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Google Fiber Prices Announced in Austin: No Surprises – 5/1Mbps Free, 1Gbps $70/Month

Phillip Dampier November 25, 2014 Broadband Speed, Competition, Consumer News, Google Fiber 2 Comments

google fiberAustin residents will receive Google Fiber service under three rate plans: $70 for 1,000/1,000Mbps or 5/1Mbps at no charge after paying a $300 construction fee. A package including television costs $130 a month.

Google Fiber announced its prices this week in anticipation of a December launch in the capital city of Texas. But Google Fiber will arrive with at least two competitors beating them to the gigabit space: Grande Communications and AT&T.

Austin is the first city in the country to have three concurrent gigabit providers. Only Time Warner Cable has elected to sit out the city’s gigabit broadband fight. Google Fiber is expected to face stiffer competition in Austin than in Kansas City and Provo, where it also operates gigabit fiber networks. AT&T U-verse with GigaPower matches Google’s $70 price and San Marcos-based Grande Communications beats it, charging $64.99 for its 1,000Mbps service.

Google is sweetening the deal by converting the former home of a children’s museum into a “Fiber Space,” a community center at 201 Colorado Street – hosting concerts, community meetings, and clubs, in addition to showcasing Google’s fiber network.

As with AT&T’s gigabit U-verse upgrade, only a limited number of residents in Austin will initially be able to get the new fiber service. Google is initially lighting up areas in south and southeastern Austin. For some, the wait to eventually sign up could take up to several years as Google slowly builds out its network in the city of 885,000 people.

Comcast on a Store Building Spree; Could Become as Ubiquitous as Verizon Wireless Outlets

Phillip Dampier November 24, 2014 Comcast/Xfinity, Consumer News 2 Comments

xfinity-store-cottman-600xx4608-3072-0-192Although it is unlikely to rival Starbucks, Comcast has launched a significant number of store openings in eastern Pennsylvania and New Jersey to handle customer support, bill payments, and equipment exchanges.

Last week the cable company held a special reception to open its 4,000-square foot Xfinity Store in the Roosevelt Mall in northeastern Philadelphia.

The small format stores will resemble the kinds of small stores wireless companies like AT&T and Verizon run to handle customer issues and put the latest equipment on display.

Comcast now operates more than 500 stores nationwide and in October announced it would accept walk in equipment returns at any of the 4,400 UPS Stores. Customers will be able to return unwrapped/unboxed equipment at no charge just by dropping it off.

Comcast has been notorious for its understaffed customer care centers that often force customers to stand in long lines, sometimes extending out the door.

Merger Live or Die, Time Warner CEO Robert Marcus Cashes In: Nets $2.3 Million in Stock Sale

Phillip Dampier November 24, 2014 Consumer News, Time Warner Cable 1 Comment
Marcus

Marcus

Time Warner Cable CEO Robert D. Marcus is a winner if he stays CEO of an independent Time Warner Cable or an even bigger winner if his efforts to sell the company to Comcast are eventually successful with regulators.

Marcus will enjoy a Thanksgiving holiday with his money — including an extra $2,272,320 he just won from a sale of 16,000 awarded shares of Time Warner Cable stock, sold at an average price of $142.02 a share on the open market.

He still has plenty of Time Warner Cable stock left — 61,281 shares worth nearly $9 million. If Time Warner Cable is ultimately sold to Comcast as he hopes, Marcus will walk away from the company after less than one year as its CEO with a golden parachute package worth at least $80 million.

Nashville Comcast Customer Paying for Business Service to Avoid Usage Caps Faces $2,789 Cancelation Fee

Phillip Dampier November 19, 2014 Comcast/Xfinity, Consumer News, Video No Comments

comcast business cancelA Nashville web developer who signed up for usage-cap exempted Business Class service in one of Comcast’s usage-based billing trial cities received a bill for nearly $3,000 in early termination fees after he was unable to transfer his Comcast Internet service to his new address.

Adrian Fraim followed the lead of other savvy Comcast customers who have managed to avoid the company’s usage caps by signing up for cap-free Business Class service. For years, Comcast has offered small businesses a commercial service for only slightly more than residential service, without any usage limits. But any customer is free to sign up.

Fraim thought he was getting a good deal and was happy with his broadband service, but Comcast took him to school when he tried to move service from Antioch to his new address in Clarksville, which he later discovered was outside of Comcast’s service area. The cable company treated his move as a violation of his three-year service contract and billed him an early termination fee of $2,789.

“I was just blown away,” Fraim told WSMV-TV. “That’s way too much money for somebody like me to be able to pay. They kept telling me the same thing, ‘you’re under contract, that’s what the contract says.'”

