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HissyFitWatch: New Hampshire Town Declares War on Comcast: “On a Scale of 1-10, Comcast is a Zero”

comcast gunThe community of Hampton Falls, N.H., was first settled in the year 1638 but many of the 2,200 residents of the New England town are settling for Comcast no more.

Selectmen of Hampton Falls called on Comcast to send a representative to their meeting after scores of locals complained about the awfulness of the local cable company.

“Comcast’s service is absolutely miserable,” said Hampton Falls vice-chairman Larry Smith. “On a scale of 1-10, I’d say it’s a zero.”

Smith shared a personal experience about his wife’s attempt to shift her business email to her residential account. Comcast repeatedly sent her to the wrong department.

“This is designed to be the worst system possible,” Smith said. “It’s a virtual monopoly. Comcast doesn’t reward or honor loyalty. If you don’t have an hour or two to devote to it, you don’t even bother picking up the phone.”

Comcast made another local resident drive back and forth to Portsmouth three times to pick up a new router because the equipment proved defective each time.

“Everyone who knows me knows that I don’t get irate, but this ticked me off,” the customer said.

hampton fallsComcast representative Jay Somers took heat throughout the meeting for missed service calls, poor equipment, poor Internet service, and lousy customer service.

His responses did not seem to satisfy residents:

  • On missed service calls, Somers said Comcast did not provide enough technicians to handle service calls in the area. He added the company tries to have someone responding within 24 hours, but that obviously was not consistently happening in Hampton Falls;
  • On Internet outages, Somers blamed customers using their own purchased modems instead of relying on Comcast’s own Internet Gateway, which costs an extra $10 per month;
  • Television and other outages were the fault of home wiring or animals allowed to chew on Comcast’s cables.

Somers promised Comcast treated every customer the same, regardless of whether they were a budget minded customer or one taking every service they have.

While in no rush to deal with customer complaints, Comcast sent a letter signed by Nick Leuci, vice president of franchising, pressuring the town to hurry renewal of Comcast’s local franchise, despite having over a year remaining on the current agreement.

Based on the number of complaints from local residents, the board decided to take that matter up at a later date.

Wall Street Investment Bankers Start Worrying They Won’t Get Their Fat Fees if Comcast Merger Fails

merger smash

With regulators considering rejecting Comcast’s $45 billion merger with Time Warner Cable, investment bankers hoping to reap fat fees “advising” Comcast and Time Warner Cable about the deal are starting to panic they won’t get paid.

Although a merger flop won’t hurt giants like JPMorgan Chase, which operates a 24/7 cash vacuum, continuously sucking fees from companies engaged in Mergermania, smaller “boutique” investment banks like Allen & Co., Centerview Partners, and PJT Partners don’t have that luxury.

Reuters reports some of the smaller investment banks involved in the deal are now on edge, worried they won’t get their share of at least $140 million in investment banking advisory fees that would be paid to complete the Comcast-Time Warner Cable merger deal.

“Big banks have many deals going on, and they can afford to lose one more, even though it is painful. Smaller firms are less diversified, so for them it’s much more painful,” Campbell Harvey, a professor of international business at Duke University’s Fuqua School of Business, told Reuters.

But crying towels are also being readied for investment bankers involved in two side deals involving Charter Communications, which are likely to also fall apart in a chain reaction if the Comcast-Time Warner Cable merger dies.

dominoesCharter has deals pending with both Comcast and Time Warner Cable to launch GreatLand Connections and have plans to takeover Bright House Networks, both contingent on the Comcast-Time Warner Cable merger getting approval.

Those two transactions will bring another $170 million in fees to investment bankers, with JPMorgan Chane, former top Morgan Stanley banker Taubman, and Barclays Bank splitting $51-68 million in fees between the three firms.

Time Warner Cable’s own advisers are waiting for $57-75 million in fees as well, among them Morgan Stanley, Allen & Co., Citigroup, and Centerview Partners.

To understand how important the fees are to smaller bankers, Taubman was ranked 23rd in mergers & acquisitions fees in 2014. Without the Comcast deal, Taubman drops out of the top-100.

