| Talking points for today. Talking points for today.
Terry Crouse
Director, National Support Center
Comcast Cable, Inc.
1500 Market Street
West Tower, 28th Floor
Philadelphia, PA 19102
Office: 215-***-****
Mobile: 610-***-****
*****@cable.comcast.com
_____________________________________________
From: Talking Points Dist Ctr
Sent: Friday, October 19, 2007 1:45 PM
To: [CHQ -- Customer Service Talking Points]; [EAS - EasternDiv Talking Points]
Subject: Special Bulletin--HSI Customer Access to BitTorrent
Importance: High
Friday, October 19, 2007
ONLINE INFORMATION
Comcast High-Speed Internet Customer Access to BitTorrent
An in-depth AP story suggests Comcast is hindering its customers? ability to use BitTorrent, a peer to peer file sharing application. Comcast does not block access to any applications, including BitTorrent.
We respect our customers? privacy and we don?t monitor specific customer activities on the Internet or track individual online behavior, such as which websites they visit. Therefore, we do not know whether any individual user is visiting BitTorrent or any other site.
Customers may call in to inquire about limited or blocked access to such applications. Please use the attached updated talking points to address these questions.
>
___________________________________________________________________________________________________
Caryn Williams
Customer Care Communications Specialist
National Customer Service
Comcast Cable Communications
1500 Market Street
Philadelphia, PA 19102
215.***.**** office
SOURCE Publishers Guidelines
Document Status
NEW Posting UPDATE/ REPLACE existing content on this topic
Customization
YES NO
Rationale: Announcement applies to entire Comcast footprint, so no customization is necessary.
Impacted Audience
Customer Technical Operations
CAE/ Call Center Other:
Date Issued
10/19/07
Date to be Posted
10/19/07
Author
Caryn Williams (*****@cable.comcast.com)
Date to Archive
Local Publisher to Determine
Type of Communication
New Product Promotions/Campaigns Good News
Crisis/ Alerts Changes to Processes
Compliance or Regulated information
YES NO
Suggested Key Word Search
BitTorrent, AP, block, peer to peer, file sharing, Comcast, HSI, High-Speed Internet
CAE Talking Points
[BitTorrent]
Headline
Comcast High-Speed Internet Customer Access to BitTorrent
Summary/ Overview [of Topic]
An in-depth AP story suggests Comcast is hindering its customers’ ability to use BitTorrent, a peer to peer file sharing application.
Specifics
Comcast does not block access to any applications, including BitTorrent.
We respect our customers’ privacy and we don’t monitor specific customer activities on the Internet or track individual online behavior, such as which websites they visit. Therefore, we do not know whether any individual user is visiting BitTorrent or any other site.
We have a responsibility to provide all of our customers with a good experience online and we use the latest technologies to manage our network. This is standard practice for ISPs and network operators all over the world.
We rarely disclose our vendors or our processes for operating our network both for competitive reasons and to protect against network abuse.
Impact to Comcast
Due to this article, customers may call in to inquire about limited or blocked access to BitTorrent and other peer-to-peer applications.
Customer Q&A
Listed below are some anticipated Customer Questions with suggested responses. Use Verbatim Use as Guidance
IF Customers asks...
THEN respond...
I read that Comcast is limiting customer access to BitTorrent. Is this true?
No. We do not block access to any applications, including BitTorrent. We also respect our customers’ privacy and don’t monitor specific customer activities on the Internet or track individual online behavior, such as which websites they visit. Therefore, we do not know whether any individual user is visiting BitTorrent or any other site.
We have a responsibility to provide all of our customers with a good experience online and we use the latest technologies to manage our network. This is standard practice for ISPs and network operators all over the world.
Are you working with Sandvine as these reports claim?
We rarely disclose our vendors or our processes for operating our network both for competitive reasons and to protect against network abuse. |
