Customer Equipment Definition, Remote Access, and Firmware Updates
Customer Equipment encompasses hardware, software, or services not leased from Comcast (including expressly purchased devices, but excluding unreturned leased equipment). Subscribers authorize Comcast to remotely access Customer Equipment (such as modems, gateways, and routers) to configure, inspect, or push firmware downloads and updates, which may alter, add, or remove device features or service functionality.
Supporting quotations
“Customer Equipment” means software, hardware, or services used in connection with the Services that we (or our agents) do not provide or lease. Customer Equipment also includes certain equipment that you purchase from us (or our agents) under an express sale agreement. Customer Equipment does not include Xfinity Equipment for which you have paid an Unreturned Equipment Fee (as defined in Section 7(b) below).
You agree that we (or our agents) may access your Customer Equipment in order to configure, maintain, inspect, or upgrade it, set up Services, or install or download software. For example, we may send software, downloads, or updates remotely to modems, gateways, and routers. These updates may change, add, or remove features or functionality of your Customer Equipment or the Services.
Qualifications & exceptions
Excludes leased equipment even if unreturned equipment fee paid
Updates may alter, add, or remove device/service features
Security & Safeguards · Restriction or exception
Prohibition on Network Tampering, Signal Leakage, and Unauthorized Attachments
Subscribers are prohibited from using services for unlawful purposes, transmitting illegal material, tampering with or modifying the network/services, connecting unauthorized devices, or attaching anything to inside wiring or equipment that impairs signal quality or causes signal leakage.
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Using the Services, directly or indirectly, for any unlawful purpose or in violation of any applicable policy that we make available to you;
Using the Services to transmit, communicate, or store any information, data, or material in violation of any law, rule, or regulation;
Tampering with, making any unauthorized connection to, or modifying any part of our cable network or the Services for any purpose;
Attaching any unauthorized device to our cable network or the Services;
Attaching anything to the Inside Wiring, the Xfinity Equipment, or Customer Equipment that impairs the integrity of our cable network, that degrades our cable network’s signal quality or strength, or that creates signal leakage; or
Qualifications & exceptions
Prohibits unlawful use, tampering, unauthorized connections, and devices causing signal degradation or leakage
Security & Safeguards · Restriction or exception
Prohibition on Unauthorized AI Agent Deployment and Automated Interactions
Comcast strictly prohibits allowing, enabling, or deploying any AI Agent (defined as software taking autonomous, semi-autonomous, or programmatic action) to access, interact with, scrape, download, or take action on services, accept terms on the customer’s behalf, or engage in phone/support interactions with Comcast without express permission.
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Allowing, enabling, or causing the deployment of an AI Agent (unless we expressly grant you permission otherwise) to access, use, interact with, or take action on any of the Services. Examples include obtaining information from, making requests of, monitoring, copying, downloading, scraping, or data mining the Services; accepting or consenting to any terms or agreement with us on your behalf; or engaging in support or sales interactions with us regarding the Services, such as verbal interactions via telephone. “AI Agent” means any software or service that takes autonomous, semi-autonomous, or other programmatic action on behalf of, or at the instruction of, you or any other person or entity.
Covers scraping, programmatic requests, automated agreement consent, and verbal phone support bots
Security & Safeguards · Company practice
Incorporation of Acceptable Use Policies and Discretionary Traffic Blocking
Services are subject to external policies incorporated by reference, including the Software License Agreement, Internet Acceptable Use Policy, and Privacy Policy, which Comcast may amend with or without notice. Comcast reserves the right to limit or block service usage as deemed necessary to prevent network harm, fraud, or abuse, or as provided by law.
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In connection with your use of the Services, if you need to access third-party software or hardware, you will be subject to third-party terms and conditions. Certain components of the Services are also subject to our Software License Agreement, available at [xfinity.com/terms/license](https://www.xfinity.com/terms/license).
Your use of certain Services may also be subject to acceptable use policies, available at [xfinity.com/policies](https://www.xfinity.com/policies). For example, our Acceptable Use for Xfinity Internet Policy is available at [xfinity.com/Corporate/Customers/Policies/HighSpeedInternetAUP](https://www.xfinity.com/Corporate/Customers/Policies/HighSpeedInternetAUP). To understand how we collect and use information through the Services, please read our privacy policy, available at [xfinity.com/privacy/policy](https://www.xfinity.com/privacy/policy).