Some bankers may have negotiated a token fee to be paid by Comcast and Time Warner Cable if the deal falls apart. Most estimates suggest usual fees amount to around 10-15 percent of the amount they would collect if a merger is successfully completed.

HissyFitWatch: Republicans Accuse the White House of Pressuring FCC on Net Neutrality

Wheeler at this morning's hearing.

Wheeler at this morning’s hearing.

Revenge-seeking Republicans spent more than two hours this morning grilling the chairman of the Federal Communications Commission, Thomas Wheeler, in the first of five Congressional hearings on the agency to be held over the next two weeks.

Rep. Jason Chaffetz (R-Utah), chairman of the House Oversight and Government Reform Committee, accused the FCC of a lack of transparency regarding the recent release of Net Neutrality rules that universally ban paid fast lanes and revenue-based traffic management. Republicans accused the Obama Administration of secretly pressuring Wheeler to adopt strong Open Internet protections.

“The lack of transparency surrounding the open Internet rule-making process raises a lot of questions,” said Chaffetz.

Chaffetz, most of his Republican colleagues, and many large telecom companies object to the Net Neutrality rules and suggest Wheeler’s rumored original lighter-touch “hybrid approach” was swamped by White House objections and replaced with a much stronger Open Internet policy framed around Title II reclassification of broadband as a telecommunications service at the urging of the administration.

Chaffetz dismissed comments from four million Americans writing the FCC in favor of Net Neutrality claiming the writers did not recommend Title II reclassification of broadband, despite the fact many suggested exactly that.

To bolster Republican arguments that President Obama exercised undue influence on an independent agency, Chaffetz’s committee selectively released portions of now-unredacted email exchanges between Wheeler, agency officials, Congress, and the White House. It also included a partial e-mail exchange involving AT&T’s top lobbyist, Jim Cicconi, who is evidently on a first-name basis with some of the FCC’s highest officials, including Wheeler’s senior counselor, Philip Verveer.

In response to a November 10 news release featuring comments from FCC chairman Wheeler in response to President Barack Obama’s statements of support for strong Net Neutrality, Cicconi sent a concerned email to Wheeler’s office the Republicans chose not to disclose. But they did include Verveer’s response:

Jim,

We’re trying to schedule a conversation about this morning’s developments for some time this afternoon. I hope we’re able to connect.

Phil

In response to that, Cicconi fired off this quick response from his iPad:

I hope so too.

Now I at least understand why you pushed the hybrid.

This is awful. And bad for any semblance of agency independence too.

Too many people saw Zients going in to meet with Tom last week.

verveer

Cicconi is referring to Jeff Zients, a White House economic adviser, who met with Wheeler on Nov. 6. In Cicconi’s mind, and by extension the Republicans at today’s House hearing, that meeting represented “undue pressure from the White House.”

Republicans also attempted to prove the FCC and the White House closely collaborated on a rollout of Net Neutrality using an email from an irritated Wheeler to his senior staff shortly after his driveway was blocked by Net Neutrality activists:

FYI, Isn’t it interesting:

  1. The day of the demonstration just happens to be the day folks take action at my house.
  2. The video of [President Obama] just happens to end up on the same message as the video from [the president].
  3. The White House sends this email to their supporter list asking “pass this on to anyone who cares about saving the Internet.”

Hmmm….

wheeler demo

chaffetz

Chaffetz

But Wheeler’s message suggests he was never aware of the White House’s campaign to bolster Net Neutrality, much less a part of it.

A third email from then Sen. Majority Leader Harry Reid’s office revealed the senator was no fan of Title II reclassification of broadband to protect Net Neutrality. David Krone, Reid’s chief of staff, lectured Wheeler about keeping strong Net Neutrality off the table because it creates “problems for us.”

In May 2014, chairman Wheeler announced his plans for a hybrid approach to Net Neutrality that would likely combine bans on censorship with permission for Internet providers to set up paid fast lanes for content producers like Netflix.

