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Comcast Customer Privacy Notice for Cable Services - Information and FAQs

Comcast recently revised the Comcast Customer Privacy Notice to better reflect the ways in which technology and the ways we deliver our cable services to our customers have evolved over the last few years. Customers can read the full privacy notice at http://www.xfinity.com/Corporate/Customers/Policies/CustomerPrivacy.html.

Frequently Asked Questions

Why did Comcast revise the Comcast Customer Privacy Notice?
The Federal Communications Commission (the "FCC") recently issued an order that changes the way the law applies to certain services Comcast provides. Specifically, the FCC now classifies broadband Internet access services, including Comcast's XFINITY Internet service, as telecommunications services. This means that a different part (Title II) of the Communications Act of 1934 (the "Communications Act"), including certain laws about protecting customer data and customer privacy in Section 222 of the Communications Act, applies to these services. Section 222 of the Communications Act regulates the use of certain information about how customers use telecommunications services ("Customer Proprietary Network Information" or "CPNI"). Before the FCC issued its recent order, Section 222 only applied to information about use of voice services. We revised the Comcast Customer Privacy Notice, which applies to Comcast's Cable Video, High-Speed Internet, Phone and Home Security Services, to reflect the broader application of Section 222 of the Communications Act.

How will Comcast treat my XFINITY Internet information differently?
The FCC has not yet provided rules for the application of Section 222 to customer information collected through broadband Internet access services. At this time, Comcast has not changed its practices and continues to adhere to the laws, regulations, and policies described in the Comcast Customer Privacy Notice. If new rules are approved by the FCC that require any changes to Comcast's practices, we will describe our revised practices in a further revision to the Comcast Customer Privacy Notice.

Are there any other changes to the Comcast Customer Privacy Notice?
We have also made a few small clarifications about the ways in which Comcast may use customer information including activity data.

Which Comcast products and services does the privacy notice cover?
  • Cable Video
  • High Speed Internet Service
  • Phone and communications services
  • Home security

It does not apply to any other products, services or websites.

Is there another privacy policy for web services and apps?
Yes, you can read the privacy policy for Comcast's web and apps services at http://xfinity.comcast.net/privacy/.

What data does the privacy notice say that Comcast collects?
The privacy notice explains that the technology used to deliver Comcast cable services generates information about the use of the services, just as web sites, web services, and other digital technologies do. We collect this information in a de-identified manner, without personally identifiable information except for transactional purposes like completing a pay per view purchase, for example. We call this data "Activity Data."

In addition to the Activity Data described in the privacy policy, Comcast may collect certain personally identifiable information in order to provide services to customers. For example, we may request personally identifiable information when customers request, turn on and use our services. This may include:
  • A customer's name
  • Service address
  • Billing address
  • Email address
  • Telephone number
  • Driver's license number
  • Social security number
  • Bank account number
  • Credit card information

When we provide customers with phone services we also collect certain customer proprietary network information, or CPNI, which includes the kind of information that is typically included in monthly telephone bills, including location and type of service, technical configuration of service, and the amount of service used and calling patterns.

How have Comcast's privacy practices evolved?
Comcast's privacy practices and its commitment to customers have remained the same, since the company follows the strict privacy requirements of the Cable Communications Policy Act. As the technology used to deliver services to customers has evolved, the explanations for Comcast's privacy practices have developed as well.

The privacy notice includes additional and updated information about the ways we deliver our products and services to customers; and collect, use, store and share customer data. Specifically, the privacy notice explains that our cable systems generate information about the way customers use our services and that we collect this activity data in a de-identified manner, without personally identifiable information.

What does the notice say about how Comcast uses the information it collects?
The privacy notice explains our collection and use of the activity data generated as a result of the way video services are now delivered. We explain that we use this information to deliver services and troubleshoot when there are service issues.

For instance, we use this data to better understand how our customers use our products and services so that we can improve those services, deliver relevant content and advertising to our customers, and provide de-identified or aggregate reports to advertisers and programmers.

The notice also explains the ways we enhance and combine data to deliver and improve our products and service, including that we may use data from customers' use of online services and web sites with data about use of our cable video services. This helps us determine how best to offer and deliver our products to customers.

