extend credit to
customers. Any fees, charges, and assessments due to late payment or nonpayment are
liquidated damages intended to be a reasonable advance estimate of our costs resulting
from late payments and non -payments. These costs will be difficult to calculate or to
predict when we set such fees, charges, and assessments, because we cannot know in
advance: (a) whether you will pay for the Service(s) on a timely basis, if ever; (b) if you do
pay late, when you will actually pay; and (c) what costs we will incur because of your late
payment or non-payment.
3. Collection Costs: If we use a collection agency or attorney to collect money owed by
you, you agree to pay the reasonable costs of collection. These costs include, but are
not limited to, any collection agency's fees, reasonable attorneys' fees, and arbitration or
court costs.
4. Suspension/Disconnect: If you fail to pay the full amount due for any or all of the
Service(s) then Comcast, at its sole discretion in accordance with and subject to
applicable law, may suspend or disconnect any or all the Service(s) you receive.
g. Reconnection Fees and Related Charges. If you resume Service(s) after any
suspension, we may require you to pay a reconnection fee. If you reinstate any or all
Service(s) after disconnection, we may require you to pay an installation fee and/or
service activation fee. These fees are in addition to all past due charges and other fees.
Stnd 1016.indd 3 8/16/16 11:09 AM
Reconnection of the Service(s) is subject to our credit policies, this Agreement and
applicable law.
h. Our Right to Make Credit Inquiries. YOU AUTHORIZE COMCAST TO MAKE
INQUIRIES AND TO RECEIVE INFORMATION ABOUT YOUR CREDIT EXPERIENCE
FROM OTHERS, TO ENTER THIS INFORMATION IN YOUR FILE, AND TO DISCLOSE
THIS INFORMATION CONCERNING YOU TO APPROPRIATE THIRD PARTIES FOR
REASONABLE BUSINESS PURPOSES. Comcast will not discriminate in the application
of its credit inquiries and deposit policy on the basis of race, color, sex, creed, religion,
nationality, sexual orientation, or marital status. Any risk assessments conducted by either
Comcast or its third party credit bureau will be done in conformance with the requirements
of all applicable state or federal laws.
i. Your Responsibilities Concerning Billing Questions. Subject to applicable law, if you
intend to dispute a charge or request a billing credit, you must contact Comcast within 120
days of the date on the bill. You waive any disputes or credits that you do not report within
120 days.
• For Sacramento, California Customers. If there are any billing errors or other
requests for credit, you must bring those to our attention within 120 days of the time you
receive the bill for which you are seeking correction, unless applicable law provides for
a longer period which cannot be waived or otherwise modified. We will investigate and
respond to all complaints within five (5) business days of the receipt of the complaint.
In some cases, an investigation might require a search of historical records that could
take up to 14 business days. If you believe a payment was made which was not credited
to your account, a copy of a cancelled check or money order may be required and the
disputed amount will be set aside for up to fourteen (14) days while you gather that
documentation.
3. REFUNDABLE DEPOSIT
We may require you to pay a refundable deposit when you activate the Service(s), if you add
XFINITY Equipment and/or Service(s) or if you fail to pay any amounts when they are due. If
we disconnect your Service(s) or are otherwise required under applicable law to refund the
deposit, we shall within forty-five (45) days or as otherwise specified by applicable law return a
sum equal to the deposit(s) you paid (without interest unless otherwise required by law) minus
any amounts due on your account (including without limitation, any amounts owed for the
Service(s) or for any XFINITY Equipment that is damaged, altered, or not returned).
• For Prince Georges, Maryland Customers. If we disconnect your Service(s) or are
otherwise required under applicable law to refund the deposit, we shall within thirty (30)
days or your next billing cycle, whichever is earlier, return a sum equal to the deposit(s)
you paid (without interest unless otherwise required by law) minus any amounts due on
your account (including without limitation, any amounts owed for the Service(s) or for any
XFINITY Equipment that is damaged, altered, or not returned).
4. CHANGES TO SERVICES
Subject to applicable law, we have the right to change our Service(s), XFINITY Equipment
and rates or charges, at any time with or without notice. We also may rearrange, delete, add
to, or otherwise change programming or features or offerings contained in the Service(s),
including, but not limited to, content, functionality, hours of availability, customer equipment
requirements, speed, and upstream and downstream rate limitations. If we do give you
notice, it may be provided on your monthly bill, as a bill insert, e-mail, in a newspaper or
other communication permitted under applicable law. If you find a change in the Service(s)
unacceptable, you have the right to cancel your Service(s). However, if you continue to receive
Service(s) after the change, this will constitute your acceptance of the change.
5. ACCESS TO YOUR PREMISES AND CUSTOMER EQUIPMENT
a. Premises. You agree to allow us and our agents the right to enter your property at which
the Service(s) and/or XFINITY Equipment will be provided (the "Premises") at reasonable
times, for purposes of installing, configuring, maintaining, inspecting, upgrading, replacing
and removing the Service(s) and/or XFINITY Equipment used to receive any of the
Stnd 1016.indd 4 8/16/16 11:09 AM
Service(s). You warrant that you are either the owner of the Premises or that you have the
authority to give us access to the Premises. If you are not the owner of the Premises, you
are responsible for obtaining any necessary approval from the owner to allow us and our
agents into the Premises to perform the activities specified above. In addition, you agree
to supply us or our agent, if we ask, the owner's name, address, and phone number and/
or evidence that the owner has authorized you to grant access to us and our agents to the
Premises.
• For California West Bay Area and San Francisco, California Customers. If we
fail to keep an appointment, we will credit your account with free installation or service
call free of charge if the appointment was for an installation or service call for which a
fee was to be charged or a minimum credit of $20.
• For Sacramento, California Customers. If we fail to keep an appointment, we will
credit your account with one month of Limited Basic up to a maximum credit equal to
one month of the Standard Cable price.
b. Customer Equipment. "Customer Equipment" means software, hardware or services
that you elect to use in connection with the Service(s) or XFINITY Equipment. You agree to
allow us and our agents the rights to insert cable cards and other hardware in the Customer
Equipment, send software, firmware, and/or other programs to the Customer Equipment
and install, configure, maintain, inspect and upgrade the Customer Equipment and XFINITY
Equipment. You warrant you are either the owner of the Customer Equipmept or that you
have the authority to give us access to the Customer Equipment. If you are not the owner
of the Customer Equipment, you are responsible for obtaining any necessary approval from
the owner to allow us and our agents' access to the Customer Equipment to perform the
activities specified above. In addition, you agree to supply us or our agents, if we ask, the
owner's name, address and phone number and/or evidence that the owner has authorized
you to grant access to us and our agents to the Customer Equipment to perform the
activities specified above.
6. MAINTENANCE AND OWNERSHIP OF EQUIPMENT AND SOFTWARE
a. XFINITY Equipment. "XFINITY Equipment" means any equipment provided by Comcast
such as gateways, routers, cable modems, voice -capable modems, wireless gateway/
routers, CableCARDs, converters, digital adapters, remote controls, and any other
equipment provided or leased to you by us or our agents, excluding equipment purchased
by you from Comcast and Customer Equipment. XFINITY Equipment also includes any
software, firmware, or other programs contained within Customer Equipment or XFINITY
Equipment. You agree that all XFINITY Equipment belongs to us or other third parties and
will not be deemed fixtures or in any way part of the Premises. You agree to use XFINITY
Equipment only for the Service(s) pursuant to this Agreement. We may remove or change
the XFINITY Equipment at our discretion at any time the Service(s) are active or following
the termination of your Service(s). You acknowledge and agree that our addition or removal
of or change to the XFINITY Equipment may interrupt your Service(s). You may not sell,
lease, abandon, or give away the XFINITY Equipment, or permit any other provider of
video, broadband Internet (high speed data) or telephone services to use the XFINITY
Equipment. The XFINITY Equipment may only be used in the Premises. At your request,
we may relocate the XFINITY Equipment in the Premises for an additional charge, at a time
agreeable to you and us. YOU UNDERSTAND AND ACKNOWLEDGE THAT IF YOU ATTEMPT
TO INSTALL OR USE THE XFINITY EQUIPMENT OR SERVICE(S) AT A LOCATION OTHER
THAN THE PREMISES, THE SERVICE(S) MAY FAIL TO FUNCTION OR MAY FUNCTION
IMPROPERLY. You agree that you will not allow anyone other than Comcast or its agents to
service the XFINITY Equipment. We suggest that the XFINITY Equipment in your possession
be covered by your homeowners, renters, or other insurance. You will be directly
responsible for loss, repair, replacement and other costs, damages, fees and charges if you
do not return the XFINITY Equipment to us in an undamaged condition.
b. Customer Equipment.
1. Responsibility: Comcast has no responsibility for the operation or support,
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maintenance, or repair of any Customer Equipment including, but not limited to,
Customer Equipment to which Comcast or a third party has sent software, firmware, or
other programs.
• For XFINITY Video, XFINITY Internet, and XFINITY Voice Customers. You
agree by using the Service(s), you are enabling and authorizing (i) Comcast, its
authorized agents and equipment manufacturers to send code updates to the
XFINITY Equipment and Customer Equipment, including, but not limited to, cable
modems, digital interactive televisions with CableCARDS, and voice -capable
modems at any time it is determined necessary to do so as part of the Service(s):
and (ii) Comcast and its authorized agents to use the XFINITY Equipment, Customer
Equipment and Inside Wiring connected to our cable network to provide the
Service(s) to you and others, including, but not limited to, the XFINITY Internet WiFi
Home Hotspot ("HHS"). Such code updates may change, add or remove features or
functionality of any such equipment or the Service(s).
• For XFINITY Internet and XFINITY Voice Customers. You can find Comcast's
current minimum technical and other requirements for XFINITY Internet customers
at http://customer.comcast.com/help-and-support/internet and for XFINITY Voice
customers at http://customer.comcast.com/help-and-support/shone. These
requirements may be located at an alternative site if we so notify you. To use XFINITY
Voice, you will need a voice -capable modem that meets our specifications. In some
areas, we may permit you to use XFINITY Voice with a voice -capable modem that
you have purchased. Depending on availability in your area, you may have an option
to install the voice -capable modem yourself or to have Comcast install it for you. You
agree to keep the voice -capable modem plugged into a working electrical power
outlet at all times. Whether a cable modem, gateway/router, voice -capable modem
or other device is owned by you or us, we have the unrestricted right, but not the
obligation, to upgrade or change the firmware in these devices remotely or on the
Premises at any time that we determine it necessary or desirable in order to provide
Service(s) to you in accordance with our specifications and requirements.
• For XFINITY Voice Customers. You acknowledge and understand XFINITY Voice
may not support or be compatible with non -recommended configurations including,
but not limited to, voice -capable modems not currently certified by Comcast as
compatible with XFINITY Voice; Customer Equipment, including, but not limited to,
non -voice communications equipment, including certain makes or models of alarm
and security systems or devices, certain medical monitoring devices, personal
emergency alert, and home detention devices, certain fax machines, and certain
"dial-up" modems; rotary -dial phone handsets, pulse -dial phone handsets, and
models of other voice -related communications equipment such as private branch
exchange (PBX) equipment, answering machines, and traditional Caller ID units, In
order to use XFINITY Voice, you are required to provide certain equipment such as
a phone handset or equivalent, inside phone wiring and outlets, and an electrical
power outlet. CERTAIN MAKES AND MODELS OF CORDLESS PHONES USE THE
ELECTRICAL POWER IN YOUR HOME. IF THERE IS AN ELECTRICAL POWER
OUTAGE, THE CORDLESS PHONE WILL CEASE TO OPERATE DURING THE OUTAGE,
PREVENTING USE OF XFINITY VOICE VIA THE CORDLESS PHONE. DO NOT
ATTEMPT TO CONNECT XFINITY VOICE TO INSIDE PHONE WIRING YOURSELF.
In order to use online features of XFINITY Voice, where we make those features
available, you are required to provide certain hardware, such as a personal computer,
software, an Internet browser, and access to the Internet.
2. Non -Recommended Configurations: Customer Equipment that does not meet
Comcast's minimum technical or other specifications constitutes a "Non -Recommended
Configuration." NEITHER COMCAST NOR ANY OF ITS AFFILIATES, SUPPLIERS OR
AGENTS WARRANT THAT A NON -RECOMMENDED CONFIGURATION WILL ENABLE
YOU TO SUCCESSFULLY INSTALL, ACCESS, OPERATE, OR USE THE SERVICE(S). YOU
ACKNOWLEDGE THAT ANY SUCH INSTALLATION, ACCESS, OPERATION, OR USE
Stnd 1016.indd 6 8/16/16 11:09 AM
COULD CAUSE CUSTOMER EQUIPMENT TO FAIL TO OPERATE OR CAUSE DAMAGE TO
CUSTOMER EQUIPMENT, YOU, YOUR PREMISES OR XFINITY EQUIPMENT. NEITHER
COMCAST NOR ANY OF ITS AFFILIATES, SUPPLIERS OR AGENTS SHALL HAVE ANY
LIABILITY WHATSOEVER FOR ANY SUCH FAILURE OR DAMAGE. Comcast reserves the
right to deny you customer support for the Service(s) and/or terminate Service(s) if you
use a Non -Recommended Configuration.