Only Fraim has never seen a printed Comcast contract. The company only offers its general service agreement and acceptable use policy online and it implies commercial customers are under a one-year contract.

In fact, Comcast’s terms require early-canceling customers to pay 75% of the amount they would have paid on their monthly bill under contract and 100% of any waived custom installation fees. A customer with a $100/mo broadband bill would owe a termination fee of $75 a month for each of up to 36 months of service.

etf

“I didn’t think that was fair, to pay an early termination fee, because I wanted to keep their service,” Fraim said. “And due to them not offering it in my area, I feel like I was being punished because they don’t offer the service here.”

Comcast didn’t seem to care about Fraim’s predicament until reporters called the cable company.

Faced with the prospect of leading the local evening news, Comcast turned Fraim’s frown upside down and finally relented.

Spokesman Alex Horwitz said Comcast does have early termination fees, but because of the extenuating circumstances, “the new location is not serviceable by Comcast,” they will waive the fee.

Comcast has not modified its contract to offer that “get out of penalty jail free”-card to other customers, so be certain to carefully consider the term length of your contract and be sure you have no plans to move outside of a Comcast service area before signing it, unless you have very deep pockets.

http://www.phillipdampier.com/video/WSMV Nashville Man questions 3000 Comcast bill 11-17-14.mp4

WSMV talks with Nashville web developer Adrian Fraim who discovered a nasty surprise when he moved outside of Comcast’s service area – a $2.789 early termination fee. (2:08)

Cable One Spinning Away From Graham Family In Likely Move Towards Eventual Sale

Phillip Dampier November 18, 2014 Cable One, Competition, Consumer News, Rural Broadband No Comments

cableoneCable One’s history as a former part of the Washington Post and its publishers — the Graham family — will come to an end next year as it is spun off to shareholders, positioned for a quick sale as the march towards consolidation of the cable industry continues.

The board of directors of Graham Holdings authorized company management to spin-off the cable company in a tax-free transaction. Many industry analysts believe that is a prelude to maximizing shareholder value by selling the cable operator to a larger cable operator, most likely Charter Communications.

Cable One serves just under 500,000 customers in rural markets in 19 states. The company struggled in 2014 with high-profile battles over programming costs, notably with Viacom, that has led to channel blackouts running nearly seven months. Cable One’s small footprint has put the cable company at a disadvantage, unable to qualify for deep volume discounts for cable programming. Frequent competitor AT&T U-verse has taken a toll on the cable company’s video subscribers, down 15% since the fall of 2013. Cable One spent much of 2014 investing in network upgrades, particularly to improve its newly prioritized broadband service.

The news boosted shares of Graham Holdings stock, increasing in value as much as 12% to $886.05 per share late last week. Shareholders are positioned to benefit the most from a sale of the company, which could fetch as much as $2.5 billion in a sale. The most likely buyer is Charter Communications, which serves similar-sized communities in the central and southern United States and is ready to grow larger with acquisitions of smaller companies like Cable One.

The Trauma Trinity: Comcast, Time Warner, Charter Now America’s Most-Hated Companies

ygbix_logoAmericans would rather deal with unwanted telemarketing calls, fight their insurance company, or pay top dollar for oil and gas because almost anything is better than dealing with the cable company, if it happens to be named Comcast, Time Warner Cable, or Charter.

As state and federal regulators contemplate allowing these three companies to co-mingle, Americans have bottom-rated them like never before in the most recent YouGov BrandIndex survey of consumer satisfaction.

Any number below 60 results in the failing grade of “F” and shame for all concerned. The three cable operators managed a grade of just 13.2, nearly twice worse than the next lowest scoring industry – wireless providers. The cable sector once again achieved the lowest scores among 43 rated industries and has sunk to a level reserved for a war criminal popularity contest.

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YouGov BrandIndex

Although Time Warner Cable’s scores were called “crap” by one consumer advocate reviewing the data, Comcast performed much worse, plummeting to new lows after customers related to the gone-viral recording of Ryan Block’s customer service call from hell. Block spent more than 20 minutes arguing with a cocky and insufferable customer service representative who repeatedly resisted Block’s efforts to cancel his service. It hit a familiar nerve with Comcast customers and the company took a major hit, according to Lance Fraenkel, head of client services for BrandIndex.

cable guy“That to me stands out as a major event over the last few months that has damaged the brand and category perception,” Fraenkel told The Huffington Post.

