- How to review and manage your personal information and account activity
- How to manage your preference, including setting your marketing and advertising preferences, and restricting certain uses and sharing
- How you can better protect yourself online
To provide you with our Services, we collect your personal information. This can include information that does not personally identify you - such as device numbers, IP addresses, and account numbers. It may also include information that does personally identify you, such as your name, address, and telephone number. We call any information that identifies you "personally identifiable information" or "PII."
If you allow others to use your Services, we will also collect personal information about those individuals. If you use our Services through someone else’s account, we will collect information about you, but it may not identify who you are to us. We may also collect information about you from third parties.
What we collect
Information such as your full name and telephone number that we use to stay in contact with you
Information we use to identify who you are and/or to provide or maintain your account and Services, which may include biometric information, such as audio recordings and facial scans when used as a means of identification
ANALYTICS AND INFERENCES
Information related to your household, account, or your use of our Services, and our predictions about what you might like or not like
Information including your financial transactions that are available on your billing statements and other payment receipts
DEMOGRAPHIC AND INTEREST INFORMATION
Information we obtain from other companies to better tailor our programming, marketing, and advertising services to you.
SERVICE ACTIVITY INFORMATION
Information associated with your use of our Services
How we collect personal information
We collect personal information about you in several ways
1. DIRECTLY FROM YOU WHEN YOU CREATE AN ACCOUNT, INTERACT WITH OUR CUSTOMER SERVICE, OR INTERACT WITH US ON BEHALF OF YOUR BUSINESS, SUCH AS:
- Contact information, which may include your name, mailing address, email address, or telephone number
- Login credentials for our Services, such as your username and password
- Information regarding your preferences for your experience on the Services, such as your settings and other information you provide us to enable personalization of content
- Customer communications records, including records of calls and chats with our customer service representatives
- Information that you provide when interacting with us on our social media pages, message boards, and other forums, including your username, profile pictures, and comments, as well as information you publicly share about us
- Photographs or images of your property
- Payment information, such as your credit/debit card or other financial account information
- Your Social Security number
- Your driver’s license, state identification cards, or other forms of identification
- Legal documents, such as documentation of the authority to act on behalf of another person
2. WHEN YOU USE OR INTERACT WITH OUR SERVICES, SUCH AS:
- Household and device video selection and viewing activity
- Voice commands and audio recordings made through voice activated devices that are part of the Services, such as the Voice Remote or our app-based remote
- Geolocation information on where you are at a specific point in time based on your service address to help us authenticate you for certain services on our platform
- IP addresses, device identifiers, and network equipment addresses when devices connect to our Services, and other device information, including information about Devices provided by other companies from which you use our Services
- User activity information on our websites and applications using cookies and other technologies and information provided by other companies when you integrate their services with our Services
- Domain Name Server or “DNS” searches and network traffic activity when you use our Services, such as Xfinity Internet, Xfinity Mobile or Xfinity WiFi
- Geolocation information that indicates where your device is at a specific point in time when you use Xfinity Mobile or enable that function in our mobile apps
- General location information, such as the city or ZIP Code that correlates with the location of a WiFi service access point or with the lease of your device IP address when you use Xfinity Internet or Xfinity WiFi
- The quantity, technical configuration, type, features, call history, and amount of your use of voice services (known as Customer Proprietary Network Information or “CPNI”)
- Video and audio recordings, live video and audio streams, motion activity, images, and other events that are captured or recorded when using our Services. For example, this may include capturing video, audio, or motion information (if you have turned these features on) when you use Services such as Xfinity Home security and automation
3. FROM THIRD PARTIES, SUCH AS:
- Credit reporting agencies and other entities that provide credit scoring, identity verification, fraud prevention, and similar services
- Landlords and property owners that provide contact and other information
Government entities that offer public records
- Consumer data providers that offer demographic, interest, purchase, and other data that we use to tailor our marketing and communications to your interest
- Social networks and other publicly available data, like Facebook
- Online advertising companies who may share information about the marketing and advertisements you have seen or clicked on
We do not knowingly allow others to collect personally identifiable information about your online activities over time and across third-party websites when you use our online Services. For more information about cookies and other online tracking technologies, please visit our Cookie Notice to manage your preferences, please visit the Xfinity Privacy Preferences Center. You can also use a browser that offers you the ability to use the Global Privacy Control to communicate your privacy preferences to us when you visit our websites; please note that this will not affect how we process your information when you interact with our products and services. In some of our Services, such as Xumo TV, we may also use technologies to attempt to recognize when different devices are used by the same individual.