3. No Unauthorized Devices or Tampering: You agree not to attach or assist any
person to attach, any unauthorized device to our cable network, XFINITY Equipment or
the Service(s). If you make or assist any person to make any unauthorized connection
or modification to XFINITY Equipment or the Service(s) or any other part of our cable
network, we may terminate your Service(s) and recover such damages as may result
from your actions.
You also agree that you will not attach anything to the Inside Wiring, XFINITY Equipment,
or Customer Equipment, whether installed by you or us, which singly or together impairs
the integrity of our cable network or degrades our cable network's signal quality or
strength or creates signal leakage.
You also agree that we may recover damages from you for tampering with any XFINITY
Equipment or any other part of our cable network or for receiving unauthorized
Service(s). You agree that it would be difficult, if not impossible, to calculate precisely the
lost revenue resulting from your receipt of unauthorized Service(s) or the tampering with
XFINITY Equipment or our cable network. You therefore agree to pay us as liquidated
damages, the sum of $500.00 per device used to receive the unauthorized Service(s) in
addition to our cost to replace any altered, damaged, or unreturned XFINITY Equipment
or other equipment owned by Comcast, including any incidental costs. The unauthorized
reception of the Service(s) may also result in criminal fines and/or imprisonment.
• For XFINITY Voice Customers. You will be liable for all authorized and
unauthorized XFINITY Voice use at the Premises. You agree to notify us immediately
in writing or by calling 1-800-XFINITY during normal business hours if your voice -
capable modem has been stolen or your Service(s) are being stolen or used without
your authorization. When you call or write, you must provide your account number
and a detailed description of the circumstances of the theft of your voice -capable
modem or unauthorized XFINITY Voice use. If you fail to notify us in a timely manner,
your Service(s) may be terminated without notice and you may incur additional
charges.
Inside Wiring. You may install wiring inside your Premises ("Inside Wiring"), such as
additional cable wiring and outlets, provided it does not interfere with the normal operations
of our cable network. If you have us install Inside Wiring, we will charge you for that
service. Regardless of who installed it, we consider the Inside Wiring your property or the
property of whomever owns the Premises. Accordingly, you are responsible for the repair
and maintenance of the Inside Wiring, unless you and Comcast have agreed otherwise in
writing. (If you do not own the Premises, contact your landlord or building manager about
the installation, repair or maintenance of Inside Wiring.) If you have us repair or maintain the
Inside Wiring, we will charge you for that service.
• For Sacramento, California Customers. Comcast will be responsible to repair any
defects of the Inside Wiring installed by Comcast for thirty (30) days after new residential
video installations.
• For XFINITY Voice Customers. Except as described below, you may use XFINITY
Voice with your telephone Inside Wiring, as long as we have reasonable access to it
and you have the right to give us access to it. If you wish to have your voice -capable
modem connected to your telephone Inside Wiring, you are advised to have a Comcast
technician perform the installation. To make that connection, we must first disconnect
your telephone Inside Wiring from the network of your existing telephone provider, which
may disable any services you receive from them. If you install XFINITY Voice yourself
(where self -installation is an option), you should connect the voice -capable modem to a
cordless phone, not directly to your telephone Inside Wiring. If the voice -capable modem
Stnd 1016.indd 7 8/16116 11:09 AM
is connected to your telephone Inside Wiring without first disconnecting the wiring from
any existing telephone provider's network, the voice -capable modem may be damaged
and/or XFINITY Voice may not operate properly.
d. End User Software Licenses. Your use of the software, firmware, and other programs
contained within the XFINITY Equipment, and of any other software or plug -ins to such
software distributed or used in connection with the Services shall comply with the terms of
the Comcast Software License Agreement (http://my.xfinity.com/terms/licensel, the terms
applicable to the particular XFINITY Equipment (xfinity.com/usermanuals), and any other
end user license agreements accompanying such software, as such agreements may be
amended from time to time. All such agreements are incorporated in this Agreement by
reference. When this Agreement terminates, all end user licenses also terminate; you agree
to destroy at that time all versions and copies of all software received by you in connection
with the Services.
USE OF SERVICES
You agree that the Service(s) and the XFINITY Equipment will be used only for personal,
residential, non-commercial purposes, unless otherwise specifically authorized by us in writing.
You will not use the XFINITY Equipment at any time at an address other than the Premises
without our prior written authorization. You agree and represent that you will not resell or permit
another to resell the Service(s) in whole or in part. You will not use or permit another to use the
XFINITY Equipment or the Service(s), directly or indirectly, for any unlawful purpose, including,
but not limited to, in violation of any posted Comcast policy applicable to the Service(s). Use
of the XFINITY Equipment or Service(s) for transmission, communications or storage of any
information, data or material in violation of any U.S. federal, state or local regulation or law is
prohibited. You acknowledge that you are accepting this Agreement on behalf of all persons
who use the XFINITY Equipment and/or Service(s) at the Premises and that you shall have
sole responsibility for ensuring that all other users understand and comply with the terms and
conditions of this Agreement and any applicable Comcast policies including, but not limited
to, acceptable use and privacy policies. You further acknowledge and agree that you shall
be solely responsible for any transactions, including, without limitation, purchases made
through or in connection with the Service(s). You agree to indemnify, defend and hold harmless
Comcast and its affiliates, suppliers, and agents against all claims and expenses (including
reasonable attorneys' fees) arising out of the use of the Service(s), the XFINITY Equipment and/
or the Customer Equipment or the breach of this Agreement or any of the applicable Comcast
policies by you or any other user of the Service(s) at the Premises. You shall not be required to
indemnify Comcast and its affiliates, suppliers, and agents with respect to third parties use of
HHS.
If you use any of the voice control features of the Service(s), such as the voice control feature of
an XFINITY TV remote control, you acknowledge all voice commands are sent to Comcast or its
suppliers. Comcast, and its suppliers, use these voice commands to provide the voice control
service (including quality assurance, troubleshooting, and customer support), improve features
of the Service(s) including voice recognition algorithms. If you use any of the voice control
features of the Service(s), you consent to Comcast or its supplier recording, storing, and using
your voice commands as described herein.
• For XFINITY Internet Customers. The Comcast Acceptable Use Policy ("AUP") and
other policies concerning XFINITY Internet are posted at http://www.comcast.com/
Corporate/Customers/Policies/Policies.html (or an alternative website if we so notify
you). You further agree that Comcast may modify the AUP or other policies from time to
time. Notwithstanding anything to the contrary in this Agreement, YOU ACKNOWLEDGE
AND AGREE THAT THE TERMS OF THE AUP AND ANY OTHER APPLICABLE COMCAST
POLICIES MAY BE PUT INTO EFFECT OR REVISED FROM TIME TO TIME WITH OR
WITHOUT NOTICE BY POSTING A NEW VERSION OF THE AUP OR POLICY AS SET FORTH
ABOVE. YOU AND OTHER USERS OF THE SERVICE(S) SHOULD CONSULT THE AUP AND
ALL POSTED POLICIES REGULARLY TO CONFORM TO THE MOST RECENT VERSION.
• For XFINITY Voice Customers. The Comcast Acceptable Use Policy for Residential
Stnd 1016.indd 8 8/16/16 11:09 AM
Voice Services ("Voice AUP") is posted at http://www.comcast.com/Corporate/Customers/
Policies/Policies.html (or an alternative website if we so notify you). COMCAST RESERVES
THE RIGHT TO LIMIT OR BLOCK ANY XFINITY VOICE USAGE AS COMCAST DEEMS
NECESSARY TO PREVENT HARM TO ITS NETWORK, FRAUD, OR OTHER ABUSE OF
XFINITY VOICE SERVICES. You agree the voice -capable modem and XFINITY Voice will
only be used at the Premises, except that certain online features may be accessible from
locations other than the Premises. You understand and acknowledge that if you improperly
install the XFINITY Equipment or XFINITY Voice at another location in the Premises, then
XFINITY Voice, including, but not limited to, 911/E911, may fail to function or may function
improperly. If you move the voice -capable modem or XFINITY Voice to another location
without notifying us, you do so in violation of this Agreement and at your own risk. You
agree not to use XFINITY Voice for auto -dialing, continuous or extensive call forwarding,
telemarketing, fax broadcasting or fax blasting, or for any other use that results in usage
inconsistent with normal residential calling patterns. If we determine, in our sole discretion,
that your use of XFINITY Voice is in violation of this Agreement, we reserve the right (1) to
terminate or modify immediately and without notice or (2) to assess additional charges for
each month in which such violation occurred.
8. ASSIGNABILITY
This Agreement and the Service(s) furnished hereunder may not be assigned by you. You agree
to notify us immediately of any.changes of ownership or occupancy of the Premises. We may
freely assign our rights and obligations under this Agreement with or without notice to you.
9. TERMINATION OF THIS AGREEMENT
a. Term. This Agreement will be in effect from the time that the Service(s) are activated until
(1) it is terminated as provided for by this Agreement or by any addendum to this Agreement
or (2) it is replaced by a revised Agreement. If you self -install XFINITY Equipment, Service(s)
charges begin the earliest of (1) the day on which you picked up XFINITY Equipment at
our service center, (2) the day you install the Service(s), or (3) five (5) days after the date
we ship the XFINITY Equipment to you. If you self -install a voice -capable modem, cable
modem, or converter you obtained from a source other than Comcast, charges begin the
day your order for the Service(s) is entered into our billing system. The option to self -install
a voice -capable modem, cable modem, or converter and/or to use a non -Comcast -supplied
voice -capable modem, cable modem or converter is subject to availability.
b. Termination by You. Unless you have signed a minimum term addendum, you may
terminate this Agreement for any reason at any time by notifying Comcast in one of three
ways: (1) send a written notice to the postal address of your local Comcast business office;
(2) send an electronic notice to the e-mail address specified on www.comcast.com; or
(3) call our customer service line during normal business hours. Prior to affecting such
termination, or any other change to your account, Comcast may undertake actions to
verify your identity and confirm your election. Subject to applicable law or the terms of any
agreements with governmental authorities, all applicable fees and charges for the Service(s)
will accrue until this Agreement has terminated, the Service(s) have been disconnected,
and all XFINITY Equipment has been returned. We will refund all prepaid monthly service
fees charged for Service(s) after the date of termination (less any outstanding amounts due
Comcast for the Service(s), affiliate services, XFINITY Equipment, or other applicable fees
and charges).
• For Prince Georges County, Maryland Customers. All applicable fees and charges
will accrue until the termination of this Agreement or the date you request the Service(s)
to be disconnected, whichever is earlier.
c. Suspension and Termination by Comcast. Under the conditions listed below, Comcast
reserves the right, subject to applicable law, to act immediately and without notice to
terminate or suspend the Service(s) and/or to remove from the Service(s) any information
transmitted by or to any authorized users (e.g., email or voicemail). Comcast may take
these actions if it: (1) determines that your use of the Service(s) does not conform with the
requirements set forth in this Agreement, (2) determines that your use of the Service(s)
Comcast Agreement for Residential Services 9
,• AM
interferes with Comcast's ability to provide the Service(s) to you or others, (3) reasonably
believes that your use of the Service(s) may violate any laws, regulations, or written and
electronic instructions for use, or (4) reasonably believes that your use of the Service(s)
interferes with or endangers the health and/or safety of our personnel or third parties.
Comcast's action or inaction under this Section shall not constitute review or approval of
your or any other users' use of the Service(s) or information transmitted by or to you or
users.
d. Your Obligations Upon Termination. You agree that upon termination of this Agreement
you will do the following:
1. You will immediately cease all use of the Service(s) and all XFINITY Equipment;
2. Except as provided in Section 9(b) for Prince Georges County Customers, you will pay in
full for your use of the Service(s) up to the date that this Agreement has been terminated
and the Service(s) are disconnected; and
3. Within ten (10) days of the date on which Service(s) are disconnected, you will return
all XFINITY Equipment to us at our local business office or to our designee in working
order, normal wear and tear excepted. Otherwise, you will be charged the amount set
forth in the current pricing lists for such XFINITY Equipment, or the revised amount for
which you receive notice; if no amount has been specified for the particular model of
XFINITY Equipment, you will be charged the retail price for a new replacement. You may
also be charged incidental costs that we incur in replacing the XFINITY Equipment. Upon
ourrequest during regular business hours at a time agreed upon by you and us, you
will permit us and our employees, agents, contractors, and representatives to access
the Premises during regular business hours to remove all XFINITY Equipment and other
material provided by Comcast.