Initial media reports of Wheeler’s intentions sparked a major backlash against the proposal among Net Neutrality advocates.

In a May 15, 2014 email exchange with Wheeler, Krone attempted to buck up Wheeler and his “third way” Net Neutrality plan once in the morning before it was announced and later that evening after the proposal took heavy fire in the press.

9:26 am (Krone to Wheeler)

Good luck today.

Not sure how things have landed but I trust you to make it work. Please shout if you need anything.

Spoke again with the [White House] and told them to back off Title II. Went through once again the problems it creates for us.

6:15pm (Krone to Wheeler)

Too funny. I literally just watched your remarks from this morning. Spot on. Thank you!!!

P.S. Zients was definitely reacting to press reports. Or, should I say, overreacting. My main point to the [White House] is how can you declare today that regulations written in the 1930’s will work fine for 2014 technology. Let Tom do his job and this will be fine.

reid

Another email exchange between Wheeler and John Podesta, counselor to the president, referenced a New York Times story that signaled Wheeler was backpedaling on Net Neutrality, a story later proven inaccurate.

podesta

At this morning’s hearing, Wheeler pushed back against the Republican accusations.

“There were no secret instructions from the White House,” Wheeler said. “I did not, as CEO of an independent agency, feel obligated to follow the president’s recommendation.”

C-SPAN carried this morning’s hearing with FCC chairman Thomas Wheeler appearing before the House Oversight and Government Reform Committee. (2 hours, 41 minutes)

Lawsuit Plaintiff Byron Allen: Comcast Uses ‘Least Expensive Negro’ Al Sharpton to Cover Up Discrimination

Allen

Allen: Comcast thinks “Give Sharpton $50,000 and a bucket of chicken and we’re good.”

A $20 billion racial discrimination lawsuit filed on behalf of black-owned media companies has uncovered alleged ties between executives of Comcast and Time Warner Cable and public officials who have allegedly helped cover up cable industry discrimination, price-fixing, collusion, and illegal payoffs.

Byron Allen, chairman and CEO of Entertainment Studios, in a blitz of eyebrow-raising interviews, accuses the two cable giants of putting minority-owned channels in the back of the bus, while falsely claiming black celebrities are the owners of minority networks that are actually controlled by former Comcast executives and private equity firms.

“Comcast has, in essence, created a ‘Jim Crow’ process with respect to licensing channels from 100 percent African American–owned media,” the suit reads, according to The Huffington Post. “Comcast has reserved a few spaces for 100 percent African American–owned media in the ‘back of the bus’ while the rest of the bus is occupied by white-owned media companies.”

The lawsuit, filed against Time Warner Cable, Comcast, the Urban League, the NAACP, former FCC commissioner Meredith Attwell Baker, and Al Sharpton’s National Action Network, claims the defendants are taking payoffs from the two cable giants and colluding to promote their business agendas and give minority support to their mergers and acquisitions.

“The industry spends about $50 billion a year licensing cable networks in which 100 percent African American-owned media receives less than $3 million per year in revenue from that $50 billion stream of money that is spent to acquire content,” he said.

Under normal circumstances, many African-American civil rights organizations would immediately raise a ruckus over the imbalance, but Allen alleges Comcast and Time Warner Cable have bought their silence, and in the case of Al Sharpton, his loyalty and support.

Byron Allen accuses Comcast of locking out 100% black-owned networks.

Byron Allen accuses Comcast of locking out 100% black-owned networks.

“Instead of spending real money with real, 100 percent African American-owned media, it is easier to give [Sharpton] $50,000 to give them a cover,” he said. “‘Give [Sharpton] $50,000 and a bucket of chicken and we’re good.'”

Allen called Sharpton the “least expensive negro” Comcast could find, and rewarded his loyalty with a $750,000 annual salary hosting a barely watched nightly show on Comcast-owned MSNBC.