Because definitions and rules for a “Do Not Track” standard have not yet been established, including whether such signals must be user-enabled, Comcast does not yet respond to “Do Not Track” signals sent from browsers.
We use the information we collect to provide our Services and communicate with you. We also use it to improve our Services, develop new products and services, give recommendations, deliver personalized consumer experiences (including marketing and advertising for our own and others' products and services), investigate theft and other illegal activities, and to ensure a secure online environment.
We may combine information across our systems, platforms, and databases. This includes combining information we receive from third parties and information about your use of our Services. We may also combine information about your use of one Service with information we get from your use of another Service.
TO PROVIDE THE SERVICES
- Setting up your account and account management
- Measure credit and payment risk
- Service delivery
- Bill and invoice
- Authenticate access to your account, including identity
- Management of the network and devices supporting our service and our systems, and other maintenance and operations
- Provide technical support
- Help with hardware and software upgrades for devices and systems
TO COMMUNICATE WITH YOU
- Respond to your questions
- Personalize communications and your experience
- Send you service-related announcements and surveys
TO UNDERSTAND YOUR USE OF AND MAKE IMPROVEMENTS TO OUR SERVICES
- Understand the use of our existing Services
- Identify and develop new products and services
- Create measurement and analytics reports for us and others
TO PROVIDE RECOMMENDATIONS AND DELIVER RELEVANT ADVERTISING
- Market the Services
- Recommend movies or television shows to you
- Let you know which products and services we think may be of
interest to you
- Help third-party advertisers and programmers deliver more relevant
advertising on our Services and other services and platforms
TO INVESTIGATE THEFT OR OTHER ILLEGAL ACTIVITIES, TO ENSURE A SECURE ONLINE ENVIRONMENT, AND TO PROTECT HEALTH AND SAFETY
- Detect the unauthorized use, or abuse of the Services
- Protect our customers from fraudulent, abusive, or unlawful use of
- Protect our rights, our personnel, and our property
- Comply with applicable law
- To protect the health and safety of our customers, employees,
contractors, or the general public
You are in control of your data. We do not sell, and have never sold, information that identifies who you are to anyone. This includes your Internet usage information, video usage information, or call detail information. If you participate in offers that require us to disclose your identifiable data, we will, but only at your direction and with your consent.
We share personal information with others when it's needed to provide you with our Services, including credit reporting agencies. We also share personal information with others:
- When you direct us to do so, including to authorize other users on your account
- When required by law or to respond to legal process
- To protect our property or rights or the safety of our employees, our customers, or other individuals
If we share your personal information with other companies for their own marketing and advertising activities, we will first get your consent. This may be through opt-in or opt-out settings, depending on the type of personal information shared.
We may also share personal information that does not identify you with third parties for their own marketing and advertising purposes, which you can opt out of. This mainly occurs when you interact with our websites and mobile applications that contain third-party cookies or other advertising trackers. To learn more about this, please read our Cookie Notice
The Comcast family of businesses
If Comcast shares the personal information it collects about you with separate Comcast companies, such as NBCUniversal-branded companies, to use for their own purposes, we will first give you the choice to opt out of or opt in to any sharing in the Xfinity Privacy Preferences Center.
Account owners and other authorized users
We may share information about a customer's account and use of a Service to the primary account owner following appropriate authentication. The primary account owner may also allow others to see information on the account.