• For Prince Georges County, Maryland Customers. Within five (5) business
days of the date on which Service(s) are disconnected, you will return all XFINITY
Equipment to us at our local business office or to our designee in working order,
normal wear and tear excepted or make arrangements for Comcast to recover the
XFINITY Equipment. Otherwise, you will be charged the amount set forth in the
current pricing lists for such XFINITY Equipment, or the revised amount for which you
receive notice; if no amount has been specified for the particular model of XFINITY
Equipment, you will be charged the retail price for a new replacement. You may
also be charged incidental costs that we incur in replacing the XFINITY Equipment.
Upon our request, you will permit us and our employees, agents, contractors, and
representatives to access the Premises during regular business hours to remove
the XFINITY Equipment and other material provided by Comcast. We will conduct
this removal at a time agreed on by you and us, and you will ensure that all XFINITY
Equipment is returned to Comcast.
• For Montgomery County, Maryland XFINITY Internet Customers. If you are
mobility impaired, upon your request, we will arrange for the pickup or exchange of
your cable modem at the Premises.
10. LIMITED WARRANTY
THE XFINITY EQUIPMENT AND THE SERVICE(S) ARE PROVIDED "AS IS," WITHOUT
WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED. NEITHER COMCAST NOR
ITS AFFILIATES, SUPPLIERS, EMPLOYEES, AGENTS, CONTRACTORS, DISTRIBUTORS,
LICENSORS OR BUSINESS PARTNERS WARRANT THAT THE XFINITY EQUIPMENT OR
THE SERVICE(S) WILL MEET YOUR REQUIREMENTS, PROVIDE UNINTERRUPTED USE, OR
OPERATE AS REQUIRED, WITHOUT DELAY, OR WITHOUT ERROR. NEITHER COMCAST NOR
ITS AFFILIATES, SUPPLIERS, EMPLOYEES, AGENTS, CONTRACTORS, DISTRIBUTORS,
LICENSORS OR BUSINESS PARTNERS WARRANT THAT ANY COMMUNICATIONS WILL BE
TRANSMITTED IN UNCORRUPTED FORM. ALL REPRESENTATIONS AND WARRANTIES OF
ANY KIND, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES
OF PERFORMANCE, NONINFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE OR
MERCHANTABILITY, ARE HEREBY DISCLAIMED AND EXCLUDED UNLESS OTHERWISE
Stnd 1016.indd 10 8/16/16 11:09 AM
PROHIBITED OR RESTRICTED BY APPLICABLE LAW.
11. LIMITATION OF COMCAST'S LIABILITY
a. Application. The limitations of liability set forth in this Section apply to any acts,
omissions, and negligence of Comcast and its underlying third -party service providers,
agents, suppliers, distributors, licensors and business partners (and their respective
officers, employees, agents, contractors or representatives) which, but for that provision,
would give rise to a cause of action in contract, tort or under any other legal doctrine.
YOU MUST COMMENCE YOUR ACTION WITHIN ONE (1) YEAR OF THE DATE OF THE
OCCURRENCE OF THE EVENT OR FACTS GIVING RISE TO A DISPUTE OR YOU WAIVE THE
RIGHT TO PURSUE ANY CLAIM BASED ON SUCH EVENTS, OR FACTS. AS PROVIDED
IN SECTION 2, YOU MUST NOTIFY US OF ANY BILLING DISPUTE WITHIN 120 DAYS OF
RECEIVING THE CHARGES YOU DISPUTE OR YOU WAIVE THE RIGHT TO PURSUE ANY
CLAIM BASED ON SUCH EVENT OR FACTS. IF FOLLOWING SUCH NOTIFICATION THE
DISPUTE IS NOT RESOLVED TO YOUR SATISFACTION YOU MAY COMMENCE AN ACTION
IN ACCORDANCE WITH THIS AGREEMENT FOR UP TO ONE (1) YEAR FROM THE RECEIPT
OF THE DISPUTED CHARGES.
b. Customer Equipment. CUSTOMER EQUIPMENT MAY BE DAMAGED OR SUFFER
SERVICE OUTAGES AS A RESULT OF THE INSTALLATION, SELF -INSTALLATION,
USE, INSPECTION, MAINTENANCE, UPDATING, REPAIR, AND REMOVAL OF XFINITY
EQUIPMENT, CUSTOMER EQUIPMENT AND/OR THE SERVICE(S). EXCEPT FOR.GROSS
NEGLIGENCE OR WILLFUL MISCONDUCT, NEITHER COMCAST NOR ANY OF ITS
AFFILIATES, SUPPLIERS, EMPLOYEES, AGENTS, CONTRACTORS, DISTRIBUTORS,
LICENSORS OR BUSINESS PARTNERS SHALL HAVE ANY LIABILITY WHATSOEVER
FOR ANY DAMAGE, LOSS, OR DESTRUCTION TO THE CUSTOMER EQUIPMENT. IN
THE EVENT OF GROSS NEGLIGENCE OR WILLFUL MISCONDUCT BY COMCAST,
SUPPLIERS, EMPLOYEES, AGENTS, CONTRACTORS, DISTRIBUTORS, LICENSORS OR
BUSINESS PARTNERS WE SHALL PAY AT OUR SOLE DISCRETION FOR THE REPAIR
OR REPLACEMENT OF THE DAMAGED CUSTOMER EQUIPMENT UP TO A MAXIMUM
OF $500. THIS SHALL BE YOUR SOLE AND EXCLUSIVE REMEDY RELATING TO SUCH
ACTIVITY.
• For XFINITY Internet and XFINITY Video Customers. YOU UNDERSTAND THAT
YOUR COMPUTER OR OTHER DEVICES MAY NEED TO BE OPENED, UPDATED,
ACCESSED OR USED EITHER BY YOU OR BY US OR OUR AGENTS, IN CONNECTION
WITH THE INSTALLATION, UPDATING OR REPAIR OF XFINITY INTERNET OR VIDEO
SERVICE(S). THE OPENING, ACCESSING OR USE OF YOUR COMPUTER, OTHER
DEVICES USED IN CONNECTION WITH XFINITY INTERNET OR VIDEO SERVICE(S)
MAY VOID WARRANTIES PROVIDED BY THE COMPUTER OR OTHER DEVICE
MANUFACTURER OR OTHER PARTIES RELATING TO THE COMPUTER'S OR DEVICE'S
HARDWARE OR SOFTWARE. NEITHER COMCAST NOR ANY OF ITS AFFILIATES,
SUPPLIERS, OR AGENTS, SHALL HAVE ANY LIABILITY WHATSOEVER AS THE RESULT
OF THE VOIDING OF ANY SUCH WARRANTIES.
c. Other Services or Equipment. BY ACCEPTING THIS AGREEMENT, YOU WAIVE ALL
CLAIMS AGAINST COMCAST FOR INTERFERENCE, DISRUPTION, OR INCOMPATIBILITY
BETWEEN THE XFINITY EQUIPMENT OR THE SERVICE(S) AND ANY OTHER SERVICE,
SYSTEMS, OR EQUIPMENT. IN THE EVENT OF SUCH INTERFERENCE, DISRUPTION, OR
INCOMPATIBILITY, YOUR SOLE REMEDY SHALL BE TO TERMINATE THE SERVICE(S) IN
ACCORDANCE WITH SECTION 9.
d. Software. When you use certain features of the Service(s), such as online features (where
available), you may require special software, applications, and/or access to the Internet.
Comcast makes no representation or warranty that any software or application installed on
Customer Equipment, downloaded to Customer Equipment, or available through the Internet
does not contain a virus or other harmful feature. It is your sole responsibility to take
appropriate precautions to protect any Customer Equipment from damage to its software,
files, and data as a result of any such virus or other harmful feature. We may, but are not
Stnd_1016.indd 11 8/16/16 11:09 AM
required to, terminate all or any portion of the installation or operation of the Service(s)
if a virus or other harmful feature or software is found to be present on your Customer
Equipment. We are not required to provide you with any assistance in removal of viruses.
If we decide, in our sole discretion, to install or run virus check software on your Customer
Equipment, we make no representation or warranty that the virus check software will detect
or correct any or all viruses. You acknowledge that you may incur additional charges for any
service call made or required on account of any problem related to a virus or other harmful
feature detected on your Customer Equipment. NEITHER COMCAST NOR ITS AFFILIATES,
SUPPLIERS, EMPLOYEES, AGENTS, CONTRACTORS, DISTRIBUTORS, LICENSORS OR
BUSINESS PARTNERS SHALL HAVE ANY LIABILITY WHATSOEVER FOR ANY DAMAGE TO
OR LOSS OF ANY HARDWARE, SOFTWARE, FILES, OR DATA RESULTING FROM A VIRUS,
ANY OTHER HARMFUL FEATURE, OR FROM ANY ATTEMPT TO REMOVE IT.
In addition, as part of the installation process for the software and other components of
the Service(s), system files on your Customer Equipment may be modified. Comcast does
not represent, warrant or covenant that these modifications will not disrupt the normal
operations of any Customer Equipment including without limitation your computer(s),
or cause the loss of files. Comcast does not represent, warrant, or covenant that the
installation of the special software or applications or access to our Web portal(s) will
not cause the loss of files or disrupt the normal operations of any Customer Equipment,
including, but not limited to, your comppter(s). FOR THESE AND OTHER REASONS, YOU
ACKNOWLEDGE AND UNDERSTAND THE IMPORTANCE OF BACKING UP ALL FILES TO
ANOTHER STORAGE MECHANISM PRIOR TO SUCH ACTIVITIES. YOU UNDERSTAND AND
ACCEPT THE RISKS IF YOU DECIDE NOT TO BACK UP FILES. NEITHER COMCAST NOR
ITS AFFILIATES, SUPPLIERS, EMPLOYEES, AGENTS, CONTRACTORS, DISTRIBUTORS,
LICENSORS OR BUSINESS PARTNERS SHALL HAVE ANY LIABILITY WHATSOEVER FOR
ANY DAMAGE TO OR LOSS OF ANY SOFTWARE, FILES, OR DATA.
Disruption of Services. The Service(s) are not fail-safe and are not designed or intended
for use in situations requiring fail-safe performance or in which an error or interruption in
the Service(s) could lead to severe injury to business, persons, property, or environment
("High Risk Activities"). These High Risk Activities may include, without limitation, vital
business, or personal communications, or activities where absolutely accurate data or
information is required. You expressly assume the risks of any damages resulting from
High Risk Activities. We shall not be liable for any inconvenience, loss, liability, or damage
resulting from any interruption of the Service(s), directly or indirectly caused by, or
proximately resulting from, any circumstances beyond our control, including, but not limited
to, causes attributable to you or your property; inability to obtain access to the Premises;
failure of any signal at the transmitter; failure of a communications satellite; loss of use
of poles, or other utility facilities; strike; labor dispute; riot or insurrection; war; explosion;
malicious mischief; fire, flood, lightning, earthquake, wind, ice, extreme weather conditions,
or other acts of God; failure or reduction of power; or any court order, law, act or order of
government restricting or prohibiting the operation or delivery of the Service(s). In all other
cases of an interruption of the Service(s), you shall be entitled upon a request made within
120 days of such interruption, to a pro rata credit for any Service(s) interruption exceeding
twenty-four consecutive hours after such interruption is reported to us, or such other
period of time as may be specifically provided by law. Unless specifically provided by law,
such credit shall not exceed the fixed monthly charges for the month of such Service(s)
interruption and excludes all nonrecurring charges, one-time charges, per call or measured
charges, regulatory fees and surcharges, taxes and other governmental and quasi -
governmental fees. EXCEPT AND UNLESS SPECIFICALLY PROHIBITED BY LAW, SUCH
CREDIT SHALL BE YOUR SOLE AND EXCLUSIVE REMEDY FOR AN INTERRUPTION
OF SERVICE(S). Any credits provided by Comcast are at our sole discretion and in no event
shall constitute or be construed as a course of conduct by Comcast.
• For Connecticut XFINITY Video Customers. In the event of an interruption of
XFINITY Video of more than twenty four (24) consecutive hours and of which Comcast
has received actual notice, a credit will be issued to your XFINITY Video monthly service
Stnd 1016.indd 12 8/16/16 11:09 AM
charges for the length of time XFINITY Video was interrupted.
• For Maine XFINITY Video Customers. In the event your XFINITY Video services are
interrupted for more than six (6) consecutive hours in a thirty (30) day period, you may
request a pro -rate credit or refund by calling 1-800-XFINITY.
