On December 31, 2007 the Insight Communications of Bloomington, IN was acquired by the Comcast Corporation. Having been a customer of Insight, I was continually delighted by the competition-beating speed of the High-Speed Internet service. The standard Insight speed was 10mbit/1mbit (down/up), but the Comcast is slightly slower with 8mbit/768kbit (down/up). The mailer that was sent out about the acquisition was quite clear that the Insight speeds would remain. They were not telling the whole truth.

The Insight speeds will remain only as long as you do not make any modification to your services. The moment your account is changed by the Sales Department, your HSI configuration will be changed to the Comcast standard. For the more technically savvy of the bunch, on the Bloomington TFTP servers, there are currently a group of modem configuration files named "dXX_m_M_insightstandard_c01.cm" (where XX is the DOCSIS version and M is the model number of the modem) that correspond to the grandfathered accounts. Once you modify your service, you will be given a configuration named "dXX_m_M_insightbasic_c01.cm". The significance of the new names is that they are not "dXX_m_M_silver_c01.cm" as are used by authentic Comcast customers. In other words, I’m saying that the switch was deliberate because a special set configuration files were made.
The bait and switch was classic. I was called by a Comcast representative who kindly wanted to let me know that I was overpaying on my service. “Oh really?” I replied. “Yes, you can now get basic cable and pay $6/mo less than your current service,” the woman told me. Of course I said, “well then, please change that.” *BOOM* I got scammed by Comcast Corporation. I’m not sure why it didn’t alarm me that Comcast called me to make my bill cheaper. In retrospect, it’s obviously because they are saving a large amount of money on not having to upgrade the infrastructure to support the extra bandwidth. As near as I can tell, the Comcast Corporation defrauded a large portion of their customer base with similar offers to “upgrade” their service, when in reality they were only intending on downgrading it subtly.
I am currently in the process of playing phone tag with Comcast representatives. Besides the fact that their Telephone Support is terrible, they cannot agree about the issue internally. I spoke with two members of the tech support group who understood my explanation and explicitly agreed with my assessment of how the change came about, but neither could offer me a solution because they believed it was a “sales” issue. The Sales Department was unavailable by phone. The clerk at the local office failed to understand my complaint, did not believe me, and told me no one on-site could handle my inquiry; she took my phone number and promised that someone would respond to me within the next 24 hours.
I’ll make updates as I go along, but I wanted to get the word out because I don’t imagine many people are aware of this yet..
UPDATE (04.04.08): This afternoon, I met with Jeff Harrington, the Technical Manager with the Bloomington instance of Comcast. He insisted that the speeds shouldn’t have changed, but then was unaware of the “insightstandard” and “insightbasic” configurations; however, he spoke with another member of the technical staff who confirmed what I said, that the configured rates were reduced, but made the rather dubious claim that they were functionally unchanged. In other words, the modem is told 768k, but it should perform at 1m! Crazy. I asked him if he was talking about SpeedBoost, and he said that was not it. He attempted to say that the diagnostic information can say one thing, but perform entirely different.. I don’t believe he really knew all the details and was trying to get past that point to discuss a potential remedy. However, he agreed that I lost the grandfathered status by modifying my account. So, in fact, he agrees with me that it will change, but not.. cause somehow 768k=1m..
He also asserted that 80% of the customers would not notice the change. This is a point I agree with, but on principle, I am disgusted by the idea. I told him that it was a bit shady to change the level of service like that, as a company policy. I fully agreed with him that the woman who called me was unaware of the impact the upgrade would have on my account and that the individuals involved were not intentionally defrauding customers. However, the grandfather policy itself, being so fragile (and not being explicit with customers about the nature of it), is negligent. The mailer said the speeds would remain the same, and I am certain nobody in Bloomington (except me) has asked, “are they going to stay that way forever?” I tried to suggest they inform their customer base, but he cited that 80% figure to me. Nevertheless, I don’t believe it is Jeff’s job or within his capacity to inform the public of the policy, so I can’t fault him for his lack of outrage.
My only hope is that I have informed the public of this policy..