“Why is Sharpton on TV every night on MSNBC? Because he endorsed Comcast’s acquisition of NBCUniversal,” Allen said. “He signed the memorandum of understanding back in 2010. He endorsed the merger. Next thing you know we’re watching him on television trying to form a sentence. Every night we have the privilege of watching adult illiteracy.”

Attwell-Baker is a defendant for her highly visible warp speed trip through D.C.’s revolving door, as the former Republican FCC commissioner seemed to be writing her resignation letter seconds after voting in favor of the Comcast-NBCUniversal merger, quickly accepting a high paid lobbying job with the cable company.

“President Obama promised us transparency, hope, and change,” he said. “And what happened in the Obama administration is former commissioner Meredith Attwell Baker voted for the merger of Comcast NBCU and then 90 days later took a much higher paying job with Comcast after granting them the merger. That was betraying the public’s trust as a public service.”

http://www.phillipdampier.com/video/HuffPost Byron Allen 2-27-15.mp4

Watch the HuffPost Live interview with Byron Allen, who reveals who really owns the minority channels Comcast brags about. (7:37)

“President Obama has been bought and paid for. He has taken donations from Comcast. Comcast is his biggest contributor,” he added. “AT&T is one of his biggest contributors. Listen, Obama, your own FTC is investigating AT&T for throttling. How can you even consider them to buy DirectTV when you’re suing them? Is it because you took donations? Yes, Obama. Don’t even think about letting them merge until they settle this lawsuit and that lawsuit.”

Sharpton

Sharpton, in addition to being a regular supporter of Comcast’s various business agendas, also hosts a nightly show on Comcast-owned MSNBC, for which he is paid $750,000 a year.

“AT&T spent more money on Al Sharpton’s birthday party than they have on 100 percent African-American owned media combined,” Allen said. “He (Sharpton) should return the money because AT&T doesn’t even celebrate Martin Luther King Day as a national holiday. The employees there take it as a sick day.”

Apart from Allen’s inflammatory appearances on cable news, his lawsuit does bring to light several important new facts about Comcast’s claims it supports minority-owned channels. Allen’s lawsuit alleges many of those channels are actually secretly owned and controlled by former Comcast executives, private equity firms, and Wall Street banks.

  • Aspire is controlled by Leo Hindery and Leo Hindery is not black. They don’t pay Aspire any subscription fees. Aspire is free,” said Allen.
  • “Sean ‘P Diddy’ Combs’ network Revolt TV is controlled by a private equity firm called Highbridge Capital. The person who runs Highbridge Capital is a former Comcast executive named Payne Brown. Highbridge Capital is owned by JP Morgan. On the board of JP Morgan is Steve Burke, the number two executive at Comcast,” said Allen.

These revelations are important because Comcast promised to create and carry minority-owned channels as part of several conditions mandated by regulators to approve the 2011 acquisition of NBCUniversal. Allen claims Comcast has broken its commitment and instead created “token front” networks or minority network “window dressing” that feature well-known African-American celebrities that pose as owners of the networks, but in fact they are controlled by white-owned businesses.

The lawsuit claims Comcast carries only one 100% African-American owned and controlled network — the Africa Channel. But dig a little deeper and you find the network is owned by a former Comcast/NBCU executive that played a critical part organizing minority group support for the NBCUniversal buyout.

Comcast and Sharpton’s organization both dismissed the lawsuit as inflammatory and frivolous.

http://www.phillipdampier.com/video/CNN Sharpton called black pawn in white game 3-1-15.flv

Byron Allen appeared on CNN’s Reliable Sources and called Sharpton “a black pawn in a very sophisticated white economic chess game. He’s being used by his white masters at Comcast and AT&T. He just needs to shut up and get in the bleachers.” (7:12)

HissyFitWatch: Bell Loses Net Neutrality Case, Threatens to Bury Complaining Consumers In Legal Fees

The first "bricks of paper" arriving from Bell's attorneys in the case of Bell v. Ordinary Canadian consumers

The first legal “bricks of paper” arriving from Bell’s attorneys in the case of Bell v. Ordinary Canadian consumers arrived at the home of Jean-François Mezei of Pointe-Claire, Que.

