said by Dillz85 :

Facts. Not Talking Points.

said by funchords :

Rob, you're usually not wrong about such things, but I think that you may be wrong about this one. I'm not sure if you work for the company, for a contractor of the company, or if you're just well acquainted with them and not connected at all.

If you are connected, please go get the official line from your legal department. The TOS simply does not say, "No servers, at all." (If that were the intent, it would be clearer and simpler if it did say exactly that, wouldn't it?)

In addition to the TOS language, there is also an FCC policy statement that has some powerful effect of force. So Comcast has to walk a tight line. (I believe the FCC policy statement has a nullifying effect on the TOS, but I'm also obviously one very biased opinion.)

The question you are answering does seem to be a difficult one to parse, since it is a business use, but it is not a public service or server.

said by Dillz85 :

We’re putting a tremendous amount of effort into improving our customers’ experiences with us, and we know we need to continue to work harder to increase customer satisfaction.
Our goal is to answer our customer’s questions and fix their issues the FIRST time they contact us. We use customer feedback to help improve the way we deliver service.

For example, we’re:

Hiring more customer service agents and technicians than we have at any other time in our 45-year history to meet increased demand, driven by our Triple Play of video, high-speed Internet and digital voice services.

Giving our technicians new tools like laptops and handheld devices that help them work more efficiently.

Expanding the number of morning and late evening appointments.

Increasing the number of technicians working on Saturdays and Sundays (something most satellite contractors don’t offer).

Agents now have access to a diagnostic/troubleshooting portal on their desktops allowing them to perform a remote “health check” and fix customers’ Comcast Digital Voice (CDV) and/or Comcast High-speed Internet (CHSI) service issues without ever sending a technician to a customer’s house and provide our customers with a one time resolution to their problems.

We have implemented a “Whole Home Check” service to eliminate the need for additional technician visits to the customer’s home.

The “Whole Home Check” enables a technician to check, update or fix all Comcast services in the home. The technician will not leave until all of the customer’s products have been given a clean bill of health.

said by Rob :

Comcast's official policy is no servers, at all, allowed on their network.

said by supergirl :

Just a thought, but maybe you should have "emergency" tech service to fix full outages. And, don't give me that crap you don't know if they are fully out. If the Power Company can say, "Yes, You're Out...we'll be out to fix it now", you can.

said by quintin3265 :

I agree that Comcast's customer service, in terms of people wanting to help, does seem to be improving. The representatives themselves are very friendly and supportive every time I've called. However, that doesn't change the fact that they lack understanding of Comcast's basic policies.

Throwing 15,000 representatives at the issue, or providing the best software tools in the world, isn't going to solve anything when the representatives this information. I called three people and none of the CSRs knew anything at all about Comcast's apparently widespread bandwidth cap limitations. One actually said that she had "never heard of that before." (!)

Last year, when I lived near a big city, I called Comcast to ask if it was acceptable for me to run a small webserver for testing by a few people before I delivered the consulting project to a customer. One technician said that Comcast had no issue with running servers. Another said that running any kind of server (I suppose this includes hosting a brief online game, too) was prohibited by Comcast's terms of service. Another tech said that someone was actually running a large-scale server somewhere in the neighborhood, but they couldn't figure out who it was. Which rep am I to believe?

What kind of company that claims to "care" about customer service doesn't educate its CSRs in its policies? No matter how many representatives Comcast hires, I won't change my opinion of the company until I can finally get an honest answer out of people.

said by supergirl :

Just a thought, but maybe you should have "emergency" tech service to fix full outages. And, don't give me that crap you don't know if they are fully out. If the Power Company can say, "Yes, You're Out...we'll be out to fix it now", you can.

said by Dillz85 :

The “Whole Home Check” enables a technician to check, update or fix all Comcast services in the home. The technician will not leave until all of the customer’s products have been given a clean bill of health.

said by Dillz85 :

Hiring more customer service agents and technicians than we have at any other time in our 45-year history to meet increased demand, driven by our Triple Play of video, high-speed Internet and digital voice services.