To provide and support the Services, sometimes we use other companies as service providers to transmit, collect, process, or store information for us. We require these service providers to treat the information we share with them as confidential and to use it only for providing their services to us. These include:
BILLING AND COLLECTION PROVIDERS
Such as payment processors and organizations that assist us in assessing your credit and payment status
ACCOUNTING, AUDITING, AND TAX PROVIDERS
PROFESSIONAL SERVICES PROVIDERS
Such as firms that provide consultative services, assist with improving our programming, provide legal services, or supply project-based resources and assistance
Including entities that analyze traffic to and on our websites, analyze how our Services are used, and assist with identifying and communicating with potential customers
MARKETING, ADVERTISING, AND SALES
Entities that assist us in creating and executing marketing, advertising, and sales programs, including order application processing, and printing, mailing, and electronic communications services
Such as entities that assist with security incident verification and response, service notifications, fraud prevention, identity verification and management, and authentication
INFORMATION TECHNOLOGY PROVIDERS
Such as entities that assist with website design, hosting, and maintenance, data and software storage, and network operations
CUSTOMER SERVICE SUPPORT
Including services related to our call centers, installation, maintenance, and repair services
We do not sell, and have never sold, information that personally identifies who you are to anyone. Although permitted by federal law, we do not disclose your name and address to non-governmental entities, such as charities or businesses, for their own marketing purposes.
Sometimes, you may ask us to share information that personally identifies you with another company. In that instance, we will make sure you give us clear direction about what you want us to share and with whom, before we share that information.
Other sharing with third parties can include:
SOCIAL MEDIA COMPANIES
ONLINE ADVERTISING PARTNERS
cookies and other technologies on our online Services, please see the Cookies Notice.
AUDIENCE MEASUREMENT AND ANALYTICS COMPANIES
We work with business partners to help us measure and analyze how our customers are using our Services. For video, this includes assessing which programs are most popular, how many people watch a program to its conclusion, whether people are watching advertisements, and what programming and video content we will carry on the Services. It also includes determining how our customers prefer to view certain kinds of programming when they use our Services, such as whether they like to watch certain programs live, or if they prefer to view them on demand, on mobile devices, or online. Our business partners may compile this information into reports with aggregated and anonymous statistics that are then made commercially available (for example, a ratings report that indicates what percentage of viewers watched a particular program live vs. on-demand). Xfinity Stream includes Nielsen's proprietary measurement software, which will allow users to contribute to market research, like Nielsen's television ratings. By visiting www.nielsen.com/digitalprivacy, users can access more information about the measurement software and learn about their choices with regard to Nielsen's measurement.
NON-XFINITY APPS AND PARTNERS
CONSUMER REPORTING AGENCIES
We disclose information that personally identifies you to consumer reporting agencies that may be subject to other laws, including the Fair Credit Reporting Act. These disclosures may include information that helps validate your identity, such as your name, current and former addresses, contact information, Social Security number, government-issued identifiers, your payment history and account status, and other identifying information.
PUBLIC SAFETY AUTHORITIES
If you have our Xfinity Voice service, Comcast will disclose your name and contact information to public safety authorities such as 911/E911 and related emergency services.
DIRECTORY SERVICES, ASSISTANCE, AND CALLER ID
Your name, address, and telephone number may be sent to publishers to be printed in directories and posted in online directories. Once that information is printed or posted online, it is outside of our control and may be sorted or repackaged and made available again in different formats by anyone, including data aggregators, for a variety of purposes, including marketing. For a fee, you can choose to have a nonpublished number, which means that Comcast will not provide your name, address, and telephone number for publishing in the phone book and online directories. You can also choose to have a published number, but choose the "omit address feature," which means we will not provide your street address for publishing in the phone book and online directories. If initiating service online, select "non-published" option, otherwise call 1-800-XFINITY to sign up.
We may also make your number, name, and address available to directory assistance (411) providers. If you have a nonpublished number, Comcast will not make your number available through directory assistance. Comcast may still share your name and address with the 411 provider when specified by law (but the provider is not authorized to share your (non-published number).
