How does Comcast help customers who inadvertently exceed the data threshold?
Some customers who are contacted for exceeding the data threshold are not even aware of the activity that is causing the excessive use. For example, some customers may identify another person in their household, such as a child or roommate, who uses the service in ways that generate excessive use. In other cases, we have found a customer’s personal computer may have been compromised by a virus or bot that uses the computer to send large amounts of spam or to perform repeated bulk transfers of large files. In yet other cases, a customer may have an unsecured wireless router that is being used by another tenant or a neighbor without his or her knowledge. In still other cases, a customer may be using our residential XFINITY Internet service for a commercial or business purpose that is not consistent with the terms of the Acceptable Use Policy for their residential service. In these and other situations, we may be able to assist the customer in identifying and addressing the cause of the e
