Testimony Of

Jim D’Innocenzo Vice President of Legislative Affairs Cable Communications

February 11, 2009

Before The Pennsylvania House Consumer Affairs Committee

Good morning chairman Preston, chairman Godshall and members of the House Consumer Affairs committee. My name is Jim D’Innocenzo and I am the Vice President for Legislative Affairs for Comcast. Thank you for the opportunity to be with you today.

As mentioned earlier, Pennsylvania is the proud birthplace of the cable industry. Today and for the past 40 years, it is Comcast’s home and as a result remains the birthplace of the latest cutting-edge video, voice and Internet technology.

Comcast, the largest corporation headquartered in PA based on market capitalization is the leading provider of cable, entertainment and communications products and services in Pennsylvania and the nation.

Primarily, we are involved in the development, management and operation of broadband cable networks and the delivery of programming content. We continually develop and deploy a range of new technologies and programming as part of our ongoing effort to improve the services we offer to our customers located in 39 states and the District of Columbia. Here in Pennsylvania, we serve customers in about 1,375 Pennsylvania municipalities in parts of 46 of Pennsylvania’s 67 counties.

We are at the center of the digital home. Our network is available to over 50 million US households, offering a growing variety of interactive, converged services to consumers, including:

Video – Comcast delivers the best television viewing experience with our combination of the industry’s leading Video (VOD) service, an integrated Digital Video Recorder (DVR) service and the best High Definition (HD) television experience with the most choices. We offer unparalleled choice and control—a killer combination our competitors can’t match. We are well underway with Project Infinity, which is our vision to give consumers the ability to watch any movie, television show, user generated content or other video that a producer wants to make available On Demand. Project Infinity will continue the evolution of time-shifted viewing that began with the huge success of our On Demand service. On Demand has fundamentally changed the way people watch TV. Its explosive growth is driving HD growth. We launched On Demand about 5 years ago in a handful of markets with a few hundred choices. Today, we have more than 10,000 On Demand

Testimony of Jim D’Innocenzo, Comcast 2-09-09 page 1 programming choices available each month to effectively all of our customers, and we recently surpassed the eighth billionth On Demand view.

High-Speed Internet – Comcast High-Speed Internet is the nation’s leading residential broadband Internet service delivered over our advanced fiber-optic network. It offers cross-platform features with the best speeds, reliability and online content. Serves more customers with higher speeds than any other company in the U.S. Converging with phone and video to create new and convenient ways for our customers to access the communications tools, entertainment and content they want, when and where they want it. Continually increase Internet speeds at no additional cost to customers. Provide hundreds of dollars worth of value-added features through Comcast.net, such as McAfee Security Software, Games Channel with access to, The Fan, Rhapsody Radio, Comcast PhotoCenter and safe, fun activities just for kids. Evolving from broadband to wideband with DOCSIS 3.0, Will deliver faster speeds of up to 100 Mbps to our customers over the next couple of years with the capability of delivering higher speeds of 160 Mbps or more in the future.

Voice – Comcast’s IP-enabled digital voice service is the first home phone service to deliver a seamless and converged communications experience across all of Comcast’s services (including cable and high- speed Internet) and customers’ devices. It also offers customers digital-quality phone service with unlimited direct-dial local and domestic long-distance calling (including Canada, Alaska, Hawaii and Puerto Rico), Web access to voicemail, E911 service, and 12 popular calling features plus enhanced voicemail. One of the fastest growing phone companies in the country, now providing consumers with a real choice CDV customers can save hundreds of dollars annually on phone service when compared to some offers from the RBOCs o According to a November 2007 Microeconomic Consulting and Research Associates (MiCRA) study, consumers have already saved $23.5 billion, including $13 billion in 2007

Testimony of Jim D’Innocenzo, Comcast 2-09-09 page 2 alone, from increasing facilities-based phone competition provided by cable companies Delivers all of the functions of traditional phone service, but packs features that are integrated with other Comcast services. Universal Caller ID to the TV and PC - If customers are watching TV or surfing the web and the phone rings, they will be able to identify the caller, their phone number – and with one click – be able to set controls, such as the snooze setting so as not to interrupt their program or surfing.