A Manitoba university student and consumer groups who won their case against Bell’s preferential treatment of its mobile streaming video service are now being threatened with demands they personally cover Bell’s legal expenses as the phone company appeals the ruling in court.

The dispute involves Bell Mobile TV Service — a $5/mo optional add-on that allows Bell’s mobile customers to stream up to 10 hours of video programming, some of it from Bell-owned television networks like CTV, without it counting against the customer’s usage cap. Each additional hour costs $3. The service prices usage based on time, not data usage, which lets Bell stream very high quality video to customers. Competitors like Netflix do not have this option and their customers are billed based on the amount of data consumed, which is around 800 percent higher than what Bell Mobile TV charges.

University of Manitoba graduate student Benjamin Klass filed a complaint with the Canadian Radio-Television and Telecommunications Commission (CRTC) in 2013 accusing Bell of violating Net Neutrality and creating an anti-competitive marketplace for online video. ​Twelve of the 43 channels available on Mobile TV — including CTV, TSN and The Movie Network — are owned by Bell Media, a subsidiary, like Bell Mobility, of the media behemoth BCE.

Klass alleged the practice was a clear violation of Canada’s laws governing broadcasting: “No Canadian carrier shall, in relation to the provision of a telecommunications service or the charging of a rate for it, unjustly discriminate or give an undue or unreasonable preference toward any person, including itself, or subject any person to an undue or unreasonable disadvantage.”

The CRTC agreed with Klass and in late January ruled in favor of Klass’ complaint, giving Bell and Quebec-based Vidéotron (which offers a similar service) until the end of April to close them down in their present form.

BCE, the parent of Bell Mobility, told the CBC it was “shocked” by the CRTC’s ruling, suspecting the complaining groups mislead regulators into thinking Bell favored its own content over others.

“There’s a hint here that the government believes Bell Mobile TV delivers only Bell Media content,” spokesman Jason Laszlo said. “They should know we offer mobile TV content from all of Canada’s leading broadcasters in English and French.”

Bell_Mobility logoLaszlo added Bell-owned content only comprises 20% of Bell Mobile TV programming and that the ruling would deprive more than 1.5 million current Bell Mobile TV subscribers from getting the service after the spring deadline to shut it down.

The CRTC and consumer groups argue that is beside the point.

“At its core, this decision isn’t so much about Bell or Vidéotron,” CRTC chair Jean-Pierre Blais said at a breakfast luncheon in London, Ont., in late January. “It’s about all of us and our ability to access content equally and fairly, in an open market that favours innovation and choice. The CRTC always wants to ensure ­— and this decision supports this goal ­— that Canadians have fair and reasonable access to content. It may be tempting for large vertically integrated companies to offer certain perks to their customers. But when the impetus to innovate steps on the toes of the principle of fair and open access to content, we will intervene.”

Consumer group OpenMedia says Bell’s motivation isn’t to create a level playing field or provide customers with more options for online video. It’s about artificially inflating the cost of accessing services like Netflix and other independent video companies that are innovating away from the traditional pay television package.

“Bell is doing everything in its power to make the Internet more like cable TV,” said OpenMedia campaigns manager Josh Tabish. “They want the power to pick and choose what we see by forcing competing services into a more expensive toll lane online.”

Klass (Image: CBC)

Klass (Image: CBC)

Bell’s legal strategy going forward is an homage to the one American wireless companies used for years to avoid Net Neutrality.

Bell Mobility argues that Bell Mobile TV is a broadcasting service, not a telecommunications service and therefore doesn’t fall under the jurisdiction of the Telecommunications Act.

Since the CRTC was not receptive to that argument, Bell is taking the matter to the Federal Court of Appeal, asking it to overturn the CRTC ruling and grant the company court and legal costs paid for by the Canadian consumers that brought the original complaint.

Jean-François Mezei of Pointe-Claire, Que. is among them and has been the unhappy recipient of several parcels containing “bricks of paper” from FedEx he suspects is just the beginning.