We may amend these policies and agreements from time to time, with or without notice to you. You should consult these policies and agreements regularly to comply with the most recent versions. We incorporate these additional policies and agreements (including any amendments) into this Agreement by reference. WE RESERVE THE RIGHT TO LIMIT OR BLOCK ANY SERVICE USAGE AS WE DEEM NECESSARY TO PREVENT HARM TO OUR NETWORK, FRAUD, OR OTHER ABUSE OF THE SERVICES, OR AS OTHERWISE PROVIDED BY LAW.
Qualifications & exceptions
External AUP, software license, and privacy policies incorporated by reference
Comcast may block or limit usage to prevent network harm, fraud, or abuse
Security & Safeguards · Restriction or exception
Disclaimer of Liability for Malware, Virus Scanning Software, and Service Call Fees
Subscribers are solely responsible for protecting their equipment against viruses and malware. Comcast may run virus detection software (with no warranty of complete detection or removal) or terminate services if malware harms the network. Subscribers are responsible for service call charges caused by customer malware, and Comcast disclaims all liability for hardware/software damage, data loss, or virus removal attempts.
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Software or applications installed on your Customer Equipment, downloaded to your Customer Equipment, or available through the Internet may contain viruses or other harmful features. It is your sole responsibility to take appropriate precautions to protect your Customer Equipment. We may, but are not required to, terminate all or any portion of the Services if a virus or other harmful feature, bug, or software is present on your Customer Equipment and/or causes harm to the Services. We may, in our sole discretion, install or run software to check for viruses and other harmful features, including on your Customer Equipment. We make no representation or warranty that any virus check software will detect, correct, or resolve any or all viruses. You may incur additional charges for any service call related to a virus or other harmful feature detected on your Customer Equipment. WE AND THE RELEASED ENTITIES WILL HAVE NO LIABILITY WHATSOEVER FOR ANY DAMAGE TO OR LOSS OF ANY HARDWARE, SOFTWARE, FILES, OR DATA RESULTING FROM A VIRUS, ANY OTHER HARMFUL FEATURE, OR FROM ANY ATTEMPT TO REMOVE IT.
Qualifications & exceptions
Customer solely responsible for malware protection
No warranty that Comcast virus scanners will detect or fix viruses
Billable service charges apply for virus-related service calls
Complete disclaimer of liability for malware or removal damage
Security & Safeguards · Restriction or exception
System File Modifications, Customer Backup Requirement, and Data Loss Disclaimer
During installation or service configuration, Comcast may modify system files on customer equipment or Xfinity equipment without guaranteeing normal operation or file preservation. Subscribers assume the risk of failing to maintain independent backups, and Comcast disclaims all liability for data loss, corrupted files, or software damage resulting from system file modifications.
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As part of the installation process for software and other components of the Services, we may need to modify system files on Xfinity Equipment or your Customer Equipment. We may make these modifications in connection with installing software or applications, or allowing access to our online portals. We make no representations, warranties, or covenants as to whether these modifications or this software will disrupt the normal operations of the Services or your Customer Equipment, including causing the loss of files. FOR THESE AND OTHER REASONS, YOU ACKNOWLEDGE AND UNDERSTAND THE IMPORTANCE OF BACKING UP ALL FILES TO ANOTHER STORAGE MECHANISM. YOU UNDERSTAND AND ACCEPT THE RISKS IF YOU DECIDE NOT TO BACK UP FILES. WE AND THE RELEASED ENTITIES WILL HAVE NO LIABILITY WHATSOEVER FOR ANY DAMAGE TO OR LOSS OF ANY SOFTWARE, FILES, OR DATA RESULTING FROM OUR MODIFICATIONS TO SYSTEM FILES AND/OR INSTALLATION OF SOFTWARE OR OTHER COMPONENTS OF THE SERVICES.
Qualifications & exceptions
Comcast may modify system files on customer equipment
Customer assumes full risk of not maintaining independent backups
Complete disclaimer of liability for software, file, or data loss