• For New York XFINITY Video Customers. In the event of an interruption of
XFINITY Video for at least four (4) hours between 6:00 p.m. and 12:00 a.m., except
for emergency notice events, a credit equal to one day will be issued to your XFINITY
Video monthly service charges. If your XFINITY Video is interrupted for less than four (4)
hours or outside of the hours of 6:00 p.m. and 12:00 a.m., please call 1-800-XFINITY to
request a credit.
• For Vermont XFINITY Video Customers. In the event of an interruption of XFINITY
Video for more than twenty-four (24) consecutive hours and of which Comcast has
received actual notice, Comcast will issue a credit to your XFINITY Video monthly service
charges for the total period of the interruption in an amount proportionate to your regular
monthly service charge. If Comcast has not been made aware of the interruption, you
must call 1-800-XFINITY to request a credit.
• For Montgomery County, Maryland.
o XFINITY Video Customers. Under its franchise with Montgomery County,
Maryland, Comcast has the following rebate policy: In the event of a XFINITY
Video Service interruption (loss of picture or sound of one or more channels to any
customer) Comcast shall repair the XFINITY Video Service interruption as soon
as possible. This obligation is satisfied if Comcast offers you the next available
repair appointment within the 24-hour period following the XFINITY Video Service
interruption, or at your request, to a mutually convenient later time for the repair
call, and successfully repairs the XFINITY Video Service interruption during the
agreed upon appointment. If the Service interruption is not repaired at the time of
the scheduled appointment, you will receive a credit of 10% of your normal monthly
bill for XFINITY Video for each 24-hour period, or segment thereof, that the Service
interruption continues beyond the scheduled repair call. You may contact Comcast at
(301) 424-4400.
o XFINITY Internet Customers. Under its franchise with Montgomery County,
Maryland, Comcast has the following rebate policy: In the event of a Service
interruption of XFINITY Internet (loss of cable modem service) Comcast shall repair
the XFINITY Internet Service interruption as soon as possible. This obligation is
satisfied if Comcast offers you the next available repair appointment within the
24-hour period following the XFINITY Internet Service interruption, or at your request,
to a mutually convenient later time for the repair call, and successfully repairs the
XFINITY Internet Service interruption during the agreed upon appointment. If the
XFINITY Internet Service interruption is not repaired at the time of the scheduled
appointment, you will receive a prorated credit for each 24-hour period, or segment
thereof, that the XFINITY Internet Service interruption continues beyond the
scheduled repair call. You may contact Comcast at (301) 424-4400.
• For Prince Georges County, Maryland Customers. In the event of a XFINITY Video
Service interruption (loss of picture or sound of one or more channel to any customer)
lasting between two (2) and six (6) hours, you shall be entitled upon request, to a pro -
rata credit for such XFINITY Video Service interruption. In the event of a XFINITY Video
Service interruption lasting between six (6) and twenty-four (24) consecutive hours,
you shall be entitled to a pro -rata credit equal to one day of your monthly XFINITY Video
Service charge.
• For New Jersey Customers. Comcast will issue credit for XFINITY Video Service
outages or service interruptions in accordance with N.J.A.C.14:18-3.5.
• For XFINITY Voice Customers. You understand and acknowledge that you will not
be able to use XFINITY Voice under certain circumstances, including, but not limited to,
the following: (1) if our network or facilities are not operating or (2) if normal electrical
power to the voice -capable modem is interrupted and the voice -capable modem does
Stnd 1016.indd 13 8/16/16 11:09 AM
not have a functioning battery backup. You also understand and acknowledge that
the performance of a battery backup is not guaranteed. If the battery backup does
not provide power, XFINITY Voice will not function until normal power is restored. You
also understand and acknowledge that Comcast does not support priority restoration
of XFINITY Voice. You also understand and acknowledge that you will not be able to
use online features of XFINITY Voice (where available), under certain circumstances
including, but not limited to, the interruption of your Internet connection.
f. Directory Listings. IF WE MAKE AVAILABLE AN OPTION TO LIST YOUR NAME,
ADDRESS, AND/OR TELEPHONE NUMBER IN A PUBLISHED DIRECTORY (WHETHER
IN PRINT OR ONLINE) OR DIRECTORY ASSISTANCE DATABASE, AND ONE OR MORE
OF THE FOLLOWING CONDITIONS OCCURS: (1) YOU REQUEST THAT YOUR NAME,
ADDRESS AND/OR PHONE NUMBER BE OMITTED FROM A DIRECTORY OR DIRECTORY
ASSISTANCE DATABASE, BUT THAT INFORMATION IS INCLUDED IN EITHER OR BOTH;
(2) YOU REQUEST THAT YOUR NAME, ADDRESS AND/OR PHONE NUMBER BE INCLUDED
IN A DIRECTORY OR DIRECTORY ASSISTANCE DATABASE, BUT THAT INFORMATION IS
OMITTED FROM EITHER OR BOTH; OR (3) THE PUBLISHED OR LISTED INFORMATION
FOR YOUR ACCOUNT CONTAINS MATERIAL ERRORS OR OMISSIONS, THEN THE
AGGREGATE LIABILITY OF COMCAST AND ITS AFFILIATES, SUPPLIERS OR AGENTS
SHALL NOT EXCEED THE MONTHLY CHARGES, IF ANY, WHICH YOU HAVE ACTUALLY
PAID TO COVICAST TO LIST, PUBLISH, NOT LIST, OR NOT PUBLISH THE INFORMATION
FOR THE AFFECTED PERIOD. YOU SHALL HOLD HARMLESS COMCAST AND ITS
AFFILIATES, SUPPLIERS OR AGENTS AGAINST ANY AND ALL CLAIMS FOR DAMAGES
CAUSED OR CLAIMED TO HAVE BEEN CAUSED, DIRECTLY OR INDIRECTLY, BY THE
ERRORS AND OMISSIONS REFERENCED ABOVE.
g. Third Parties. Notwithstanding anything to the contrary in this Agreement, you
acknowledge and understand that we may use third parties to provide components of the
Service(s), including without limitation, their services, equipment, infrastructure, or content.
Comcast is not responsible for the performance (or non-performance) of third -party
services, equipment, infrastructure, or content, whether or not they constitute components
of the Service(s). Comcast shall not be bound by any undertaking, representation or
warranty made by an agent, or employee of Comcast or of our underlying third -party
providers and suppliers in connection with the installation, maintenance, or provision of the
Service(s), if that undertaking, representation, or warranty is inconsistent with the terms
of this Agreement. In addition, you understand that you will have access to the services
and content of third parties through the Service(s), including without limitation that of
content providers [whether or not accessible directly from the Service(s)]. Comcast is not
responsible for any services, equipment, infrastructure, and content that are not provided
by us [even if they are components of the Service(s)], and we shall have no liability with
respect to such services, equipment, infrastructure, and content. You should address
questions or concerns relating to such services, equipment, infrastructure, and content to
the providers of such services, equipment, infrastructure, and content. We do not endorse
or warrant any third -party products, services, or content that are distributed or advertised
over the Service(s).
h. Damages. EXCEPT AS SPECIFICALLY PROVIDED IN THIS AGREEMENT, NEITHER
COMCAST NOR ITS AFFILIATES, SUPPLIERS, EMPLOYEES, AGENTS, CONTRACTORS,
DISTRIBUTORS, LICENSORS OR BUSINESS PARTNERS SHALL UNDER ANY
CIRCUMSTANCES OR UNDER ANY LEGAL THEORY (INCLUDING, BUT NOT LIMITED TO,
TRESPASS, CONVERSION, TORT OR CONTRACT) HAVE ANY LIABILITY TO YOU OR TO
ANY OTHER PERSON OR ENTITY FOR THE FOLLOWING LOSSES, DAMAGES, OR COSTS:
(1)ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, TREBLE, PUNITIVE, EXEMPLARY,
OR CONSEQUENTIAL LOSSES OR DAMAGES (INCLUDING, BUT NOT LIMITED TO,
LOSS OF PROFITS, LOSS OF EARNINGS, LOSS OF BUSINESS OPPORTUNITIES,
PERSONAL INJURIES, OR DEATH) THAT RESULT DIRECTLY OR INDIRECTLY FROM OR
IN CONNECTION WITH (a) YOUR RELIANCE ON OR USE OF THE XFINITY EQUIPMENT
OR THE SERVICE(S); (b) THE INSTALLATION, SELF -INSTALLATION, MAINTENANCE,
14 Comcast Agreement for Residential Services
Stnd 1016.indd 14 8/16/16 11:09 AM
FAILURE, OR REMOVAL OF THE SERVICE(S) (INCLUDING, BUT NOT LIMITED TO, ANY
MISTAKES, OMISSIONS, INTERRUPTIONS, COMPUTER OR OTHER HARDWARE OR
SOFTWARE BREACH, FAILURES OR MALFUNCTIONS, DELETION OR CORRUPTION
OF FILES, WORK STOPPAGE, ERRORS, DEFECTS, DELAYS IN OPERATION, DELAYS
IN TRANSMISSION, OR FAILURE OF PERFORMANCE OF THE SERVICE(S), THE
XFINITY EQUIPMENT, OR THE CUSTOMER EQUIPMENT, OR ANY OTHER MISTAKES,
OMISSIONS, LOSS OF CALL DETAIL, E-MAIL, VOICEMAIL, OR OTHER INFORMATION
OR DATA); (c) THE USE OF XFINITY EQUIPMENT OR CUSTOMER EQUIPMENT TO
PROVIDE THE SERVICES, INCLUDING, BUT NOT LIMITED TO, DAMAGES RESULTING
FROM OTHERS ACCESSING CUSTOMER EQUIPMENT,COMCAST'S NETWORK, OR
THE CONTENTS OF YOUR TRANSMISSIONS MADE THROUGH THE SERVICE(S), OR
YOUR USE OF FILE SHARING, PRINT SHARING, OR OTHER CAPABILITIES THAT ALLOW
OTHERS TO GAIN ACCESS TO YOUR COMPUTER NETWORK. OR
(2)ANY LOSSES, CLAIMS, DAMAGES, EXPENSES, LIABILITIES, LEGAL FEES, OR OTHER
COSTS THAT RESULT DIRECTLY OR INDIRECTLY FROM OR IN CONNECTION WITH ANY
ALLEGATION, CLAIM, SUIT, OR OTHER PROCEEDING BASED UPON A CONTENTION
THAT THE USE OF THE XFINITY EQUIPMENT OR THE SERVICE(S) BY YOU OR ANY
OTHER PERSON OR ENTITY INFRINGES UPON THE CONTRACTUAL RIGHTS, PRIVACY,
CONFIDENTIALITY, COPYRIGHT, PATENT, TRADEMARK, TRADE SECRET, OR OTHER
INTELLECTUAL PROPERTY RIGHTS OF ANY THIRD PARTY.
i. Customer's Sole Remedies. Your sole and exclusive remedies under this Agreement are
as expressly set forth in this Agreement. Certain of the above limitations may not apply if
your state does not allow the exclusion or limitation of implied warranties or does not allow
the limitation or exclusion of incidental or consequential damages. In those states, the
liability of Comcast and its employees, affiliates, suppliers, agents, contractors, distributors,
licensors and business partners is limited to the maximum extent permitted by law.
j. Survival of Limitations. All representations, warranties, indemnifications, and limitations
of liability contained in this Agreement shall survive the termination of this Agreement;
any other obligations of the parties hereunder shall also survive, if they relate to the period
before termination or if, by their terms, they would be expected to survive such termination.
12. INDEMNIFICATION AND LIABILITY OF CUSTOMER
YOU AGREE THAT YOU SHALL BE RESPONSIBLE FOR AND SHALL DEFEND, INDEMNIFY,
AND HOLD HARMLESS COMCAST AND ITS EMPLOYEES, AFFILIATES, SUPPLIERS,
AGENTS, CONTRACTORS, DISTRIBUTORS, LICENSORS AND BUSINESS PARTNERS
AND SHALL REIMBURSE US FOR ANY DAMAGES, LOSSES OR EXPENSES (INCLUDING
WITHOUT LIMITATION, REASONABLE ATTORNEYS' FEES AND COSTS) INCURRED
BY US IN CONNECTION WITH ANY CLAIMS, SUITS, JUDGMENTS, AND CAUSES OF
ACTION ARISING OUT OF (a) YOUR USE OF THE SERVICE(S) OR XFINITY EQUIPMENT; (b)
VIOLATION OR INFRINGEMENT OF CONTRACTUAL RIGHTS, PRIVACY, CONFIDENTIALITY,
COPYRIGHT, PATENT, TRADEMARK, TRADE SECRET, OR OTHER INTELLECTUAL
PROPERTY AND PROPRIETARY RIGHTS ARISING FROM YOUR USE OF THE SERVICE(S) OR
ANY UNAUTHORIZED APPARATUS OR SYSTEM; (c) ANY CLAIMS OR DAMAGES ARISING
OUT OF THE LACK OF 911/E911 OR DIALING ASSOCIATED WITH A HOME SECURITY,
HOME DETENTION, OR MEDICAL MONITORING SYSTEM; AND (d) YOUR BREACH OF ANY
PROVISION OF THIS AGREEMENT.
