Wookalar's Journal: Comcast Branding -- What is it?

I have just got off the chat line with Comcast Cable's technical support. I'm pasting the session below. Obviously I spent some time posturing, but I am curious -- does anyone have any information on the branding software? I'm particularly concerned about the bit regarding encryption at the end.

As you can see I did attempt to get more information a number of times -- in what I hope were different appeal levels. What I got was enough to cause me some concern.

I am aware that iedkcs32.dll is acutally used to customize IE.

Your opinions welcome.

===============chat log pasted here=================

Problem: technician came to work on my modem -- installed w/o my permission branding and software on my computer. I want

instructions on how to get your name off my internet explorer

=================================================================

user david_ has entered room

David(Wed Apr 9 22:53:57 EDT 2008)>technician came to work on my modem -- installed w/o my permission branding and software on my computer. I want instructions on how to get your name off my internet explorer

analyst Nicole has entered room

Nicole(Wed Apr 9 22:54:05 EDT 2008)>Hello david_, Thank you for contacting Comcast Live Chat Support. My name is Nicole. Please

give me one moment to review your information.

Nicole(Wed Apr 9 22:54:27 EDT 2008)>Hey David. Are you referring to the Comcast branding?

david_(Wed Apr 9 22:55:29 EDT 2008)>yes

david_(Wed Apr 9 22:55:47 EDT 2008)>i did not ask for it, and it is not necessary for the functioning of my internet connection.

Nicole(Wed Apr 9 22:54:52 EDT 2008)>That automatically gets put on there with the installation, I can provide instructions how to remove it. One moment please.

david_(Wed Apr 9 22:56:21 EDT 2008)>I DID NOT AUTHORIZE ANY SOFTWARE TO BE INSTALLED, NOR CHANGES TO MY SYSTEM. He was here to install a cable modem not to

david_(Wed Apr 9 22:56:45 EDT 2008)>run any software on my pc. I know from my 20+ years in IT that no software was necessary.

Nicole(Wed Apr 9 22:55:53 EDT 2008)>he didn't install the branding, I assure you. it comes with the internet that the technician installs.

Nicole(Wed Apr 9 22:56:03 EDT 2008)>Here are the instructions to remove it:

Nicole(Wed Apr 9 22:56:05 EDT 2008)>Close all browser windows
Click Start > Run
Type rundll32 iedkcs32.dll,Clear

Nicole(Wed Apr 9 22:56:14 EDT 2008)>Click OK
Reboot the PC
Open Internet Explorer and the Comcast branding is now removed

david_(Wed Apr 9 22:57:55 EDT 2008)>thanks.

Nicole(Wed Apr 9 22:57:10 EDT 2008)>I'm sorry for the frustration, David.

david_(Wed Apr 9 22:58:11 EDT 2008)>however, it was not necessary for him to run any software on my PC.

david_(Wed Apr 9 22:58:19 EDT 2008)>a modem swap does not require it.

david_(Wed Apr 9 22:58:27 EDT 2008)>no software was used to activate it on my computer.

david_(Wed Apr 9 22:58:59 EDT 2008)>it is run through my router, not my pc.

david_(Wed Apr 9 22:59:20 EDT 2008)>And software was installed also.. i have icons on my desktop, and on my start menu that I didn't authorize.

david_(Wed Apr 9 22:59:52 EDT 2008)>(I know you didn't do it, but i'm very angry that this was done unnessarily).

Nicole(Wed Apr 9 22:59:21 EDT 2008)>Sorry about that David. Any software that was installed can be deleted if you wish.

david_(Wed Apr 9 23:00:37 EDT 2008)>yes.

Nicole(Wed Apr 9 22:59:48 EDT 2008)>Is there anything else I can assist you with tonight?

david_(Wed Apr 9 23:00:52 EDT 2008)>BUT i should not have to delete software off my PC that *I* never installed.

david_(Wed Apr 9 23:01:00 EDT 2008)>That is an invasion of property at the least.

david_(Wed Apr 9 23:01:32 EDT 2008)>God only knows what iedkcs32.dll is actually doing -- it is an unauthorized piece of software attached to my internet explorer that is running w/o my knowledge.

david_(Wed Apr 9 23:01:48 EDT 2008)>(obviously I don't think it is any other than annoying), but I have no way of knowing this.

Nicole(Wed Apr 9 23:01:00 EDT 2008)>you can contact your local office and file a complaint against the technician if you would like.

david_(Wed Apr 9 23:02:03 EDT 2008)>It could well be violating my constitutional right to privacy and forwarding

david_(Wed Apr 9 23:02:08 EDT 2008)>information I choose to not share.

david_(Wed Apr 9 23:02:35 EDT 2008)>I think a complaint to comcast for instructing him in this unnessecary change in my system is

in order

david_(Wed Apr 9 23:02:52 EDT 2008)>not the technician -- he was doing as he was told. It is a managment, and marketing issue

Nicole(Wed Apr 9 23:02:25 EDT 2008)>Would you like me to forward this issue to my manager?

david_(Wed Apr 9 23:03:30 EDT 2008)>So i'm sure it wasn't acutally the local office

david_(Wed Apr 9 23:03:44 EDT 2008)>i'm just angry and your the unlucky one to have answered my tech request.

david_(Wed Apr 9 23:03:53 EDT 2008)>I am thankful for you telling what to do to get rid of it.

david_(Wed Apr 9 23:04:03 EDT 2008)>just I am mad that I had to have to ask.