Please note: While the non-published feature will keep your name, address, and telephone number out of printed and online directories over which Comcast exercises control, even a non-published phone number may exist in databases not controlled by Comcast - if, for example, your present telephone number or address was previously published under your name, or if you provided this information to businesses or government agencies. One way to help protect your privacy may be to request assignment of a new telephone number (with which your name has not previously been associated). You may also want to activate Caller ID Blocking or select the do-not-call option.
Caller ID provides your name and telephone number to the person you are calling - even if you have a non-published number. Per Line Caller ID Blocking will automatically block Caller ID for all calls you make from your registered telephone number and can be activated by calling 1-800-XFINITY. Per Call Caller ID Blocking will block name and number on a per-call basis and can be activated by dialing *86 before each call you want to block.
POTENTIAL PURCHASERS OF OUR BUSINESS
GOVERNMENT AND OTHER ENTITIES WHEN REQUIRED BY LAW OR TO PROTECT COMCAST AND OTHERS
There are times when we may be required by law to disclose information about you to third parties. This may happen with or without your consent, and with or without notice, in compliance with the terms of valid legal process such as a subpoena, court order, or search warrant.
If you subscribe to our Xfinity Video service, Comcast may be required to disclose information that personally identifies you to a governmental entity in response to a court order. In this case, the Cable Act requires that you be given the opportunity to appear in a court proceeding to contest any claims made in support of the court order, and the governmental entity must offer clear and convincing evidence that you are reasonably suspected of engaging in criminal activity and that the information sought would be material evidence in the case. For more information, see "Your Rights and Our Limitations Under Federal Laws."
If you subscribe to the Xfinity Internet, Voice, Mobile, or Home security and automation Services, Comcast may be required to disclose information that personally identifies you to a governmental entity in response to a subpoena, court order, or search warrant, depending on the type of information sought. We may be prohibited from notifying you of any such disclosures by the terms of the legal process.
A non-governmental entity, such as a civil litigant, can seek information that personally identifies you or your use of the Xfinity Video, Internet, or Voice Services only pursuant to a court order, and we are required by the Cable Act to notify you of such court order. If Comcast is required to give information that personally identifies you to a private third party in response to a civil court order for these or other Services, we will notify you prior to making such disclosure unless legally prohibited from doing so.
We may also disclose information that personally identifies you as permitted by law and without your consent when it is necessary to protect our customers, employees, or property; in emergency situations; or to enforce our rights under our terms of service and policies.
We follow industry-standard practices to secure the information we collect to prevent the unauthorized access, use, or disclosure of any personal information we collect and maintain. These security practices include technical, administrative, and physical safeguards, which may vary, depending on the type and sensitivity of the information. Although we take the responsibility of safeguarding your personal information seriously, no security measures are 100% effective and we cannot guarantee that these practices will prevent every unauthorized attempt to access, use, or disclose your information. Comcast also takes additional steps to increase the security and reliability of customer communications. We do not read your outgoing or incoming email, file attachments, video mail, private chat, or instant messages. However, we (along with our service providers) use software and hardware tools to help prevent and block "spam" emails, viruses, spyware, and other harmful or unwanted communications and programs from being sent and received over Comcast.net email and the Comcast Services. To help protect you and the Services against these harmful or unwanted communications and programs, these tools may automatically scan your emails, video mails, instant messages, file attachments, and other files and communications. We do not use these tools for marketing or advertising.
We keep your personal information for different lengths of time depending on the type of information and the business and legal requirements. For example, if you are a customer, we keep information that personally identifies you as long as you subscribe to one or more of our Services. If you no longer subscribe to a Service, we still may need that information for business and legal requirements, such as to protect against fraud, calculate taxes, or respond to legal requests. Other information is deleted automatically after a set period of time, often set by law, unless we are legally required to hold it longer, such as for pending litigation. We destroy, de-identify, or anonymize the information when it is no longer needed in identifiable form.
