This is the discussion I just had on the phone with Comcast. (Paraphrased from memory, but it is very close to verbatim. I remember conversations very
vividly for an hour or two after I've had them.)
Me: I received a letter in the mail saying that my digital voice usage exceeds normal residential usage policy. Can you clarify what this means and
what I can do about it?
Comcast: Well sir, we do have a limit for acceptable residential usage of 5,000 minutes in a one month period. Anything above that we classify as
commercial usage, which is prohibited for residential subscribers. Your two options, unfortunately, are to curtail your usage so that you bring it
into compliance with the policy, to purchase a business subscription, which I'd be happy to set up for you if you'd like, or we will have to proceed
to account termination.
Me: Well, can you explain something to me? When I signed up with Comcast, I was told that I had unlimited long distance calling with this plan. 5,000
minutes a month, given a 30 day month, is 2.7 hours a day. Does that sound particularly unlimited to you?
Comcast: Well sir, it is unlimited long distance calling, that is correct. However, we polled thousands and thousands of Comcast subscribers, and
determined that the average residential usage for a normal phone user is far below what you have been using. So there is that 5,000 minute limitation,
and unfortunately there is no opt-out or exception. This is our policy.
Me: Well, I'm trying to be as polite and constructive as possible so please forgive me if this comes out the wrong way. But my understanding is that
in the English language, words have definitions. The word unlimited has a specific definition. You're telling me that what I in fact have is limited
long distance calling. No one ever told me this. I was never sent this policy in a bill, since I have e-billing. And while the policy technically is
on the site - now that I know to look for it - no one ever directed me to it before this, and there was no reason to ever go hunting for it in the
multiple links unrelated to my bill that I would have to sift through to find it. There was no fine print back when I signed up suggesting this.
Comcast: Well sir, this policy took effect in July of 2011, and has been in effect since that time. I don't know what to tell you other than, your
usage is commercial, and not residential, and that is prohibited under the terms of your current subscription.
Me: I understand that. But I can assure you that there is no commercial usage happening here. Again, the definition of the word commercial is not an
arbitrary criteria of minutes spent talking in a month. The word commercial means, by definition, that there is business and money making happening on
my phone. I can assure you that it is not.
Comcast: Well sir, our records indicate otherwise.
Me: What do you mean your records indicate otherwise? Do you have proof that I have been conducting commercial business on my phone? I can assure you
that you don't, since it hasn't happened.
Comcast: Well sir, our records indicate usage that is consistent with commercial usage, and we unfortunately can't simply take your word on that, I'm
Me: So before I was a valued customer, and now I'm a liar?
Comcast: Sir, I can't really comment on that. All I can do is inform you of our policy, and that it will be enforced if you do not being your usage
back into compliance with that policy.
Me: Well obviously I will, because I have no choice. This is our only phone. We can't afford a business plan, and we can't afford to lose this phone.
So I'll be doing what you're telling me to. I have no choice or power over the matter. But can you at least, as a person, as a human being,
acknowledge that this is incredibly unfair and contradictory?
Comcast: I can't really comment on that, sir. Is there anything else I can do for you today?
Me: Apparently not. Have a nice day, sir.
edit on 11/13/2012 by AceWombat04 because: (no reason given)
edit on 11/13/2012 by AceWombat04 because: (no reason