The Digital Millennium Copyright Act (DMCA) provides copyright owners with a process for notifying service providers that store or host customer content (like websites and hosting services) of alleged copyright infringements made by their users.
In most cases, these service providers are required to act on valid notifications and to terminate (in appropriate circumstances) subscribers and account holders who are repeat copyright infringers.
Copyright infringement takes a variety of forms, but frequently consists of the unauthorized copying or sharing of files containing music, movies, television shows or computer games.
We’re committed to complying with U.S. copyright laws, and we require all Xfinity Internet customers to comply with them, too. Therefore, our customers and users may not store any material or content, or access, share or distribute any material or content using Xfinity Internet services, in any manner that constitutes an infringement of third-party copyright rights.
To view Comcast’s DMCA Policy, see the xfinity.com/dmca.
DMCA FAQs
What is Comcast’s DMCA Repeat Infringer Policy?
We place accounts of customers for whom we receive multiple DMCA notifications of alleged infringement into a multiple-step DMCA Repeat Infringer Policy. Upon receipt of repeated DMCA notifications in a calendar month, the customer account will progress from one policy step to the next one.
Actions that we may take under the DMCA Repeat Infringer Policy include sending alerts of increased visibility to the account’s customer of record. In order to acknowledge these alerts, we may require the customer to log in to the account or call our support team. We also reserve the right to suspend or terminate, as well as apply other interim measures to, the Xfinity Internet service of any customer for whom we have continued to receive DMCA notifications of alleged infringement even after we have sent repeat infringer alerts. In addition, we may terminate in our sole discretion other Xfinity services provided to these customers when we terminate the Xfinity Internet service under this policy.
Who is a Repeat Infringer under your policy?
We treat any customer account for whom we receive multiple DMCA notifications from content owners as a repeat infringer in accordance with our DMCA Repeat Infringer Policy.
How many DMCA notifications trigger the next step in the Repeat Infringer Policy?
We reserve the right to move a customer account to the next step of the policy upon receiving any number of DMCA notifications from content owners in each month.
How will I be notified about the DMCA Repeat Infringer Policy?
You may receive an email alert to the preferred email address on your account or a letter to your home address. You may also receive a recorded message to your telephone number on file, a text message to your mobile telephone number on file, or another form of communication from us.
Does your DMCA Policy respect my privacy?
Yes. As an Internet service provider, we typically receive notifications of alleged infringement from content owners that include a non-personally identifying set of numbers (known as an Internet protocol or IP address). This IP address is visible to third parties on the Internet and is associated with activity that the copyright owner alleges is infringing. If we can match the IP address on the date and time listed in the content owner's notification with our records, then we may generate a DMCA notification to our customer whose account was assigned that IP address, as well as a repeat infringer alert (if applicable).
We do not disclose any information about a customer's identity to content owners under the DMCA (unless there is a valid court order requiring us or one of our affiliates to do so).
Can my Xfinity services be impacted by the DMCA Repeat Infringer Policy?
Yes. Triggering steps under this policy may result in the following: a form of communication that requires you to log in to your account or call us; a temporary suspension of, or other interim measures applied to, your service; or the termination of your Xfinity Internet service as well as your other Xfinity services (but not Xfinity Mobile).
For issues related to service impact due to the DMCA Repeat Infringer Policy, please contact us at 1-877-842-2112. The hours of our Customer Security Assurance Department are 8:00 a.m. to midnight Eastern Time (ET), seven days a week.
Xfinity Internet FAQs
What happens if my Xfinity Internet service is suspended under the DMCA Repeat Infringer Policy?
If your Xfinity Internet account is suspended, you'll have no Internet access or service during suspension. This means any services and devices that use the internet (e.g., your computer, a tablet, or a gaming console) won't properly work or won't work at all. If you have Xfinity Home service, it'll attempt to switch to cellular backup with reduced functionality while the Internet service is suspended; if cellular service is unavailable, Xfinity Home service won't work. Xfinity Voice will continue to work.
To end the suspension of your Xfinity Internet service, you must call us at 1-877-842-2112. We also reserve the right to apply the suspension for a minimum period, regardless of when you call us. Your regular service charges continue to apply during suspension.
What happens if my Xfinity Internet service is terminated under the DMCA Repeat Infringer Policy?
If you reach the point of service termination, we'll terminate your Xfinity Internet service 14 days from the date of your final notice made under our DMCA Repeat Infringer Policy. If you also have Xfinity TV, Voice, and/or Home services, they'll be terminated at the same time, though you can arrange to reactivate these other services. If you have Xfinity Mobile service, it won't be canceled, but additional charges may apply.
When your services are canceled in connection with a violation of the DMCA Repeat Infringer Policy, we won’t charge you an early termination fee that would otherwise be applicable. Unreturned equipment charges still apply.
How long does the termination of Xfinity Internet under the DMCA Repeat Infringer Policy last?
Termination of Xfinity Internet will be in effect for the period communicated to you, typically no less than 180 days.
When can I reactivate my Xfinity Internet service?
During the termination period your Xfinity Internet service won't be restored for any reason. After this period, if you wish to restore your Xfinity Internet service, you must call us to apply, as we won't automatically restore services to you.
Xfinity Services FAQs
When can I reactivate my other Xfinity services?
You may restore your other services immediately, but not Xfinity Internet service. Your package and services will need to be repriced. Please call us to place a new order.
Can I keep my Xfinity Home service after termination of Xfinity Internet?
Yes. If you would like to maintain your Xfinity Home service, you must (1) arrange for internet service from another provider, and (2) call us to request continued Xfinity Home service and arrange for repricing of your service as required.
You may be able to arrange to keep Xfinity Home even if you cannot get your new internet service activated within the 14-day window before Xfinity Internet terminates. If you arrange to continue your Xfinity Home before your new internet service is activated, your Xfinity Home service will attempt to switch to cellular backup with reduced functionality; if cellular service is unavailable during this time, Xfinity Home service won't work.
Will my Xfinity Mobile service be canceled with the termination of Xfinity Internet?
No, your Xfinity Mobile service will not be canceled.
Following the termination of your Xfinity Internet service, an additional charge per mobile line will apply in accordance with your Xfinity Mobile Customer Agreement, unless you reactivate Xfinity TV or Voice service. If you instead choose to cancel Xfinity Mobile, the balance on the device payment plan will be due, if applicable.
I reactivated my Xfinity Internet service after its termination under the DMCA Repeat Infringer Policy. What happens if I trigger the policy again?
Our DMCA Repeat Infringer Policy always applies to all Xfinity Internet customers. We reserve the right to apply an accelerated version of our multiple-step policy for Xfinity Internet accounts that were previously terminated under our DMCA Repeat Infringer policy. We will apply this policy if we receive new notifications of alleged infringement from content owners about a previously terminated account.
Any subsequent termination of an Xfinity Internet account in these circumstances will be in effect for the period communicated to you, typically no less than 365 days.
Support for the DMCA Repeat Infringer Policy
Where can I get support for this policy?
Contact us at 1-877-842-2112 if you have any questions or concerns related to our DMCA Policy and the Repeat Infringer Policy. A service representative will help you with your copyright-related questions. The hours of our Customer Security Assurance Department are 8:00 a.m. to midnight ET, seven days a week.
Where can I learn more about the risks of websites and apps that offer unauthorized copyrighted works?
Visiting websites or using apps that offer unauthorized copyrighted works may involve significant risks to your cybersecurity. For more information about these risks, visit streamsafely.com.
Additional information
Visit our Online Support Center to find common solutions.
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