It looks as though Comcast has fired a few employees for talking out of script.
In the wake of the discovery that Comcast is blocking some peer-to-peer traffic (and even blocking some Lotus Notes e-mails), the company is attempting to keep the PR machine well-oiled by giving customer tech support reps some talking points. And if they deviate from the script and admit that Comcast has been using Sandvine to send forged TCP reset packets, they’re likely to lose their jobs.
Ars has heard from multiple Comcast employees since the story broke, and they’re all telling us the same thing. They’re supposed to tell customers asking whether Comcast limits access to BitTorrent that the ISP doesn’t block access to any application, including BitTorrent. Furthermore, tech support workers are supposed to toe the party line at all times, or they’ll be fired. “Management informed anyone that discussed this issue with any customer or press associate that it would lead to termination,” an internal tier 2 tech support worker told Ars on the condition of anonymity.