The proposed merger of Comcast and Time Warner Cable, although well received by non-profit groups and politicians receiving Comcast contribution checks, is a dead on arrival proposition for average consumers. This allowed Charter, which typically rates about as popular as burnt popcorn, to achieve a new high in its perennially dismal consumer satisfaction score. It can take its “barely neutral” rating to the bank.

But it isn’t bad for everyone. Verizon FiOS in particular achieved top grades for service, with AT&T U-verse also doing better than the cable competition.

“If you have a couple brands in negative territory and the category average is still firmly positive, then you know that there are brands that perform well in the sector,” Fraenkel added.

Comcast and Time Warner Cable both acknowledged their lousy ratings, both promising to continue spending millions improving the customer service experience. Comcast has promised that annually since 2007 and its ratings continue to decline. Many blame offshore call centers and intransigent operators unwilling to depart from a script that emphasizes giving credits and refunds only as a last resort. Most complaining customers are offered temporary discounts on service upgrades, which eventually expire and result in an even higher bill.

Charter couldn’t be bothered responding to a call for a comment. When the alternative is DSL from Frontier, CenturyLink or Windstream, why should they?

FCC to AT&T: Put Up or Shut Up; Agency Seeks Details About AT&T’s Fiber Pause Over Net Neutrality

Stephenson: No fiber for you

Stephenson: No fiber for you

AT&T’s decision to suspend fiber broadband upgrades over the Obama Administration’s strong support for Net Neutrality may backfire on the telecom giant’s multi-billion dollar bid to acquire DirecTV.

The Federal Communications Commission has dispatched a letter to Robert W. Quinn, Jr., AT&T’s senior vice President and federal regulatory & chief privacy officer, inquiring whether AT&T really meant what it said about plans to suspend fiber expansion and that might impact at least two million additional homes that are part of a broadband expansion commitment included in AT&T’s offer to acquire DirecTV.

The FCC’s Jamillia Ferris wants AT&T to clarify CEO Randall Stephenson’s comments at a recent investor event, requesting information that may reveal whether AT&T was using the suspension of its fiber buildout as a political weapon against Net Neutrality.

“We made some comments in the DirecTV announcement that we would build fiber to two million additional homes,” Stephenson said at a Wells Fargo technology conference last week. “We will obviously commit to that once the DirecTV deal is done, we will keep going. But what we have also announced on top of that is that we are going to deploy fiber to 100 cities. And look, we can’t go out and just invest that kind of money deploying fiber to 100 cities other than these two million not knowing under what rules that investment will be governed. And so we have to pause and we have to just put a stop on those kinds of investments that we are doing today.”

The FCC’s request suggests the company’s answers may impact how the FCC treats AT&T’s request for approval of its merger with DirecTV.

Requested from AT&T no later than Nov. 21:

(a) Data regarding the Company’s current plans for fiber deployment, specifically:

(1) the current number of households to which fiber is deployed and the breakdown by technology (i.e., FTTP or FTTN) and geographic area of deployment;

(2) the total number of households to which the Company planned to deploy fiber prior to the Company’s decision to limit deployment to the 2 million households and the breakdown by technology and geographic area of deployment; and

(3) the total number of households to which the Company currently plans to deploy fiber, including the 2 million households, and the breakdown by technology and geographic area of deployment;

(b) A description of

(1) whether the AT&T FTTP Investment Model demonstrates that fiber deployment is now unprofitable; and

(2) whether the fiber to the 2 million homes following acquisition of DirecTV would be unprofitable; and

(c) All documents relating to the Company’s decision to limit AT&T’s deployment of fiber to 2 million homes following the acquisition of DirecTV.

Time Warner Cable Finishes Maxx Upgrades in NY, LA; Will Upgrade Only 7 Additional Areas in 2015

Phillip Dampier November 13, 2014 Broadband Speed, Consumer News, Time Warner Cable 4 Comments

twcGreenTime Warner Cable has finished the rollout of TWC Maxx upgrades in New York and Los Angeles and will likely finish in Austin by the end of this year, delivering free broadband speed upgrades up to 300Mbps and a better television experience.

“Today marks an important milestone in Time Warner Cable’s commitment to provide our customers with best-in-class products and service,” said Time Warner Cable chairman and CEO Robert Marcus, in a release. “Every customer in our two largest markets now has access to the superfast Internet and new TV experience promised by TWC Maxx.  Faster speeds are also available to every customer in the Austin, Texas, market, and we’ve committed to reinvent the service experience in seven additional markets in 2015.”