13. BINDING ARBITRATION
a. Purpose. Any Dispute involving you and Comcast shall be resolved through individual
arbitration. In arbitration, there is no judge orjury and there is less discovery and appellate
review than in court.
b. Definitions. This Arbitration Provision shall be broadly interpreted. "Dispute" means
any claim or controversy related to Comcast, including but not limited to any and all: (1)
claims for relief and theories of liability, whether based in contract, tort, fraud, negligence,
statute, regulation, ordinance, or otherwise; (2) claims that arose before this or any prior
Agreement; (3) claims that arise after the expiration or termination of this Agreement, and
Stnd_1016.1ndd 15 6/16/16 11:09 AM
(4) claims that are currently the subject of purported class action litigation in which you are
not a member of a certified class. As used in this Arbitration Provision, "Comcast" means
Comcast and any of its predecessors, successors, assigns, parents, subsidiaries, and
affiliates, and each of their respective officers, directors, employees and agents, and "you"
means you and any users or beneficiaries of the Service(s).
Exclusions. NOTWITHSTANDING THE FOREGOING, THE FOLLOWING DISPUTES WILL
NOT BE SUBJECT TO ARBITRATION: (i) DISPUTES RELATING TO THE SCOPE, VALIDITY,
OR ENFORCEABILITY OF THIS ARBITRATION PROVISION; (ii) DISPUTES THAT ARISE
BETWEEN COMCAST AND ANY STATE OR LOCAL REGULATORY AUTHORITY OR AGENCY
THAT IS EMPOWERED BY FEDERAL, STATE, OR LOCAL LAW TO GRANT A FRANCHISE
UNDER 47 U.S.C. § 522(9); AND (iii) DISPUTES THAT CAN ONLY BE BROUGHT BEFORE
THE LOCAL FRANCHISE AUTHORITY UNDER THE TERMS OF THE FRANCHISE.
Right to Opt Out. IF YOU DO NOT WISH TO ARBITRATE DISPUTES, YOU MAY DECLINE
TO HAVE YOUR DISPUTES WITH COMCAST ARBITRATED BY NOTIFYING COMCAST IN
WRITING, WITHIN 30 DAYS OF THE DATE THAT YOU FIRST RECEIVE THIS AGREEMENT
OR BY VISITING WWW.COMCAST.COM/ARBITRATIONOPTOUT, OR BY MAIL TO
COMCAST 1701 JOHN F. KENNEDY BLVD., PHILADELPHIA, PA 19103-2838, ATTN:
LEGAL DEPARTMENT/ARBITRATION. YOUR WRITTEN NOTIFICATION TO COMCAST
MUST INCLUDE YOUR NAME, ADDRESS AND COMCAST ACCOUNT NUMBER AS
WELL AS A CLEAR STATEMENT THAT YOU DO NOT WISH TO RESOLVE DISPUTES
WITH COMCAST THROUGH ARBITRATION. YOUR DECISION TO OPT OUT OF THIS
ARBITRATION PROVISION WILL HAVE NO ADVERSE EFFECT ON YOUR RELATIONSHIP
WITH COMCAST OR SERVICE(S) PROVIDED BY COMCAST. IF YOU HAVE PREVIOUSLY
OPTED OUT OF ARBITRATION WITH RESPECT TO THE ACCOUNT GOVERNED BY THIS
AGREEMENT, YOU DO NOT NEED TO DO SO AGAIN. YOU MUST SEPARATELY OPT OUT
FOR EACH ACCOUNT UNDER WHICH YOU RECEIVE SERVICES.
Initiation of Arbitration Proceeding/Selection of Arbitrator. The party initiating the
arbitration proceeding may open a case with the American Arbitration Association ("AAA")
by visiting its website (www.adr.org) or calling its toll free number (1-800-778-7879. You
Right to Sue in Small Claims Court. Notwithstanding anything in this Arbitration
Provision to the contrary, either you or Comcast may bring an individual action in a small
claims court in the area where you receive Service(s) from Comcast if the claim is not
aggregated with the claim of any other person and if the amount in controversy is properly
within the jurisdiction of the small claims court.
Arbitration Procedures. This Arbitration Provision shall be governed by the Federal
Arbitration Act. Arbitrations shall be administered by AAA pursuant to its Consumer
Arbitration Rules (the "AAA Rules") as modified by the version of this Arbitration Provision
that is in effect when you notify Comcast about your Dispute. You can obtain the AAA
Rules from the AAA by visiting its website (www.adr.orgl or calling its toll-free number
(1-800-778-7879). If there is a conflict between this Arbitration Provision and the rest
of this Agreement, this Arbitration Provision shall govern. If there is a conflict between
this Arbitration Provision and the AAA rules, this Arbitration Provision shall govern. If
the AAA will not administer a proceeding under this Arbitration Provision as written, the
parties shall agree on a substitute arbitration organization. If the parties cannot agree, the
parties shall mutually petition a court of appropriate jurisdiction to appoint an arbitration
organization that will administer a proceeding under this Arbitration Provision as written
applying the AAA Consumer Arbitration Rules. A single arbitrator will resolve the Dispute.
Unless you and Comcast agree otherwise, any arbitration hearing will take place at a
location convenient to you in the area where you receive Service(s) from Comcast. If you no
longer receive Service(s) from Comcast when you notify Comcast of your Dispute, then any
arbitration hearing will take place at a location convenient to you in the county where you
reside when you notify Comcast of your Dispute provided that Comcast offers Service(s) in
that county, or in the area where you received Service(s) from Comcast at the time of the
Stnd 1016.indd 16 8/16/16 11:09 AM
events giving rise to your Dispute. The arbitrator will honor claims of privilege recognized
by law and will take reasonable steps to protect customer account information and other
confidential or proprietary information. The arbitrator shall issue a reasoned written
decision that explains the arbitrator's essential findings and conclusions. The arbitrator's
award may be entered in any court having jurisdiction over the parties only if necessary
for purposes of enforcing the arbitrator's award. An arbitrator's award that has been fully
satisfied shall not be entered in any court.
h. Waiver of Class Actions and Collective Relief. THERE SHALL BE NO RIGHT OR
AUTHORITY FOR ANY CLAIMS TO BE ARBITRATED OR LITIGATED ON A CLASS ACTION,
JOINT OR CONSOLIDATED BASIS OR ON BASES INVOLVING CLAIMS BROUGHT IN A
PURPORTED REPRESENTATIVE CAPACITY ON BEHALF OF THE GENERAL PUBLIC (SUCH
AS A PRIVATE ATTORNEY GENERAL), OTHER SUBSCRIBERS, OR OTHER PERSONS. THE
ARBITRATOR MAY AWARD RELIEF ONLY IN FAVOR OF THE INDIVIDUAL PARTY SEEKING
RELIEF AND ONLY TO THE EXTENT NECESSARY TO PROVIDE RELIEF WARRANTED BY
THAT INDIVIDUAL PARTY'S CLAIM. THE ARBITRATOR MAY NOT CONSOLIDATE MORE
THAN ONE PERSON'S CLAIMS, AND MAY NOT OTHERWISE PRESIDE OVER ANY FORM
OF A REPRESENTATIVE OR CLASS PROCEEDING.
Ii. Arbitral Fees and Costs. If your claim seeks more than $75,000 in the aggregate, the
payment of the AAA's fees and costs will be governed by the AAA rules. If your claims
seek less than $75,000 in the aggregate, the payment of the AAA's fees and costs wjll be
Comcast's responsibility. However, if the arbitrator finds that your Dispute was frivolous or
brought for an improper purpose (as measured by the standards set forth in Federal Rule
of Civil Procedure 11(b)), the payment of the AAA's fees and costs shall be governed by the
AAA Rules and you shall reimburse Comcast for all fees and costs that were your obligation
to pay under the AAA Rules. You may hire an attorney to represent you in arbitration. You
are responsible for your attorneys' fees and additional costs and may only recover your
attorneys' fees and costs in the arbitration to the extent that you could in court if the
arbitration is decided in your favor. Notwithstanding anything in this Arbitration Provision to
the contrary, Comcast will pay all fees and costs that it is required by law to pay.
j. Severability and Waiver of Jury Trial. If any part of Section (h) of this Arbitration
Provision is found to be illegal or unenforceable, the entire Arbitration Provision will be
unenforceable and the Dispute will be decided by a court. WHETHER IN COURT OR IN
ARBITRATION, YOU AND COMCAST AGREE TO WAIVE THE RIGHT TO A TRIAL BY JURY
TO THE FULLEST EXTENT ALLOWED BY LAW. If any other clause in this Arbitration
Provision is found to be illegal or unenforceable, that clause will be severed from this
Arbitration Provision, and the remainder of this Arbitration Provision will be given full force
and effect.
k. Survival. This Arbitration Provision shall survive the termination of your Service(s) with
Comcast.
I. For New York XFINITY Video Customers. You may elect to resolve a Dispute through
the New York Public Service Commission in accordance with NYCRR 16§890.709(a) and
NYCRR 16§709(c).
14. CUSTOMER PRIVACY NOTICE AND SECURITY
a. Comcast will provide you with a copy of our customer privacy notice at the time we
enter into an agreement to provide any Service(s) to you, and annually afterwards, or as
otherwise permitted by law. You can view the most current version of our privacy notice by
going to www.comcast.com/customerorivacv.
b. To the extent Comcast is expressly required to do so by applicable law, we will provide
notice to you of a breach of the security of certain personally identifiable information about
you. It is Comcast's information security policy to provide such notice to you in the manner
set forth in Section 16.
15. GENERAL
a. Entire Agreement. This Agreement and any other documents incorporated by reference
constitute the entire agreement and understanding between you and Comcast with respect
Corricast Agreement for Residential Services 17
Stnd_1016.indd 17 8/16/16 11:09 AM
to the subject matter of this Agreement, and replace any and all prior written or verbal
agreements. If any portion of this Agreement is held to be unenforceable, the unenforceable
portion shall be construed in accordance with applicable law as nearly as possible to reflect
the original intentions of the parties, and the remainder of the provisions shall remain in
full force and effect. Comcast does not waive any provision or right if it fails to insist upon
or enforce strict performance of any provision of this Agreement. Neither the course of
conduct between you and Comcast nor trade practice shall act to modify any provision of
this Agreement.
b. Additional Representations and Warranties. In addition to representations and
warranties you make elsewhere in this Agreement, you also represent and warrant that:
i. Age: You are at least 18 years of age.
ii. Customer Information: You represent and warrant that you have provided us
with information that is accurate, complete and current, including without limitation
your legal name, address, telephone number(s), the number of devices on which or
through the Service(s) is being used, and payment data (including without limitation
information provided when authorizing recurring payments). YOU AGREE TO NOTIFY
US IMMEDIATELY IF THERE IS ANY CHANGE IN THE INFORMATION THAT YOU
HAVE PROVIDED TO US. INCLUDING WITHOUT LIMITATION ANY CHANGE IN YOUR
TELEPHONE OR MOBILE TELEPHONE NUMBER FAILURE TO DO SO IS A BREACH OF
THIS AGREEMENT. IF YOU OWE ANY OUTSTANDING AMOUNTS FOR THE SERVICE(S)
OR HAVE ANY UNRETURNED EQUIPMENT, THIS OBLIGATION SHALL SURVIVE THE
TERMINATION OF THIS AGREEMENT AND SHALL CONTINUE UNTIL YOU PAY ALL
OUTSTANDING AMOUNTS IN FULL AND RETURN ALL EQUIPMENT YOU AGREE THAT
YOU SHALL INDEMNIFY DEFEND AND HOLD COMCAST HARMLESS FROM ANY
CLAIM OR LIABILITY RESULTING FROM YOUR FAILURE TO NOTIFY COMCAST OF A
CHANGE IN THE INFORMATION YOU HAVE PROVIDED, INCLUDING ANY CLAIM OR
LIABILITY UNDER THE TELEPHONE CONSUMER PROTECTION ACT (47 U.S.C. SEC.