We may also combine information about customers' use of cable video services with other information, such as demographic information and advertiser information, to help us deliver relevant content and advertising.

We do not share personally identifiable information about subscribers, or the activities of identified individual subscribers, with programmers or advertisers unless subscribers consent.

How does Comcast use information about customers' use of cable video services on websites and mobile applications?
We may compare or combine information such as activity data we receive when customers use cable video services with information about their use of XFINITY websites and mobile applications.

We may also compare or combine this information or data with that generated by 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 the places we offer them.

What can I do if I do not want information about my use of Comcast services, or my account, to be used to deliver relevant ads?
Ad groups are groups of customers that we believe - based on our use of demographic or advertiser data, or based on use of our products and services - may be interested in particular advertising.

If you do not want to be included in "ad groups," you may opt out online or by phone. For more information, please see Your Advanced Advertising Preferences at www.xfinity.com/adservices, where you can opt out of ad groups.

Note: You will still receive advertising of general interest and Comcast will continue to send you Comcast marketing messages based on the way you use our products and services and the information we collect about them.

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 customer or us.

How can I see my personally identifiable information (or CPNI) and correct it, if necessary?
You may examine and correct your personally identifiable information that is collected and maintained by Comcast in our regular business records - generally billing and account records - if necessary. If you are able to reasonably demonstrate that we have collected inaccurate information, we will correct it.
  • If you have Internet access, you may view and change certain information by going to www.xfinity.com/myaccount and signing in with your XFINITY username and password.
  • If you are a home security customer, you can go to the XFINITY Home Subscriber Portal at www.xfinity.com/xhportal to view and change information.
  • You may also contact us at 1-800-XFINITY to arrange to see your information at a local Comcast office.

If you make a written request for a copy your CPNI, we will disclose the information we have to the address we have on record for that account. This may not include detailed call records or other information that is not typically provided in a bill.

When and to whom may Comcast disclose information that identifies a customer (personally identifiable information)?
Comcast considers the personally identifiable information in our business records to be confidential.

The Cable Act authorizes Comcast as a cable operator to disclose personally identifiable information to deliver services or conduct legitimate business activity related to services provided to subscribers, and when required by law or legal process to do so.

The Cable Act also authorizes cable operators to provide a list of names and addresses of subscribers for mailing list purposes (subject to subscribers' rights to limit this disclosure).

We may provide personally identifiable information for business purposes including billing and collections, maintenance and repair, service delivery and customization, among others.

We may disclose this information to our affiliates or others who work for us, to outside auditors, professional advisors, service providers and vendors, potential business merger, acquisition, or sale partners and regulators.

When we provide personally identifiable information to any third parties for these purposes, we do so under a contract to protect the information and how it may be used.

We may also be required by law to disclose certain personally identifiable information about customers to lawyers and parties in connection with litigation and to law enforcement personnel.

How can I stop promotional communications from Comcast by phone, mail, or email?
You may contact us at 1-800 XFINITY and ask us to put your name on "do not call" and "do not mail" lists.

You may also choose not to receive promotional emails by going to www.xfinity.com/preferences and following directions provided. You will still receive service-related messages from us.

How can I agree or decline to have my CPNI used to market additional products and services to me?
You may be asked during a phone call with a Comcast representative whether you wish to permit us to use information about how you use our communications products and services to sell you other products and services we offer. We will continue to deliver services to you in the same way, whether or not you give us permission to use this information.

What can I do if I think my privacy rights have been violated?
If you believe we have violated the Cable Act or other applicable laws and that violation has affected you, we encourage you to contact us directly to resolve your concerns. You may also enforce the limitations imposed on us through the Cable Act through a civil lawsuit seeing damages, attorneys' fees and litigation costs. You may also have other remedies under federal or other laws.

For questions and comments, please contact us at:
Phone: 1-800-XFINITY
Website: http://customer.xfinity.com/contact-us/
Comcast Cable Communications, LLC
Attn: Law Department - Customer Privacy Notice
One Comcast Center
Philadelphia, PA 19103-2838

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