Mezei has been tweeting about ongoing developments in the case, and asked Bell, “how come you have no press release bragging about how Bell Mobility is suing individual citizens who participated in [the CRTC complaint]?”

Klass told CBC News he hasn’t yet made up his mind how to respond to the court filing, but admitted it is unnerving.

“In that regard, it really strikes me as a method of intimidation,” he said. “Right off the bat, it has a chilling effect. It appears that Bell is simply pursuing the argument, that it unsuccessfully made to the CRTC, through the court.”

Bell Canada Customer Called a “Slut” and “Bitch” in E-Mail by Angry Customer Service Representative

Phillip Dampier February 17, 2015 Bell (Canada), Consumer News, HissyFitWatch 1 Comment
Bell customer Leticia Chartier  (Photo: Judith Plamondon, QMI Agency)

Bell customer Leticia Chartier (Photo: Judith Plamondon, QMI Agency)

A Bell Canada customer complaining about a spike in her television and broadband bill from $72 to $105 was called a “slut” and a “bitch” in an email after she didn’t give the representative high marks for the online customer support chat experience.

Leticia Chartier’s new customer promotion apparently expired and her efforts to secure an explanation of her new rate was met by a shrug by Bell’s customer service. The online agent curtly told her to contact a different department. But before terminating the chat, Bell’s representative, identified as Mohamed Boutallaka, suddenly remembered the customer would be invited to score his performance in a survey after the chat window closed.

Chartier told QMI Agency he begged her not to give him a bad grade for his performance.

Chartier responded favorably to his request, or so she thought, scoring his performance “pretty good,” but explaining her rating wasn’t a criticism of the agent’s performance, just his lack of empowerment to help her resolve the issue.

Not good enough.

A few minutes after submitting the survey, the representative dispatched a scathing e-mail to her personal e-mail address on file with Bell.

bell bad“You’re a bitch Leticia and a real slut,” read the e-mail, which Chartier provided to QMI Agency.

Chartier immediately contacted Bell to complain about the email, but she says nobody at the company is taking the matter seriously.

“The supervisor who I spoke to on the phone apologized, but she never called me back to follow-up,” Chartier said.

After some research on Facebook, Chartier was reassured to discover Boutallaka works out of Bell’s call center… in Morocco.

“At least I know he won’t come to my place.”

A Bell Canada spokesman stopped short of promising the agent in question would be disciplined or fired. He only promised an internal investigation would begin over the incident.

Comcast Retaliates: Customers Who Cancel/Downgrade Service Are Called ‘Whore,’ ‘B*tch,’ ‘A**hole,’ and Worse

comcast sucksThat paragon of virtue Comcast is back in the news again with yet another customer service horror story.

After Americans once again rated Comcast one of the most-hated corporation in America, employees are launching the equivalent of a “right back at you” retaliation campaign aimed at departing and downgrading customers with name-calling we cannot print on Stop the Cap!

It all started with Lisa Brown, a volunteer for a missions organization in Spokane, Wash., who told Elliot.org Comcast retaliated against her husband for daring to downsize his Comcast cable package. Brown said her husband’s name Ricardo was changed to “A**hole” on their bill. She tried in vain to get the unauthorized name change corrected, but nobody made things right in the local cable office or in Comcast’s executive customer relations department.

When a reporter called Comcast to confirm the profane name change, alarm bells rang as Comcast realized it had the latest PR Disaster of the Month on its hands.

Steve Kipp, Comcast’s vice president of communications in the Washington State region was shocked, shocked to discover customer service abuse was going on inside Comcast offices. He must not have worked there back in 2005 when the cable company called one woman a “b*tch dog” on her bill.

“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change,” Kipp told Elliot.org. “We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened. We are working with our customer to make this right and will take appropriate steps to prevent this from happening again.”

Comcast eventually refunded back 24 months of cable service to the Brown family.

Screen-Shot-2015-01-28-at-1.38.47-PM

Notice Comcast charges a $9.50 “administrative late fee” on all accounts that are past due more than 10-14 days after the billing due date. Customers who do not clear their earlier balance to zero may be subject to this fee indefinitely with each billing statement.