In addition, the Comcast Programming Group manages the company’s content networks with a focus on building programming brands that leverage our unique multi-platform expertise to deliver cable television programming and non-linear content to targeted demographics.

And, Comcast Interactive Media develops and operates Comcast’s portfolio of Internet businesses focused on entertainment, information and communication, including Comcast.net, thePlatform, Fandango and .

I have had the opportunity to present testimony to this committee on previous occasions. During each of those times I talked about the growth of our company (Comcast added nearly 6,000 jobs in Pennsylvania since 2003) and the ever-increasing number of Pennsylvania employees we are adding to our work force.

Comcast is proud to be headquartered in Pennsylvania and to have a workforce of about 12,000 employees in the Commonwealth but unfortunately; I do not have a job growth announcement to share with you today.

Although we have had some reduction in forces, let me assure you our customer facing employee workforce continues to grow.

In order to keep people employed and our company growing, we recognize that we need to retain those customers across America who depend on us for information, entertainment and communications every day. We to do everything we can to keep our products working, acknowledge if something goes wrong and fix it quickly.

We serve over 24.6 million customer households, the vast majority of which receive service without issue year-after-year However, we

Testimony of Jim D’Innocenzo, Comcast 2-09-09 page 3 recognize that sometimes things don’t go as planned and when that happens it’s important for you to know what you can expect from us.

We’re listening to our customers, and they tell us that we need to do better, which is why we are fundamentally changing the way we do business in order to improve customer satisfaction.

Although we are committed to improving our customer’s experience with us, this change may take some time. We believe this is a journey that we will continue into the future and against which we will measure our success.

Our company-wide effort to improve service and satisfaction is ongoing and is focused on several key initiatives, including:

Our new Customer Guarantee which lets our customers know what they can and should expect from us. It outlines our promises to customers if we don’t live up to their expectations. The Guarantee, which will be implemented throughout our service territory in the coming months, (below) is our unprecedented public commitment to our customers.

The Comcast Customer Guarantee We are committed to providing you with a consistently superior customer experience. If for any reason something goes wrong, we will work to resolve the issue as quickly and professionally as we can.

We make the following guarantees

1. We will give you a 30-day, money-back guarantee on all our services. If you’re not satisfied and wish to cancel service for any reason, you can do so in the first 30 days and get your money back. Simply return all equipment in good working order and we’ll refund the monthly recurring fee for your first 30 days of service and any charges you paid for standard installation.

2. We will treat you and your home with courtesy and respect. Our technicians will display their Comcast identification clearly when they arrive at your home. They will be trained and equipped to complete the job on the first visit. Our Customer Account Executives will be courteous and knowledgeable when you contact us.

Testimony of Jim D’Innocenzo, Comcast 2-09-09 page 4 3. We will answer your questions at your convenience. You can contact us 24 hours a day, 7 days a week regarding any service-related issue by calling 1-800-COMCAST or in any of the following ways: Online via Ask Comcast Live Chat online with a Comcast technician Online Community Forum Send us an email and receive a response within 24 hours

4. We will offer easy-to-understand packages and provide you with a clear bill. Our packages are designed to be straightforward. A call or visit to our website makes it easy to find a package that’s right for you. We aim for the same clarity with our bills. You may view your monthly statement and service details anytime by visiting www.comcast.com.

5. We will continually offer the best and most video choices. We’re working hard to bring more choices to our customers instantaneously by using the full power of our advanced network and decades of television experience. We will use ON DEMAND to bring customers dramatically more content choices, including more movies, more sports, more kids programs, more network TV shows and more HD than anyone else.

6. We will quickly address any problem you may experience. After the first visit to your home, if we do not satisfactorily complete installation or can’t resolve a routine issue, we will extend a complimentary service to your account. Additionally, we won’t charge you for a service visit that results from a Comcast equipment or network problem.

7. We will schedule appointments at your convenience and be mindful of your time. As a courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled visit during the appointment window, we will credit $20 to your account.

We have 375 million customer interactions a year… And Our Goal Is To Get It Right Every Time!

Thank you for the opportunity to be here with you today.

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