Nicole(Wed Apr 9 23:03:03 EDT 2008)>it's a legitimate complaint.

david_(Wed Apr 9 23:05:01 EDT 2008)>You could forward this to someone higher up to review if you want .. might make a difference,

though I doubt it -- unless someone needs to realize that activities like this are questionably legal.

Nicole(Wed Apr 9 23:04:25 EDT 2008)>I will make sure to forward this issue to my manager, not a problem.

Nicole(Wed Apr 9 23:04:31 EDT 2008)>We get a lot of complaints about it.

david_(Wed Apr 9 23:05:32 EDT 2008)>ethically dubious at the least.

david_(Wed Apr 9 23:05:33 EDT 2008)>

david_(Wed Apr 9 23:06:14 EDT 2008)>anyway, i do thank you. I will press OK soon as we close this. Thank you for being nice,

and reasonable for me and sending the answer.

david_(Wed Apr 9 23:06:43 EDT 2008)>What I would ask your manager is to add the instructions fro removal of this to the

Frequently Asked Questions, or the knowledge base

david_(Wed Apr 9 23:06:56 EDT 2008)>I did try to find an answer before I came to you via this method

Nicole(Wed Apr 9 23:06:18 EDT 2008)>That's a good suggestion. Yeah, you can't find it anywhere on the site, it's for our eyes

only haha.

david_(Wed Apr 9 23:07:29 EDT 2008)>The uninstall of the rest of the software in the control panel at the least should remove

this as well. Every piece of code should be deleted, and every registry key needs to go away.

david_(Wed Apr 9 23:08:12 EDT 2008)>i mean really -- a piece of software? totally unneccessary if ALL it does is put your name

on my IE title bar

david_(Wed Apr 9 23:08:47 EDT 2008)>a registry setting should accomplish that. Thus I'm specifically concerned about other

actions it maybe doing behind my back as it were

Nicole(Wed Apr 9 23:08:05 EDT 2008)>I assure you, it wouldn't do anything else but be an annoyance.

david_(Wed Apr 9 23:09:05 EDT 2008)>not being a software engineer, I can't tell.

david_(Wed Apr 9 23:10:07 EDT 2008)>Unfortunately with what SONY has done w/ their CD's in recent history, I wouldn't put it past

any corporate suit to have the most nefarious attachements in some such other wise inoccuious appearing piece of software.

david_(Wed Apr 9 23:10:33 EDT 2008)>Like i said -- if it only needed to change the title bar - it is over kill. I find it hard to

believe it only has that one purpose.

Nicole(Wed Apr 9 23:09:38 EDT 2008)>I don't blame you for being concerned at all.

david_(Wed Apr 9 23:11:46 EDT 2008)>anyway, thanks for your time. I will poke around at it, and see what if any info is easily

extractable before I delete it entirely

Nicole(Wed Apr 9 23:11:10 EDT 2008)>Okay, well good luck removing it all.

Nicole(Wed Apr 9 23:11:20 EDT 2008)>I'll be sure to forward your comlpaints on to my manager.

Nicole(Wed Apr 9 23:11:24 EDT 2008)>complaints**

david_(Wed Apr 9 23:12:50 EDT 2008)>any other things you know that ishould also look at? If i find something else hidden and

running... i'll be really annoyed

Nicole(Wed Apr 9 23:12:36 EDT 2008)>haha. No, I don't believe there is anything else you will find, other than the weird

encryptions that came with the branding software.

david_(Wed Apr 9 23:13:56 EDT 2008)>what the hell does "branding" need with encryptions?

david_(Wed Apr 9 23:14:08 EDT 2008)>the only thing you encrypt is traffic you don't want intercepted and encoded..

Nicole(Wed Apr 9 23:13:09 EDT 2008)>I have no idea, to be totally honest.

david_(Wed Apr 9 23:14:17 EDT 2008)>Right..

david_(Wed Apr 9 23:14:31 EDT 2008)>(i mean i belive you, but i don't believe it it is harmless any more)

Nicole(Wed Apr 9 23:13:51 EDT 2008)>I'm not even sure why they use that branding, everyone asks to remove it.

david_(Wed Apr 9 23:15:31 EDT 2008)>I'll have to bring this up on slashdot and see if anyone there has insights.

Nicole(Wed Apr 9 23:14:45 EDT 2008)>Not familiar, sorry.

david_(Wed Apr 9 23:15:52 EDT 2008)>slashdot.org

david_(Wed Apr 9 23:16:10 EDT 2008)>news for nerds, and stuff that matters.

david_(Wed Apr 9 23:16:13 EDT 2008)>

Nicole(Wed Apr 9 23:15:26 EDT 2008)>News for Nerds... Nice.

Nicole(Wed Apr 9 23:15:33 EDT 2008)>Just our cup of tea eh? haha.

david_(Wed Apr 9 23:16:46 EDT 2008)>yep.

david_(Wed Apr 9 23:17:10 EDT 2008)>so.. about the encryptions. is that embeded in what the remove command will resolve or is

there something else I need to address.

Nicole(Wed Apr 9 23:17:03 EDT 2008)>I believe everything will be removed with the command prompt I've given you. It removes the

branding, so I would assume it would remove everything that was installed along with the branding software.

david_(Wed Apr 9 23:18:48 EDT 2008)>ok. well, thanks for your time, and who knows -- maybe we'll be on slashdot soon.

david_(Wed Apr 9 23:18:58 EDT 2008)>our 15miliseconds of fame