Internet Data Caps

The data caps you recently imposed on your customers are consumer unfriendly and your justifications for adding them is not only unconvincing but also insulting to your customer base.

If network expansion is truly a priority, the substantial year-over-year record profits already being generated should more than suffice to cover these costs without penalizing customers.

Data caps restrict the freedom of your customers to fully utilize the internet, impacting everything from remote work and online education to entertainment and communication. These caps are particularly problematic now where high-speed internet access is not just a luxury but a necessity for daily life.

I urge you to reconsider this policy and to prioritize the needs and satisfaction of your customers over profit margins. Removing these unnecessary data caps would demonstrate a genuine commitment to providing high-quality service and maintaining customer trust.

Responses

XfinityAmandaB

Official Employee

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2.1K Messages

11 months ago

user_16houe Thank you so much for your post on data usage options. Most of our customers have had a 1.2 Teabyte data plan included in their services for some years now. The 1.2 Terabyte Internet Data Usage Plan does not apply to Internet Essentials, Internet Essentials Plus, Internet Essentials Partnership Program, Xfinity Prepaid, Gigabit x10, xFi Complete, or Unlimited Data Option customers. The Plan also does not apply to internet provided under Comcast Business accounts or Bulk Internet arrangements. The Plan is not applicable in our Northeast markets, including CT, DE, MA, MD, ME, NH, NJ, NY, PA, VA, VT, WV, the District of Columbia, and parts of NC and OH.

If you are not in one of the states listed above or one of the types of customers that are exempt there has been the 1.2 Terabyte plan for your services and has not changed recently.

We offer one courtesy month per 12-month period, so you won't be billed the first time you exceed 1.2 TB in a month. This means the first month you exceed 1.2 TB, you won't be charged for overages, no matter how much you use during that month. You'll only be subject to overage charges if you exceed 1.2 TB for a second time in 12 months. The 12-month period begins the first time you exceed 1.2 TB.

If you don't exceed 1.2 TB more than once in a 12-month period, you'll receive another courtesy month applicable during the following 12-month period. However, if you use more than 1.2 TB two times in a 12-month period, no more courtesy months will be given.

You can keep track of your courtesy month count on your Usage Meter in your account.
Once your courtesy month has been used, the next time you exceed 1.2 TB in a month (and any subsequent times it's exceeded in a month), you'll be notified by email and text message that you’ve exceeded your data usage plan amount. A block of 50 GB will be added to your account, and a $10 charge will be applied to your bill automatically.

You'll be charged $10 each time we provide you with an additional block of 50 GB of data, with a limit of $100 per month. You can find all this information here: https://www.xfinity.com/support/articles/data-usage-plan

user_16houe

3 Messages

Oh I'm very aware of the policy and when it was enacted. "Recent" is a relative term, isn't it? Relative to the 20 so years I've been a Comcast/Xfinity customer, a data cap applied within the last few years is quite recent. And it was as [Edited: "Language"] a business practice when it was implemented, as it is now. That hasn't changed.

I don't care that I'm offered a courtesy month. I don't care about the minutiae of the plan. I care about the fundamental crux of the plan - the fact that there is a cap at all. [Edited: "Inflammatory"

(edited)

11 months ago

XfinityThomasA

Official Employee

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2.3K Messages

We appreciate your feedback and choice in service providers, user_16houe. Feedback, good or bad, helps us make improvements not only to the customer experience but to products and services as well. Your feedback has been heard, and documented here. Thank you for voicing your concern, and for joining us here on the Forums.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 months ago

Again

Expert

•

31.4K Messages

@user_16houe

Oh I'm very aware of the policy and when it was enacted. "Recent" is a relative term, isn't it? Relative to the 20 so years I've been a Comcast/Xfinity customer, a data cap applied within the last few years is quite recent. And it was as [Edited: "Language"] a business practice when it was implemented, as it is now. That hasn't changed.

I don't care that I'm offered a courtesy month. I don't care about the minutiae of the plan. I care about the fundamental crux of the plan - the fact that there is a cap at all. [Edited: "Inflammatory"

Actually, Comcast has had a data cap in place in all the time you've been a customer. It's just been raised several times over the years.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

11 months ago

user_16houe

3 Messages

Comcast had a data cap in some states. Not in mine.

11 months ago

Customer Service

user_16houe

Internet Data Caps

XfinityAmandaB

user_16houe

XfinityThomasA

Again

user_16houe

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