You have many choices about how we communicate with you and how we use or share your information. You can manage these settings in the Xfinity Privacy Preferences Center. If you change your mind, you can update your preferences any time.
For your convenience, we have created the Xfinity Privacy Preferences Center where you can manage:
- how we process personal information linked to your account for certain uses associated with audience measurement, analytics, and personalized advertising for third-party products and services based on your interests
- whether we use your sensitive personal information for personalized recommendations, advertising, and marketing
- your preferences regarding which cookies are stored by our website in your browser when you visit
- your preferences regarding communications, offers, and notifications from us
You can find out more about the choices you have and set your preferences. If you change your mind, you can return any time to update it. Some of the choices are limited to our use of certain customer information and may require you to sign in to your account.
If you subscribe to Xfinity voice service, when you are interacting with one of our customer service representatives, such as on a call, in our offices, or during an online chat session, we may ask you for your oral consent to the use of your customer proprietary network information or “CPNI” for the purpose of reviewing your account and providing you with an offer for other products and services. If you provide consent, Comcast may use your CPNI only for the duration of that telephone call or discussion 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.
Additional privacy preferences may be available to you on the devices you use to access the Services.
Part of our commitment to transparency includes giving our customers access to the personal information we have about them. If you subscribe to our Services, you have the ability to see and correct your personally identifiable information through your online account services.
All individuals may also make requests to access and correct certain personal information, and to have us delete certain personal information through our Privacy Center by visiting www.xfinity.com/privacy/requests.
If you subscribe to an Xfinity Service, you may correct or update information in your account or by contacting us as described below. If you are an Xfinity Home customer, you can also correct or update your contact and emergency information in the Xfinity Home app. We will correct our records once we have verified that the changes you request are proper.
If you subscribe to Xfinity TV, Internet, or Voice services and would like to see your own personally identifiable information, other than your customer proprietary network information (CPNI), you may do so at your local Comcast office. To do so, please contact us by mail at the address below or by phone 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 during regular business hours. You will need to have proper identification and will only be able to see the personally identifiable information in your account and no other account.
If you make a written request for a copy of your Xfinity Voice or Mobile CPNI, we will provide you with the relevant information we have by mailing it to your account address, or to any person authorized by you, if we reasonably believe the request is valid. However, subscribers to our Xfinity Voice and Mobile Services should be aware that we generally do not provide them with records of any inbound or outbound calls or other records that we do not 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 us.
Comcast reserves the right to charge you for the reasonable cost of retrieving and photocopying any information or documents that you request, where permitted by law.
The federal Cable Act imposes limitations on our collection and sharing of information that personally identifies you when you subscribe to Services that use the facilities of the Comcast cable system. The Communications Act imposes restrictions on our use and sharing of CPNI when you use Services that are deemed telecommunications services.
The Cable Act and Personally Identifiable Information
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 at Comcast_Privacy@comcast.com 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 remedies may be available to you under federal or other applicable laws as well.
The Communications Act and CPNI
Section 222 of the Communications Act of 1934, as amended (the "Communications Act"), provides additional privacy protections for information about the quantity, technical configuration, type, destination, location, and amount of your use of telecommunications services, including Xfinity Voice and Mobile Services, and the information about those services contained on your bills for those Services. This information is known as customer proprietary network information or "CPNI". CPNI does not include your name, address, or telephone number, which is defined by the Communications Act as "subscriber list information". However, that information is otherwise considered personally identifiable information.
If you are a customer of Xfinity Voice or Mobile Service, or another Service that is subject to these requirements, you have the right, and Comcast has a duty, under the Communications Act and other applicable laws, to protect the confidentiality of your CPNI. In addition, the FCC's rules provide additional privacy protections and choices regarding use and sharing that are specific to our Voice and Mobile service that we describe in this Policy.
Your privacy may be impacted differently depending on where you live. If you're a resident of one of the following places, select your location to review the additional privacy notice and information that applies to you.