Dear Comcast @Home Customer,
As you may know, Excite@Home, the Internet service provider for Comcast
@Home, filed for Chapter 11 bankruptcy protection at the end of September
2001. During this process, we are committed to keeping you informed about
any new developments and to providing you with the best high-speed Internet
service.
This month, Excite@Home petitioned the Bankruptcy Court for permission
to terminate agreements with its cable affiliates - including Comcast,
Cox and AT&T - on November 30, 2001. If the Court grants Excite@Home's
request, there could be a temporary disruption in the services Excite provides
to the more than four million customers served by its North American affiliates.
Please be assured that we value your business and are doing everything
possible to ensure that there will be no interruption of your Comcast @Home
service. Additionally, we have taken the following steps to minimize any
inconvenience should a temporary service disruption occur as a result of
the Court's ruling:
* Toll-free Customer Information Hotline (1-888-433-6963): you can call
in for the latest updates as we work to quickly resolve any issues.
* Web Site Message Center at
www.comcastonline.com/info.htm: we will provide
online updates and an FAQ section to answer your questions.
* Automatic Account Credits: we will credit your account automatically,
so you will be properly reimbursed for any time you are without service.
We also have been working to develop a Comcast-managed network that will
provide you the always-on cable-powered, high-speed Internet service you've
come to enjoy. We will make this new service available as quickly as possible
and will provide you with more details in future correspondence.
Five years ago, Comcast became one of the first cable companies to offer
customers high-speed Internet service. We remain committed to providing
you with high quality service both now and in the future and thank you
for choosing Comcast.
Sincerely,
David Juliano
Sr. Vice President & General Manager
COMCAST @HOME FAQS
How can I connect to the Internet if my service is interrupted?
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We recommend that you take advantage of Comcast's Connection Backup Program
to obtain free dial-up and e-mail service as a temporary alternative.
Visit
www.comcastonline.com/info.htm today to sign up for service. (This
service requires that you have a phone modem.)
What will happen to my personal Web page ?
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As a safety precaution, you should always backup your personal Web page
to a CD or hard drive. For detailed instructions, please visit
www.comcastonline.com/info.htm.
What should I be doing right now?
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1. Back up your personal Web page.
2. Check your @Home e-mail daily. Opened messages will be saved automatically
to your hard drive.
3. Take advantage of Comcast's Connection Backup Program.
What will happen to any e-mail sent to me if my service is interrupted?
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We are hopeful that Excite@Home would store and hold your @Home e-mail
until the service is restored. However, we cannot guarantee that this
will happen as Excite@Home controls the e-mail servers.
What should I do with my Comcast cable modem?
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In the unlikely event of a service interruption, you should leave your
modem connected to your computer until service is restored. If you lease
your modem from Comcast, we would automatically issue a credit for both
service and equipment rental during any service interruption.
What should I do if there is a temporary service interruption?
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1. Call the Comcast toll-free hotline at 1-888-433-6963 for regular status
updates.
2. Connect to the Web through Comcast's Connection Backup Program and visit
www.comcastonline.com/info.htm for Web updates.