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How Comcast deals with customers who ask about Netflix or net neutrality

Comcast Document Leak

Picking apart Comcast’s business and policies has become an Internet pastime as subscribers blow off steam following years of poor customer support, but the recent document leak has taken things to an entirely new level. We discussed the leaked Comcast document a few times last week, and one of the biggest revelations to come of it was the upsetting admission that Comcast’s 300GB data caps have absolutely nothing to do with network congestion.

But the leaked Comcast documents have more information to offer, including an interesting tidbit that discusses how the company responds to customer inquiries covering touchy subjects like Netflix and net neutrality.

MUST READ: The biggest problem with Comcast’s data caps, which roll out to 8 new cities next month

Comcast’s data cap program is getting most of the attention from this document leak, and rightfully so. The carrier quietly revealed last week that it would be expanding its 300GB data caps to eight new cities beginning December 1st — merry Christmas, Comcast subscribers — and then internal documents confirmed what we all knew. Comcast’s 300GB data caps have absolutely nothing to do with network congestion, which is really the only potentially rational argument in favor of caps.

Here’s the relevant excerpt from the leaked document, which is a portion of an internal guide for support staff:

But there are more interesting tidbits to be found. For example, one section discusses certain common questions that customers may call in with that Comcast views as particularly sensitive topics, such as data caps, Netflix and net neutrality. Of course, they are sensitive topics, and Comcast knows as well as we do that subscribers regularly flood popular websites like Reddit and the comments sections on news sites like BGR to complain about Comcast’s policies in these and other key areas.

What’s most interesting about the leaked document, though, is that Comcast doesn’t even trust its customer care reps to discuss topics such as Netflix and net neutrality with subscribers. Instead, front line customer care workers are instructed to hand callers off to a special Customer Security Assurance team when they call to discuss these topics.

Apparently, interactions with Comcast customer care reps have been discussed publicly so many times that the company has decided to take action by controlling any interactions regarding hot button issues much more closely.

Links to the full leaked document can be found below in our source section.

Zach Epstein

Zach Epstein has been the Executive Editor at BGR for more than 10 years. He manages BGR’s editorial team and ensures that best practices are adhered to. He also oversees the Ecommerce team and directs the daily flow of all content.

Zach first joined BGR in 2007 as a Staff Writer covering business, technology, and entertainment. His work has been quoted by countless top news organizations, and he was recently named one of the world's top 10 “power mobile influencers” by Forbes. Prior to BGR, Zach worked as an executive in marketing and business development with two private telcos.