With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers.

Thanks to a leak of an internal customer service script, we know exactly what reps are supposed to tell them. For starters, Comcast employees are not supposed to use the phrase "data cap" to describe the 300GB monthly limit, since customers are allowed to use more than that as long as they pay extra. They're also supposed to tell customers the limits are about fairness, not about preventing network congestion.

If a customer happens to ask about treatment of Netflix video and net neutrality, they will be routed to someone else.

"If a customer calls in with any questions associated with the usage policy and how it relates to Net Neutrality, Netflix or observations about how XFINITY services are or are not counted relative to third party services, do not address these items with the customer," the script says. "Immediately escalate to the Customer Security Assurance (CSA) Team."

Customers are also transferred to the CSA team if they ask whether Comcast treats its own video services differently from Netflix and other online services. They get transferred if they dispute an overage charge, if they ask what counts against their data plans, or if they ask how many customers exceed the 300GB limit. (It's reportedly 8 percent of customers, up from 2 percent in late 2013.)

The leaked script is available in full on reddit.

"Everything in those documents is consistent with what we’re saying both internally and externally," a Comcast spokesperson told Ars. The script appears to come directly from Comcast's "Einstein" system for customer service representatives.

Customers who use more than 300GB in a month are automatically charged $10 for each additional block of 50GB. For now, customers are given three "courtesy months" in which they can exceed the cap without penalty.

Customers in certain trial markets can pay $30 to $35 extra per month for unlimited data or choose a "flexible data option" that provides a $5 discount if a customer uses less than 5GB per month, while charging an extra $1 for each gigabyte beyond 5GB.

Here are some more highlights, detailing how Comcast reps should answer a variety of questions:

Why are you trialing usage-based billing? The Internet ecosystem is changing constantly and we decided back in May 2012 to replace our static 250GB usage threshold with more flexible data usage management approaches that offer more choice, flexibility and fairness for all customers. Customers can choose to use as much Internet as they want, and those who choose to use more pay more, while those who use less can pay less. The vast majority of ISPs, large and small, have some version of data usage plans in place. Will the homeowner be accountable for visitors' data usage via the XFINITY WiFi Home Hotspot on the homeowner's wireless gateway? No. The data usage of visiting users (over the xfinitywifi network signals) is tied back to the visitors' accounts, not the homeowner's. Homeowner's activities and data usage on the Home Hotspot are tied to the homeowner's account. Does XFINITY WiFi hotspot usage count towards the customer's data plan? Not currently, Data usage via XFINITY WiFi and Cable WiFi hotspots (over the xfinitywifi or cablewifi network signals) does not currently count towards the customer's XFINITY Internet data plan. With the Unlimited Data Option, is there a limit to how much data I can use? With our data plan trials, your XFINITY Internet data usage is never limited. By default, your data plan includes 300GB per month, with an unlimited number of additional 50GB blocks of data provided as needed for $10 each. If you choose to enroll in the Unlimited Data Option, you will pay a flat fee per month regardless of how much data you actually use. That way, you can have the certainty of knowing exactly what your bill will be each month. Can I sign up/upgrade to business class to avoid usage charges? Our Business Service is intended for commercial use only. If you are not using the Internet for commercial use, then the residential service is the correct package for you. If you are running a small business from your residence, a commercial package may better meet your general Internet needs as such plans currently do not have an enforced data plan. Note that our terms of service prohibit the use of residential service for business use.

There you have it. Now you know exactly what Comcast will tell you before you even pick up the phone.

Listing image by Oran Viriyincy.