When "All You Can Eat" Has Secret Limits

A disturbing trend is on the rise: Users that sign up for "unlimited" broadband internet access accounts are being told that they're using too much bandwidth. Then comes the Catch-22: When they ask how much is too much, they're told there is no limit. And yet there is.

Comcast cut off Amanda Lee's internet service last month after being given a verbal warning along these lines. In January, this Comcast user was abruptly terminated after receiving a similar warning. (You'll find more such stories by searching for them casually.)

In both of the above cases, Comcast maintains there's an "Acceptable Use Policy," which gives some indication as to how much of its service you can use before you cross the threshold of "unlimited." But Comcast wouldn't say what that limit was. (Most observers believe it's in the realm of about 200GB per month.)

As a Comcast customer (and, obviously, a heavy internet user), I was a little concerned: Without net access, I'd be in deep, deep trouble, and I've been very satisfied with Comcast since I jumped from DSL to its cable service a year ago. But where was this Acceptable Use Policy? I finally found it, here. It's 3,746 words and eight pages long and loaded with all manner of prohibitions, from computer hacking to posting "embarrassing, distressing," or "vulgar" information online.

On page five you'll find the bandwidth clause: "You further agree to comply with all Comcast network, bandwidth, and data storage and usage limitations. You shall ensure that your bandwidth consumption using the Service does not exceed the limitations that are now in effect or may be established in the future. If your use of the Service results in the consumption of bandwidth in excess of the applicable limitations, that is a violation of this Policy." But at no time does it say what those limitations actually are.

Keeping it vague of course works in Comcast's favor: It can turn off any account at any time by citing this clause. 

While it's easy to dismiss these users as outliers or service abusers, remember the promises of broadband service, and even Comcast's own advertising: With a single line, you'll be able to download movies, watch TV, use VOIP phone service, and more. I send large backups over the internet regularly, watch streaming videos from Netflix, and more. How many movies a month are OK in addition to my regular online activities?

On one hand I understand Comcast's need to police its service from abusive users, but secret rules and abrupt disconnections simply aren't the way to do it.