227), AND ANY REGULATIONS PROMULGATED THEREUNDER RESULTING FROM
COMCAST ATTEMPTING TO CONTACT YOU AT THE MOBILE TELEPHONE NUMBER
YOU PROVIDED.
c. Information Provided to Third Parties. Comcast is not responsible for any information
provided by you to third parties, and this information is not subject to the privacy provisions
of this Agreement or the privacy notice for the Service(s). In addition you are responsible
for controlling access to any XFINITY Equipment and any other device you use to access
the Services ("Connected Device"). You assume all privacy, security, and other risks
associated with providing any individual with access to a Connected Device or providing
any information, including CPNI or personally identifiable information, to third parties via the
Service(s). For a description of the privacy protections associated with providing information
to third parties, you should refer to the privacy policies, if any, provided by those third
parties.
d. Protection of Comcast's Information and Marks. The Service(s), XFINITY Equipment
and related documents are protected by trademark, copyright or other intellectual property
laws, and international treaty provisions. All websites, corporate names, service marks,
trademarks, trade names, logos, and domain names (collectively "marks") of Comcast
and its affiliates are and shall remain the exclusive property of Comcast. Nothing in this
Agreement shall grant you the right or license to use any of the marks.
e. Export Laws. You expressly agree to comply with all applicable export and re-export laws,
including, but not limited to, the Export Administration Act, the Arms Export Control Act,
and their implementing regulations. You further expressly agree not to use the Service(s) in
any way that violates any provision of such laws or their implementing regulations.
f. Retention of Rights. Nothing contained in this Agreement shall be construed to limit
Comcast's rights and remedies available at law or in equity. Upon termination of this
Agreement for any reason, Comcast and its suppliers reserve the right to delete all your
data, files, electronic messages or other Customer information that is stored on Comcast's
or its suppliers' servers or systems. In addition, you may forfeit your account user name and
Stnd 1016.indd 18 B/16/16 11:09 AM
all e-mail, IP and Web space addresses, and voice mail. In the event you cancel XFINITY
Voice without porting your voice service and the telephone number to another service
provider, you will forfeit the telephone number. We shall have no liability whatsoever as the
result of the loss of any such data, names, addresses, or numbers.
16. NOTICE METHOD FOR CHANGES TO THIS AGREEMENT
Comcast may deliver any notice concerning our relationship with you, including notice of any
change to this Agreement, in any one or more of the following ways, as determined in our
discretion: (1) by posting it on www.comcast.net, www.comcast.com or any other website
about which you have been notified; (2) by mail or hand delivery to your Premises; (3) by e-mail
to the address for your account in Comcast's records; or (4) by including it on or with your bill
for Service(s). You agree that any one of the foregoing will constitute sufficient and effective
notice under this Agreement. Because we may from time to time notify you about important
information regarding the Service(s) and this Agreement by these methods, you agree it is your
responsibility to regularly check your postal mail, e-mail and all postings at www.comcast.net,
www.comcast.com or any other website about which you have been notified. If you find any
change to this Agreement to be unacceptable, you have the right to cancel your Service(s). Your
continued receipt of the Service(s) for more than 30 days after Comcast delivers notice of the
change, however, will constitute your acceptance of the change.
17. IMPORTANT INFORMATION
If you are unable to get a problem resolved to your satisfaction at your local Comcast office,
you may write to the Comcast Corporate Offices at 1701 John F. Kennedy Blvd., Philadelphia,
PA 19103-2838 with concerns and complaints.
• Massachusetts Customers: In addition if you are unsatisfied with our handling of your
complaint, you may contact your local franchise authority: the Consumer Division of the
Department of Telecommunications and Cable (DTC) toll free at 1-800-392-6066 or you
may write to them at Two South Station, Boston, MA 02110.
• Connecticut Customers: If you experience a problem with your Service(s), please
contact us first and give us an opportunity to resolve your problem. If the matter is not
resolved to your satisfaction please contact the Connecticut Department of Utility Control at
1-800-382-4586 (toll free within Connecticut) or 1-860-827-2622 (outside Connecticut)
or TDD 1-860-827-2837.
• New York Customers: If you experience a problem with your Service(s), please contact us
first and give us an opportunity to resolve your problem. If your concerns have not been
resolved contact your local government, or call the New York State Public Service
Commission (PSC) at 1-800-342-3377, or write to: Customer Service Representative,
New York State Public Service Commission, Office of Customer Services,
Three Empire State Plaza, Albany, New York 12223-1350.
• New Hampshire and Maine Customers: The Office of the Attorney General Consumer
Protection and Antitrust Bureau has the authority to enforce Consumer Protection Laws and
provide assistance in the mediation of consumer complaints. Customers should file written
complaints concerning any alleged misrepresentations and unfair or deceptive practices of
the cable company to:
Maine — Office of the Attorney General, Department of Consumer Fraud and Antitrust,
State House Station #6, Augusta, ME 04333
New Hampshire — Office of the Attorney General, Department of Consumer Fraud and
Antitrust, 25 Capital Street, Concord, NH 03301
• Vermont Customers: The Vermont Department of Public Service can provide assistance
in the resolution of consumer complaints.. Customers should file complaints with the
Customer Hotline at 1-800-622-4496.
ADDITIONAL PROVISIONS APPLICABLE TO XFINITY
INTERNET SERVICE
In addition to the provisions above that are applicable to XFINITY Video, XFINITY
Internet and XFINITY Voice, the following are specifically applicable to XFINITY Internet
Customers.
1. INTELLECTUAL PROPERTY RIGHTS
Comcast Agreement for Residential Services 19
Stnd_1016.indd 19 8/16/16 11:09 AM
a. Ownership of Addresses. You acknowledge that use of XFINITY Internet does not
give you any ownership or other rights in any Internet/on-line addresses provided to you,
including, but not limited to, Internet Protocol ("IP") addresses, e-mail addresses, and Web
addresses. We may modify or change these addresses at any time without notice and
shall in no way be required to compensate you for these changes. Upon termination of an
XFINITY Internet account, we reserve the right permanently to delete or remove any or all
addresses associated with the account.
b. Authorization. Comcast does not claim any ownership of any material that you publish,
transmit or distribute using XFINITY Internet. By using XFINITY Internet to publish, transmit,
or distribute material or content, you (1) warrant that the material or content complies
with the provisions of this Agreement, (2) consent to and authorize Comcast, its agents,
suppliers, and affiliates to reproduce, publish, distribute, and display the content worldwide
and (3) warrant that you have the right to provide this authorization. You acknowledge
that material posted or transmitted using XFINITY Internet may be copied, republished
or distributed by third parties, and you agree to indemnify, defend, and hold harmless
Comcast, its agents, suppliers, and affiliates for any harm resulting from these actions.
c. Copyright. Title and intellectual property rights to XFINITY Internet are owned by Comcast,
its agents, suppliers, or affiliates or their licensors or otherwise by the owners of such
material and are protected by copyright laws and treaties. You may not copy, redistribute,
resell, or publish any, part of XFINITY Internet without any required express prior written
consent from Comcast or other owner of such material.
d. Material Downloaded Through XFINITY Internet. In addition to any content that may
be provided by us, you may access material through XFINITY Internet that is not owned by
Comcast. Specific terms and conditions may apply to your use of any content or material
made available through XFINITY Internet that is not owned by Comcast. You should read
those terms and conditions to learn how they apply to you and your use of any non -
Comcast content.
2. ADDITIONAL LIMITATIONS ON COMCAST'S LIABILITY FOR XFINITY INTERNET
a. Responsibility for Content. You acknowledge that there is some content and material
on the Internet or otherwise available through XFINITY Internet that may be offensive to
some individuals, may be unsuitable for children, may violate federal, state or local laws,
rules or regulations, or may violate your protected rights or those of others. We assume no
responsibility for this content or material. Anyone who accesses such content and material
does so at his or her own risk. NEITHER COMCAST NOR ITS AFFILIATES, SUPPLIERS,
EMPLOYEES, AGENTS, CONTRACTORS, DISTRIBUTORS, LICENSORS OR BUSINESS
PARTNERS SHALL HAVE ANY LIABILITY WHATSOEVER FOR ANY CLAIMS, LOSSES,
ACTIONS, DAMAGES, SUITS, OR PROCEEDINGS ARISING OUT OF OR OTHERWISE
RELATING TO ACCESS TO SUCH CONTENT OR MATERIAL BY YOU OR OTHERS. Questions
or complaints regarding content or material should be addressed to the content or material
provider. You acknowledge that software programs are commercially available that claim to
be able to restrict access to sexually explicit or other objectionable material on the Internet.
We make no representation or warranty regarding the effectiveness of such programs.
b. Eavesdropping. The public Internet is used by numerous persons or entities including,
without limitation, other subscribers to XFINITY Internet. As is the case with all
shared networks like the public Internet, there is a risk that you could be subject to
..eavesdropping." This means that other persons or entities may be able to access and/
or monitor your use of XFINITY Internet. If you post, store, transmit, or disseminate any
sensitive or confidential information, you do so at your sole risk. NEITHER COMCAST NOR
ITS AFFILIATES, SUPPLIERS, OR AGENTS SHALL HAVE ANY LIABILITY WHATSOEVER
FOR ANY CLAIMS, LOSSES, ACTIONS, DAMAGES, SUITS, OR PROCEEDINGS ARISING
OUT OF OR OTHERWISE RELATING TO SUCH ACTIONS BY YOU. You acknowledge that
software programs are commercially available that claim to be capable of encryption or
anonymization. We make no representation or warranty regarding the effectiveness of
these programs.
Stnd 1016.indd 20 8/16/16 11:09 AM
c. FTP/HTTP Service Setup. You acknowledge that when using XFINITY Internet there
are certain applications such as FTP (File Transfer Protocol) or HTTP (Hyper Text Transfer
Protocol) that may be used by other persons or entities to gain access to your Customer
Equipment, You are solely responsible for the security of your Customer Equipment or
any other equipment you choose to use in connection with the Service(s), including
without limitation any data stored on such equipment. NEITHER COMCAST NOR ITS
AFFILIATES, SUPPLIERS, EMPLOYEES, AGENTS, OR CONTRACTORS SHALL HAVE ANY
LIABILITY WHATSOEVER FOR ANY CLAIMS, LOSSES, ACTIONS, DAMAGES, SUITS
OR PROCEEDINGS RESULTING FROM, ARISING OUT OF, OR OTHERWISE RELATING
TO THE USE OF SUCH APPLICATIONS BY YOU, OR THE ACCESS BY OTHERS TO YOUR
CUSTOMER EQUIPMENT OR OTHER EQUIPMENT OF YOURS.
d. Facilities Allocation. Comcast reserves the right to determine, in its discretion, and
on an ongoing basis, the nature and extent of its facilities allocated to support XFINITY
Internet, including, but not limited to, the amount of bandwidth to be utilized and delivered
in conjunction with XFINITY Internet.
I. The Terms and Conditions of Sale for Products for XFINITY Internet Customers is
available at www.comcast.com/termsofservice/termHSI.html.
3. WIRELESS INTERNET ACCESS THROUGH XFINITY WIFI
If you subscribe to the XFINITY Performance Internet service or above you may also access the
Internet and use XFINITY Internet wirelessly ("XFINITY WiFi") through our access points, HHS
and access points of affiliated companies providing wireless Internet access at no additional
charge by using your XFINITY user ID and password to log in. If you use an XFINITY WiFi
access point owned or operated by Comcast to access XFINITY Internet, including an HHS
your use will be subject to the terms of this Agreement, the XFINITY WiFi terms of service
and our acceptable use policies. If you use an access point owned or operated by one of our
affiliated companies to access the Internet, you may be subject to the terms and conditions
and acceptable use policies of our affiliate as well. If you subscribe to XFINITY Internet at a
level below XFINITY Performance Internet service, XFINITY WiFi may be made available to you
on a trial, sponsored or pay per use basis subject to different terms. Your use of XFINITY WiFi
indicates your acceptance of the applicable terms. If you do not accept the applicable terms,
you should not use XFINITY WIFI Service. XFINITY WiFi is not available in all locations and
availability is subject to change without notice.
ADDITIONAL PROVISIONS APPLICABLE TO XFINITY VOICE
SERVICE
In addition to the General Terms and Conditions above, the following terms and
conditions are specifically applicable to XFINITY Voice Customers.
1. SPECIAL NOTICE FOR COMCAST DIGITAL VOICE SUBSCRIBERS: LIMITATIONS OF
XFINITY VOICE SERVICE
a. Limitations. XFINITY Voice includes 911/Enhanced 911 and certain plans include text -
to -911 (where emergency authorities make such service available) functionality (collectively
"911/E911") that may differ from the 911/E911 functionality furnished by other providers.
As such, it may have certain limitations. CAREFULLY READ THE INFORMATION BELOW.
YOU ACKNOWLEDGE AND ACCEPT ANY LIMITATIONS OF 911/E911. YOU AGREE
TO CONVEY THESE LIMITATIONS TO ALL PERSONS WHO MAY PLACE CALLS OR
TEXTS OVER THE SERVICES. IF YOU HAVE ANY QUESTIONS ABOUT 911/E911, CALL
1-800-XFINITY.
