Customer Agreements, Policies & Service Disclosures
Comcast strives to provide consumers with accessible, easy-to-understand information about the services we provide, so they can make informed decisions about which services best meet their needs. Consistent with that goal, we have designed this page to act as a single place where consumers and others can come to access and review the relevant policies, agreements, and other information about these services.
Additionally, the Federal Communications Commission ("FCC") requires that Comcast and other providers of broadband Internet access services disclose certain information regarding those Internet services. We believe that all of the information required for disclosure under the FCC's rules is found in the various policies and documents listed and linked on this page. To assist you in finding the information you're looking for, we highlighted a few pieces of information that the FCC specifically calls for in the Overview section below.
The bullets below provide a general overview of Comcast's network practices. Additional information, including more-detailed technical information, is available in the Network Management Information Center.
Comcast manages its network with one goal: to deliver the best possible broadband Internet experience to all of its customers. To further this effort, Comcast uses reasonable network management practices that are consistent with industry standards. Comcast uses various tools and techniques to manage its network, deliver its service, and ensure compliance with the Acceptable Use Policy and the Customer Agreement for Residential Services. These tools and techniques are dynamic and can and do change frequently. One tool that Comcast currently employs is a congestion management system intended to ensure that all customers have a fair share of access to the network. The congestion management system is explained in detail in this publication by Comcast engineers, and additional information is available in our Network Management FAQs.
Comcast provides its customers with full access to all the lawful content, services, and applications that the Internet has to offer. Comcast does not block or rate-control specific protocols or protocol ports (except to prevent spam, malicious attacks, and identity theft), does not modify protocol fields in ways not prescribed by protocol standards, and does not otherwise inhibit or favor certain applications or classes of applications.
Device Attachment Rules
In order for a cable modem device to be approved for use on the network, it must pass CableLabs certification, UL certification, FCC certification, and Comcast device testing. In the DOCSIS Device Information Center, you can access a comprehensive list of all currently approved cable modems and EMTA devices. Comcast has also published the DOCSIS Cable Modem Process and Requirements for testing and certification of additional DOCSIS-compliant devices for use on the Comcast network.
Comcast employs a number of practices to help prevent unwanted communications, such as spam, and protect the security of Comcast's customers and network. Comcast also provides a comprehensive suite of security capabilities known as the Constant Guard service. Comcast has an Alerts page that provide news and information on topics related to network security.
Comcast provides a detailed summary of its Internet service performance containing information about speed and latency, as well as other related topics. Comcast has always prided itself on providing state-of-the-art broadband services at the highest possible speeds. Recent testing performed by the FCC confirms that Comcast's service is one of the fastest, most reliable broadband services in the United States. It consistently delivers at or above the "provisioned" speed for the particular service tier. Comcast also provides a speed test page, so you can test your connection for yourself.
Other Services on Our Network
Comcast currently provides cable services (using both digital QAM and Internet Protocol (“IP”)-based technologies), and voice services and certain Metro-Ethernet enterprise business services (using IP-based technologies), to its customers over the same physical network used to deliver XFINITY broadband Internet access service to residential and small and medium business customers. Our IP cable and voice services, and our Metro-Ethernet enterprise business services, are not provided over the Internet but are provisioned with separate service capacity and delivered over separate service flows using Differentiated Service Code Point (“DSCP”) technology, and the voice and Metro-Ethernet (but not the video) services are marked for prioritization (to ensure that calls, e.g., 911 calls, go through even in times of congestion). These services are designed to protect the integrity and reliability of the XFINITY Internet service, which is delivered on a best-efforts basis.
Pricing and Other Fees
Comcast’s XFINITY Internet service may be subject to promotional rates. Additional fees, such as for equipment rental, installation, and early termination, may apply. For information about pricing and fees for Comcast's various XFINITY Internet tiers of service and all its XFINITY services, please visit the XFINITY Deals & Promotions page.
Data Usage Plans
In select geographic areas, Comcast is trialing flexible data usage management approaches that provide its customers with choice and control. Under these plans, usage that exceeds a monthly usage threshold is subject to an additional charge, and in certain markets, customers on the Economy Plus tier can receive a credit on their monthly bills for using less than a prescribed data threshold. Xfinity's Data Usage Center provides further information about these data usage plans here. In non-trial markets, Comcast does not currently apply any “data caps,” usage thresholds, or any other form of usage-based billing.
Comcast's privacy policies with respect to XFINITY Internet service are explained in the Comcast XFINITY Customer Privacy Notice.
If you have any questions about these disclosures, cannot find what you are looking for, or have any other concerns about XFINITY Internet service, please contact Comcast at firstname.lastname@example.org. Comcast will review and promptly respond to all submissions.
XFINITY Residential Services
Acceptable Use Policy for High-Speed Internet Services - Updated 9/21/17
XFINITY Service Protection Plan
If you have any questions about these disclosures, cannot find what you are looking for, or have any other concerns about XFINITY Internet service, please contact us. Comcast will review and promptly respond to all submissions.