Unless you live in Kansas City, Dallas, San Antonio, San Diego, Hawaii, Charlotte or Raleigh, there will likely be no reinvention of broadband service for you, with top speeds still “maxing” out at just 50/5Mbps at the beginning of 2016.

maxed outWhile Time Warner Cable customers have seen the company’s top premium speed stagnate at 50/5Mbps in many parts of upstate New York, South Carolina, western Ohio, and Maine for several years, TWC Maxx communities will see Standard Service speeds start at 50Mbps and rapidly increase from there. The differences in speed and price paid for broadband in Maxx markets vs. non-Maxx markets is staggering.

The average Time Warner Cable customer in Los Angeles will pay a promotional price of $35 a month for 50/5Mbps service. In upstate New York and other un-Maxxed areas, the price for that speed is $70 a month — twice as much.

Some customers in Los Angeles are being provided rent-free cable modems while subscribers in other cities continue to pay $6 a month.

There is speculation Time Warner Cable has set a conservative upgrade schedule for Maxx upgrades with the understanding the company will probably no longer exist long before the end of 2015, becoming a part of Comcast sometime early next year. Whether Comcast will continue the Maxx upgrade program is unknown, but it is doubtful — Time Warner’s maximum cable broadband speeds in Maxx markets are considerably faster than what Comcast offers most of its own customers.

 

Time Warner Cable Boosting Basic Broadband Speed from 3 to 6Mbps

Time Warner Cable is in the process of upgrading “Basic” broadband tier ($30-40 a month) customers from 3 to 6/1Mbps at no extra charge. You may have the upgraded speeds even if you haven’t received e-mail from Time Warner Cable yet. Follow the instructions below and check your speed:

basic speed

(Image courtesy: Rachel Barnhart)

A merger with Comcast will see Time Warner Cable customers forced to downgrade back to 3Mbps for Comcast’s basic “Economy Plus” service ($39.95/mo) or pay a higher Internet bill for Comcast’s 6Mbps Performance Starter plan ($49.95/mo). An $8 a month modem rental fee also applies, likely to rise to $10 by early 2015.

AT&T Blackmails America: No (Phony) Fiber Upgrades Until You Kill Net Neutrality

Phillip Dampier November 12, 2014 AT&T, Consumer News, Net Neutrality, Public Policy & Gov't 1 Comment

ransomAT&T is putting its gigabit fiber network upgrades on hold as long as President Barack Obama continues to insist on robust Net Neutrality for American broadband.

AT&T Randall Stephenson told Wall Street investors attending this morning’s Wells Fargo Technology, Media, and Telecom Conference that the current state of “uncertainty” created after President Obama delivered remarks Monday in favor of strong Net Neutrality protections makes any investment in fiber upgrades too risky to continue.

“We can’t go out and just invest that kind of money deploying fiber to 100 cities […] not knowing under what rules that investment will be governed,” Stephenson said, excluding the two million customers already upgraded under AT&T’s Project VIP, AT&T’s effort to boost its wireless infrastructure in rural areas and upgrade U-verse to handle incrementally faster broadband speeds. “We have to just put a stop on those kinds of investments that we are doing today.”

But Stephenson’s accusation that the president’s strong support for Net Neutrality is responsible for putting AT&T’s plans on hold ignores the financial realities that have been a part of AT&T’s proposed upgrades since the company first announced them in April 2014.

Construction of Verizon’s fiber to the home FiOS network required significantly enhanced spending for several years, much to the consternation of Wall Street, that frequently criticized the project as too costly. In contrast, there have been few complaints about AT&T’s much larger 100 city fiber project because financial reports show no significant spending increases or large-scale capex investments by AT&T. In fact, on Friday — three days before the president made his remarks on Net Neutrality — AT&T announced investment cuts of at least $3 billion for 2015.

Stop the Cap! has reported AT&T’s fiber upgrades lack appropriate financial support and will require billions in increased investments to offer more than a handful of demonstration projects limited to new housing developments and multi-dwelling units where construction costs are considerably lower.

Stephenson admitted that most of the company’s Project VIP upgrade effort is now nearly complete, allowing the company to return to “normal” spending levels seen when major upgrades are not underway.

“You say okay, here has been the [increased spending in the budget], those projects are finished, we spiked it,” Stephenson said. “Now we’re bringing it down to a more normal rate.”

Stephenson reminded investors that they will see a dramatic savings in investment spending starting late this year.

“Just the cost [to AT&T over the last few years of Project VIP and] to be putting away this much investment, [it has been] a big operating expense block […] that we have been dragging through the last three years as we did all these buildouts,” said Stephenson. “You will see in 2014 the fourth quarter that [level of] capex start to tail off.”

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