I. Correct Address: In order for your 911/E911 calls to be properly directed to emergency
services, Comcast must have your correct Premises address. If you move XFINITY Voice
to a different address without Comcast's approval, 911/E911 calls may be directed to
the wrong emergency authority, may transmit the wrong address, and/or XFINITY Voice
(including 911/E911) may fail altogether. Therefore, you must call 1-800-XFINITY before
you move XFINITY Voice to a new address. Comcast will need several business days
to update your Premises address in the E911 system so that your 911/E911 calls can
be properly directed. All changes in service address require Comcast's prior approval.
Stnd_1016.indd 21 8/16/16 11:09 AM
In order to utilize text -to -911 service, you must be eligible to use the XFINITY Connect
Mobile Application ("XCMA") and activate Voice 2go," properly authenticated and logged
into the XCMA using a supported mobile device and operating system, and connected
to the Internet over a Wi-Fi or commercial mobile radio service network. In order for
text -to -911 (where emergency authorities make such service available) to be properly
directed to emergency services, you must provide permission for the XCMA to request
and receive your location from your mobile device's operating system.
ii. Service Interruptions: XFINITY Voice uses the electrical power in your home. If there
is an electrical power outage, 911 calling may be interrupted if a battery backup in the
associated voice -capable modem is not installed, fails, or is exhausted after several
hours. Furthermore, calls, including calls and texts to 911/E911, may not be completed
if there is a problem with network facilities, including network congestion, network/
equipment/power failure, or another technical problem.
iii.Suspension and Termination by Comcast: You understand and acknowledge that
all XFINITY Voice, including 911/E911, as well as all online features of XFINITY Voice,
where we make these features available, will be disabled if your account is suspended or
terminated.
iv. Telephone Number Assignments: The telephone numbers utilized for XFINITY
Voice are assigned in accordance with applicable federal and state numbering rules.
Therefore, XFINITY Voice cannot accommodate the assignment of a telephone number
outside of the telephone rate center to which that number is appropriately assigned.
b. Limitation of Liability and Indemnification. YOU ACKNOWLEDGE AND AGREE THAT
COMCAST WILL NOT BE LIABLE FOR ANY SERVICE OUTAGE, INABILITY TO DIAL OR
TEXT 911 USING THE SERVICE(S), AND/OR INABILITY TO ACCESS EMERGENCY SERVICE
PERSONNEL. YOU AGREE TO DEFEND, INDEMNIFY, AND HOLD HARMLESS COMCAST
AND ITS AFFILIATES, SUPPLIERS OR AGENTS FROM ANY AND ALL CLAIMS, LOSSES,
DAMAGES, FINES, PENALTIES, COSTS, AND EXPENSES (INCLUDING, BUT NOT LIMITED
TO, REASONABLE ATTORNEYS' FEES) BY, OR ON BEHALF OF, YOU OR ANY THIRD
PARTY OR USER OF THE SERVICE(S) RELATING TO THE FAILURE OR OUTAGE OF THE
SERVICE(S), INCLUDING THOSE RELATED TO 911/E911.
2. ADDITIONAL XFINITY VOICE -SPECIFIC PROVISIONS REGARDING CUSTOMER
EQUIPMENT
a. Incompatible Equipment and Services. You acknowledge and understand that XFINITY
Voice may not support or be compatible with:
i. Non -Recommended Configurations as defined in Section 6(b) [including, but not limited
to, voice -capable modems not currently certified by Comcast as compatible with the
Service(s)];
ii. Certain non -voice communications equipment, including certain makes or models
of alarm and home security systems, certain medical monitoring devices, personal
emergency alert, and home detention devices, certain fax machines, and certain "dial-
up" modems;
iii. Rotary -dial phone handsets, and certain makes and models of other voice -related
communications equipment including key systems, private branch exchange (PBX)
equipment, answering machines, and traditional Caller ID units;
iv. Casual/dial around (10-10) calling; 976, 900, 700, or 500 number calling;
v. 311, 511, or other N11 calling (other than 411, 611, 711, and 911); and
vi. Other call types not expressly set forth in our product literature (e.g., outbound shore -to -
ship calling); and
vii. Certain service codes such as automatic callback and automatic recall (e.g., "66, "69)
due to compatibility limitations with other carrier signal functions.
3. VOICE -CAPABLE MODEM BACKUP BATTERY
If the voice -capable modem is equipped with a backup battery, such battery is used to provide
service during a power outage to your home where power to Comcast's network remains
available. The length of time that XFINITY Voice will be available during a power outage will
depend on the following: (i) the backup battery remains properly installed in the voice -capable
modem; (ii) the condition and age of the backup battery; and (iii) the amount of XFINITY
Stnd 1016.indd 22 8/16/16 11:09 AM
Voice usage when the voice -capable modem is utilizing power from the backup battery. You
understand and acknowledge that: (i) the performance of the backup battery is not guaranteed;
and (ii) you will not be able to use XFINITY Voice if electrical power to the voice -capable
modem is interrupted and the voice -capable modem does not have a functioning backup
battery. A voice -capable modem backup battery does not power cordless phones or other
equipment connected to the telephone line that require electricity from your Premises, such as
telecommunications devices used to assist customers with disabilities.
4. TRANSFER OF YOUR PHONE NUMBER(S)
For information about switching to another provider from XFINITY Voice and the assignment of
telephone numbers related to XFINITY Voice Service please call 1-800-XFINITY.
5. CUSTOMER INFORMATION
Comcast and its suppliers reserve the right both during the term of this Agreement and upon
its termination to delete your voicemail, call detail, data, files, or other information that is stored
on Comcast's or its suppliers' servers or systems, in accordance with our storage policies. You
understand and acknowledge that we shall have no liability whatsoever as a result of the loss
or removal of any such voicemail, call detail, data, files, or other information.
6. INTEGRATED SERVICES
Use of XFINITY Voice's integrated services provided through online portals such as applicable
communications center or voice center are governed by the GENERAL TERMS AND
CONDITIONS of#his Agreement.
7. ADDITIONAL TERMS OF SERVICE
To view additional terms of service applicable to XFINITY Voice in Maine, please go to https
www.comcast.com/tariffs.
Sind 1016. indd 23 8/16/16 11 09 Aft
CUSTOMER COMPLAINT PROCEDURES
If you have a complaint regarding your cable television service or your bill, please call the local
customer service number listed on the How To Reach Us insert or our toll-free telephone number
which is available 24 hours a day, 7 days a week. You can also visit the local business office at the
address listed on the How To Reach Us insert. Alternatively, if you wish to put your comments in
writing, your letter should be addressed to Comcast at the local address listed on the How To Reach
Us insert. We will promptly try to resolve your complaint. If we are unable to resolve your complaint,
we will notify you that we are unable to do so and explain the reason why. If you are dissatisfied with
our resolution of your complaint, or we are unable to resolve your complaint, you may contact the
local franchising authority to discuss your complaint. Please refer to your monthly cable bill or call
the local customer service number listed on the How To Reach Us insert for the name and address
of your local franchising authority.
For customers using closed captioning, Comcast maintains a Closed Captioning Office to handle
written complaints. If you have a complaint regarding closed captioning please write the Comcast
Closed Captioning Office at the address listed on your monthly bill.
SERVICE PROBLEMS
If you experience a problem with picture or signal quality, you should review your television and/or
VCR owner's manual for proper adjustment. If the problem does not clear up, you should call the
local customer service number listed on the How To Reach Us insert and describe the problem to a
customer service representative.
In order to correct the problem, we may need access to your premises. If required, a service call
will be scheduled at a time convenient to you. We will make all reasonable efforts to resolve any
complaints you have concerning the quality of our signals promptly and efficiently. Excluding
conditions beyond our control, we will respond to a service interruption no later than 24 hours after
receipt of notification. We respond to other service problems no later than the next business day
after notification. If our service technician is unable to correct the problem to your satisfaction we
will, at your request, schedule a second service appointment. If we remain unable to correct the
problem you will be notified of this fact and the reason why. If you are dissatisfied with our resolution
of your service problem, you may contact the local franchising authority to discuss the problem with
your service. Please refer to your monthly cable bill or call the local customer service number listed
on the How To Reach Us insert for the name and address of your local franchising authority.
MOVING
Before you move, please call the local customer service number listed on the How To Reach Us
insert. This is the best way for us to arrange for your service to be disconnected and to schedule an
installation at your new home if your new home is in our service area.
EQUIPMENT
In the event your service is terminated, the converter, remote control and any other equipment
provided by us should be returned to our local business office. You will continue to be billed for the
equipment until it is returned. If you have lost or are otherwise unable to return the equipment you
will be billed for the equipment.
IDENTIFICATION
Our employees and designated contractors are required to carry a photo -identification card
while working. Feel free to ask for identification from anyone who claims to be our employee or
representative.
PREVIEWS
During the course of the year, we may offer a "Free Preview" of a premium channel. If you find any
of the programming objectionable, you may call us, and we will block out the Free Preview channel.
EQUIPMENT COMPATIBILITY
TELEVISIONS AND VCR COMPATIBILITY
Many newer television sets and videocassette recorders ("VCRs") are labeled "cable ready."
24 Important Information for Video Customers
Stnd 1016.indd 24 8/16/16 11:09 AM
Typically, a cable -ready television or VCR is one which, when connected directly to cable service,
can receive all unscrambled, non -premium channels (premium channels include such channels
as HBO and Showtime). Older televisions and VCRs are more likely to be non -cable ready, which
means they generally receive only some numbered channels (usually channels 2-13). Even if you
have an older television or VCR that was advertised as being "cable ready" or "cable compatible,"
the equipment may not perform as you expected when connected directly to our cable system. This
is because there previously were no standards applicable to television set manufactures governing
the reception of cable channels. According to new federal regulations, televisions and VCRs sold
in the United States as of July 1997 cannot be called "cable ready" or "cable compatible" unless
they comply with the new technical requirements adopted by the FCC, including the ability to
properly tune cable channels. Existing equipment may meet some but not all of these standards,
and connecting our cable service directly to such equipment may cause signal degradation or
interference. If you are not sure whether your television or VCR is "cable ready", you should review
the equipment manual and instructions, or contact the manufacturer. If your equipment is not
fully cable ready, you can still receive all standard cable channels offering non -scrambled or non -
encrypted programming by renting or purchasing a single set-top converter without descrambling or
decryption capabilities. For a low monthly fee, we rent set-top converters to our customers that will
be compatible with the services you purchase from us. You may also purchase set-top converters at
electronic stores or other retail outlets in your area.
COMPATIBILITY OF SET-TOP CONVERTERS AND CABLECARDS
Many subscribers currently rent or own set-top converters to receive our cable services. Because
a set-top converter functions as the channel tuner on your television or VCR, it may prevent you
from using some of the special features and functions of your television or VCR. For example, you
may not be able to view one program while recording another, record two or more consecutive
programs that appear on different channels, use advanced picture generation and display features
such as "picture in picture," channel review or use other features that necessitate channel selection
by the television set or VCR. Some of these problems may be resolved by the use of A/B switches,
signal splitters, and/or other supplemental equipment that can be purchased from Comcast or at
electronic stores. Please call us if you would like to discuss the type of special equipment needed
to resolve individual compatibility problems or if you have any questions regarding other equipment
compatibility issues.
In order to enable you to utilize special features, which your television and VCR may have, we will
make available, upon your request, equipment which will allow for simultaneous reception of two or
more scrambled or encrypted signals and for tuning to alternative channels on a pre-programmed
schedule. This equipment could include for example, set-top converters and multiple descrambler/
decoders and/or timers (or if such devices are not available, multiple set-top devices will be
provided), and signal bypass switches.
If you plan to purchase cable services that we scramble or encrypt, such as premium, pay-per-
view or digital services, you should make sure that any set-top converter, or navigation device
or digital -cable -ready television (which can receive digital cable services using a device that we
must provide called a CableCARD in place of a converter) that you purchase from a retail outlet
is compatible with our system. Due to device limitations, digital cable -ready retail devices using
CableCARD technology only receive what is known as "one-way" cable services. Such devices
cannot receive "two-way" cable services, such as Comcast's electronic program guide, video -
on -demand, or switched digital video services. Customers with a TiVo digital cable -ready DVR
can access switched digital video services by obtaining a "tuning adapter" device from Comcast.
Customers with the TiVo DVR or other digital cable -ready devices will need a digital set-top box
from Comcast to access switched digital video and other two-way cable services. Two-way digital
cable -ready devices are not yet commercially available, but are expected to be available in the near
future. Upon your request, we will provide you with the necessary technical parameters necessary
for any set-top converter rented or acquired from retail outlets to operate with our cable system.
If you see advertisements for set-top converters that have descramblers in them, you should
understand that these devices may be illegal to use. Because of the need to protect our scrambled
services, we will not authorize the use of any converter/descrambler that does not conform to all
required signal security specifications. People who use illegal converters/descramblers may be
Stnd_1016.indd 25 8/16/16 11:09 AM
subject to prosecution for theft of cable service. It is unlawful to alter or tamper with any device
belonging to a cable operator in order to receive, intercept, or assist in receiving or intercepting any
communications service offered over a cable system. People who take such actions may be subject
to fines or imprisonment.
REMOTE CONTROL UNITS
We rent remote control units to subscribers to access set-top converter features remotely. Currently,
we provide subscribers with set-top converters with compatible remote control units. Although we
rent remote control units at a nominal fee, subscribers may purchase compatible remotes at local
electronic stores or other retail outlets. A representative list of compatible remote control models
currently available from local retailers includes: Philips PHL PMDVR8, RCA RCR612, and Sony
RM -V202. A list of additional compatible remotes may be obtained from your local Comcast office.
Although these remote control units are compatible with the set-top converters that we currently
offer, these remotes may not be functional if we change the type of set-top converters we offer to
subscribers. If you have any questions regarding whether a particular remote control unit would be
compatible with our equipment, please contact us.
NOTICE OF AVAILABILITY OF CONVERTERS FOR ADDITIONAL OUTLETS
Subscribers who install their own additional receiver connections may not be able to receive all
broadcast stations carried on the cable system without additional equipment. For those television
sets that are not truly compatible with the cable system, television broadcast stations located above
Channel 13 may not be receivable without additional equipment.
The equipment necessary to receive all broadcast stations carried on the cable system is for
lease and/or sale from your cable company and may be available from retail stores within your
community. Instructions for installation of this equipment are also available upon request. Please
contact your local cable company for complete details.
SERVICE CHANGES AND INSTALLATION
Standard installations are generally completed within 7 business days. If you initiate a change in
the services you receive, you may be subject to the applicable installation or change of service
charge. Please refer to the service rate information we have supplied to you for details. A list of
our services and charges is provided to our customers annually in a mailing or bill insert. You may
obtain additional information about our current services, fees and prices by calling us during normal
business hours.
OTHER SERVICES AND INFORMATION
In addition to our Basic and Preferred Service packages, we also offer optional video and audio
programming services, including individual premium channels (such as HBO, Cinemax, Showtime,
Starz and Encore) and pay-per-view services which deliver individual movies, sporting events and
special events. We also offer Digital Service packages and XFINITY Internet in selected service
areas where our cable plant has been rebuilt or upgraded. For some optional services you must
have a compatible addressable converter or a cable modem.
Information on upcoming programmer contract expirations can be found at www.xfinitytv.com/
contractrenewals or by calling 866-216-8634.
Please call us at the local customer service number listed on the How To Reach Us insert to talk to
one of our customer service representatives about our products and services, or go to our website,
www.comcast.com to see the latest information on our services.
We may change this information in the future. We will send you a written, electronic or other
appropriate notice informing you of any changes and the effective date. If you find the change
unacceptable, you have the right to cancel your service, However, if you continue to receive our
service after the effective date of the change, we will consider this your acceptance of the change.
For those of our customers receiving service through commercial accounts, bulk rate arrangements
or similar arrangements, some of the policies, procedures and services herein may not apply.
Please call us at the local customer service number listed on the How to Reach Us insert to talk to
one of our customer service representatives for further information.
Stnd 1016.indd 26 8/16/16 11:09 AM
Notes
Stnd_1016.indd 27 8/16/16 11:09 AM
Notes
Stnd 1016.indd 28 8/16/16 11:09 AM
Notes
Stnd_1016.indd 29 8/16/16 11:09 AM
Stnd 1016
Stnd 1016.1ndd 30 8/16/16 11:09 AM
Ready
Set. Enjoy'
Here are a few tips to get
started with XFINITY.
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• Program Your remote
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• View your channel lineup,
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• Change your Voicemail PIN
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Manage phone and voicemail settings
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• Find or cl ,iige yoIr WiFi name (SSID)
and passwcrd 1,7( oiiw
• Check your connection status,
troubleshoot and reboot your equipment.
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Here are some more tips:
TV customers - L u-) ij,- r -r ,,,
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Manage your service from anywhere with the XFINITY My Account app
Learn rriorf- if
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Hi there.
We've got some great
stuff to show you,
Take a look inside!
Chopped available with XFINITY On Demand I ChieW Fire available on XFINITY TV app
Pour Puff Glds available at xfinity.com/tv
® 2016 Comcast. All rights reserved.
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COMCAST
7x7116 10:25 AM I
Control the world with your hand. (ok, maybe just your TV.)
Search: Quickly find your favorite programs on TV or
On Demand.
XFINITY: View the Quick Menu so you can access
your channel lineup, DVR recordings, XFINITY
On Demand, parental controls and more.
Tip: Press the XFINIT Y button twice to get to the
Main Menu view.
Record: Schedule a show or series to record.
Guide: Shortcut to TV listings.
Page Up/Page Down: Move up or down in menus,
or skip ahead or back in 5 -minute increments while
watching a show.
Last: Return to the previous channel or Guide screen.
Exit: Leave the Guide screen to get back to a show.
Info: Learn more about a program.
Favorites: Set up and view favorite channels.
A (Help): Get answers to FAQs about your
XFINITY service.
Need help?., You got it. Just press A on your remote or
visit xfinity.com/Support to learn more.
Restrictions apply. Services and features vary based on service level. Your remote may vary from the one pictured
above. Some features may not be available in all areas. For a complete list of XFINITY remote features, go to
Onity.com/Remotes. Requires that remote is programmed to control the TV.
Voila! Finding what you want is fast and easy.
Learn how to navigate your menu, browse XFINITY On Demand and more.
Just press the XFINITY button to access the Quick Menu shown below.
Watchlist
Your list of favorite XFINITY
On Demand programs. Go to
xfinity.com/ TV to setup
Main Menu
Access TV listings,
your DVR, On Demand
and more
On Demand
Access a library of
TV shows, movies, kids
programming and more
Guide
View channel lineup
and listings
Search
Search across live TV
and On Demand at the
same time
The Blacklist available with XFINITY On Demand
Favorites
View or set up your
favorite channels
or programs
DVR
Access your DVR
recordings and
settings
HD
Filter to view TV shows,
movies and sports in HD
Please note the following TV reception information:
1. If there's a severe storm, unplug your 3. Don't tamper with your set-top box.
TV and set-top box to avoid potential 4. If someone other than Comcast
damage. installs your wiring, make sure it
2. Make sure the electrical cord to your set- meets government standards and
top box or TV set isn't worn or damaged. doesn't interfere with your cable and
communication systems.
Tune into these important Voice features.
With XFINITY Voice Unlimited, enjoy more ways to stay connected to take
advantage of unlimited nationwide talk and text, Readable Voicemail,
Universal Caller ID and more.
Set up your voicemail
Dial *99 from your home phone.
Follow the tutorial to set it up and create a password.
To change your voicemail password, visit xfinity.com/VoiceSupport.
ID To access your voicemail, you can dial *99 from your home phone,
connect online at xfinity.com or use the XFINI I -Y Connect app.
Take your service to go with the XFINITY Connect app:
• Unlimited calling to China, India, Mexico,
Canada and more
• Unlimited nationwide texting from any
WiFi-enabled device
• Make calls via WiFi so you can call home
at no additional charge
• Get four additional telephone numbers
so each family member has a unique
number for calling and texting
Standard data charges apply to app download and usage. Check with your carrier.
Security PIN
As an XFINITY Voice customer, you will receive a randomly generated
security PIN from Comcast, which is needed to access your XFINITY Voice
account information. Visit Omity.copi/ VjyAcroont while connected to your
XFINITY in-home WiFi network to authenticate and view your PIN. If you do
not have XFINITY Internet service or cannot recall your PIN, you can visit
xfinity com/MyAci oont for help retrieving your PIN.
Get to know essential service details.
Non -published service and directory listings
You may choose a non -published listing for an
additional monthly charge.
xf nity
• Comcast will not make non -published listings
available on our online directory, ecolisting.com, to
third -party publishers or directory assistance (411)
• Published listings will be made available at
ecolisting.com, through Comcast's directory
1 '_2 T -3 j
assistance operator and may also appear in
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other online or printed directories and directory
t
i_ 8 9i
assistance databases
"' -( , # `
• For additional service information, pricing and
--r-'
------
limitations, go to xfinity.com/SubscriberAgreement�:
Backup battery
XFIN ITY Voice service will riot operate during a power failure without a
backup power source. A backup battery for Comcast -provided modems
can be purchased frorn Corncast at any time for $35. This includes a 1 -year
warranty, up to 8 hours of standby time and monitoring to determine
when you need to purchase a new battery. If you elect this option, battery
performance will be diminished if the battery is not kept in dry conditions
within a temperature range of -4°F to 140°F (-20°C to 601C).
If you purchase a backup battery after your service is installed, separate
shipping and handling charges may apply. If you do riot have a backup
battery and would like to purchase one, call 1-888-972-1261. For more
details, visit xfinity.com/VoiceBattery.
711/911 services
Dial 711 for Telecommunications Relay Service for the hearing impaired.
Dial 911 for emergencies.
Service; (including 911 emergency service) may not be available during power outages.
Connect to your Internet in a flash.
Connect your devices to your network
Find your WiFi name (SSID) and WiFi
password (network key) in the XFINITY
My Account app by logging in with your
username and password. Select Internet
and go to Show WiFi Password.
Enable WiFi on the wireless device you'd
like to connect,
From your mobile device, select your
WiFi name from the list and use your WiFi
* o
password to sign in.
You can also find your WiFi name. and pass" and by visiting xfinity.com/MyAccourt
or on the bark of your XFINITY wireless Gateway.
Connect to XFINITY WiFi Hotspots on the go
Sign in once, and XFINITY will automatically remember your device
when you try to connect at any of the millions of XFINITY WiFi hotspots
nationwide.
Enable WiFi on your device.
rj Select xfinitywifi in your list of available networks.
Sign in with your XFINITY username and password.
Help to stay safe online with Constant Guard"
Constant Guard provides unmatched online protection against identity theft,
viruses and more with the top-rated Norton— Security Suite included with
XFINITY Internet. Visit xfinity.com/ConstantGuard to get started.
XFINI I Y'NIFi Hu ,spots ,are included with XFINI I Y Interne) 2b Mbps and above sei u i.e only
Availahle in select areas.
Questions about your service? We've got answers.
No calls. No waiting. No problem with My Account!
My Account lets you do way more than just pay bills quickly. Log in to
troubleshoot issues, manage appointments, set your preferences and more.
There's a few ways you can access My Account:
Mobile Device: Download the XFINITY My Account app to your
smartphone or tablet
Online: Visitxfinity.com/MyAccount
Need help with your XFINITY experience? We're here!
Online: xfinity.com/Support My Account: xfinity.com/MyAccount
Twitter: cr CorncastCares Chat: xfinity.com/Chat
Phone: 1-800-XFINITY Facebook: Facebook.com/XFINITY
Dive even deeper into all of XFINITY's awesome features
Learn how to get the most from your services and awesome
mobile apps.
xfinity.com/XfinityWelcomeGuide
The best experience. That's our commitment to you.
From our products to our people, we're committed to
delivering the best experience possible, so you can do
more and enjoy more of what you love.
We promise to:
• Respect your time: We offer 2 -hour appointment windows, 7 days
a week, day or night
• Simplify your experience: We're always there for you with simple
self-service tools and 24/7 support
• Make things right: We'll give you an automatic $20 credit* if we're ever late
• Continually offer the best entertainment: We're working hard to
bring more choices — including more movies, more sports, more kids
prograrns, more network TV shows and more HD than anyone else
xfinity.com/Experience
`$25 credit provided in Comcast systems in Illinois.
9
Contact us anytime, and please have your account number available.
Contact us online
Chat: xfinity.com/Chat
Twitter: ®ComcastCares
Facebook: Facebook,com/XFINffY
Reach us by phone
Toll Free: 1-800-XFINITY
303-930-2000
Reach us by mail
If you write to us, be sure to include your
name, address, and account number.
Lakewood Comcast Cable Store
7400 W. Alaska Dr.
Lakewood, CO 80226
Contact your local franchise
authority
If you wish to contact your local franchise
authority, please refer to the information in this
Welcome til or on your monthly statement.
How to have utility lines marked
If you have any questions regarding the
location of underground cable lines in your
yard, please call (303) 894-2000.
Reach us in person
Feel free to come to our service center(s).
Lakewood Comcast Cable Store
7400 W. Alaska Dr.
Lakewood, CO 80226
Centennial Xfinity Store
8222 S. Yosemite St. Ste, 110
Centennial, CO 80112
Littleton Comcast Cable Store
6793 W. Canyon, Unit 13C
Littleton, CO 80128
Aurora Comcast Cable Store
10651 E. Garden Dr.
Suite 107
Aurora, CO 80012
Thornton Corncast Cable Store
880 E. 88th Ave.
Suite 100
Thornton, CO 80229
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