Zero tolerance lasted about five minutes before more complaints began pouring in from other Comcast customers who have also been on the receiving end of Comcast’s wrath:

  • One customer said a Comcast employee changed his name to the phonetic spelling of the “f word,” unprintable on this website;
  • Julie Swano reported her December 2014 Comcast bill was addressed to “Whore” Julia Swano;
  • Carolina Heredia: “They changed my name to ‘dummy’ on my online account, so that the greeting was ‘Hello, dummy,’” she said.
whore_julia

Notice Comcast customers who want a paper bill pay $5 more each month than those who accept eBills. Comcast customers complain “EcoBill” offers illusory savings, because for many the $5 “credit” was applied to bills that were also $5 higher than before. (Click image to read complaints)

Comcast’s Tom Karinshak, senior vice president of customer service, treated the incidents as some type of computer glitch or honest mistake.

“We’re retraining our teams on the importance of making name changes properly,” Karinshak said. “We’re looking for automated solutions to prevent this from happening in the future.”

“What amazed me then was that I had talked with at least 20 people at Comcast between Dec. 16 and Jan. 6 who could see that my name was ‘whore’ and they did nothing about it,” Swano said.

But once the matter went viral and could influence regulators contemplating Comcast’s buyout of Time Warner Cable, Comcast got serious enough to write about the incident on its blog.

“We have apologized to our customer for this unacceptable situation and addressed it directly with the employee who will no longer be working on behalf of Comcast,” wrote Charlie Herrin, senior vice president of customer experience.

Swano does not believe it is an isolated incident.

“I have no record of any recent contact with Comcast until Dec. 16. So whoever chose to re-name me picked my account out of a hat,” she said. “That says there are probably millions of us out there who Comcast employees have renamed. We need to find all of them.”

The American Customer Satisfaction Index pegged Time Warner Cable as the nation’s most unloved company in 2014, with its Internet service rated 236th out of 236 companies in customer satisfaction, and its TV service rated 235th. Comcast Corp.’s Xfinity Internet service placed 234th out of 236 and its TV service landed at 232 in the list released in May.

http://www.phillipdampier.com/video/CNN Another Comcast customer-service gaffe 2-1-15.flv

CNN talks with the customer Comcast called an “a**hole” on their bill after the family dared to downgrade their cable service. (1:53)

California County Goes to War with Frontier Communications; Calls Company Officials ‘Liars’

Phillip Dampier January 7, 2015 Frontier, HissyFitWatch, Public Policy & Gov't 4 Comments
Greenville, Calif. is in Plumas County.

Greenville, Calif. is in Plumas County.

Frustrated officials in Plumas County, Calif. are at the end of their patience with local phone company Frontier Communications.

“You’re lying to me,” Supervisor Kevin Goss (District 2) told representatives from Frontier Communications in the latest heated exchange.

Goss and other community leaders are upset because Frontier is the company most likely to make or break the county’s beautification efforts by placing utility cables underground in Greenville.

County officials are certain they notified Frontier of their intent to transition to underground service throughout Greenville, with the full support of the area’s other utility, Pacific Gas & Electric.

But Frontier officials are now claiming they can’t find the paperwork and are unwilling to invest in the project. If Frontier will not join PG&E, the utility poles will stay in the ground and the project will be canceled.

“We did search all of our records and didn’t uncover any documentation,” said Charlie Born, the manager of government and external affairs for Frontier.

The project had been on the county’s public agenda since 2008.

Plumas_seal“It’s never going to pencil; it’s whether the company will do what’s right,” argued Board chairman Jon Kennedy.

It was the second heated meeting between Goss and Frontier’s representatives.

Frontier claims it was never notified about the extent of the project, despite sending a letter to county officials dated Oct. 1, 2014 where it acknowledged the project and indicated it was willing to talk, as long as “Frontier is not responsible for any costs.”

In November, Goss testily responded to Frontier’s sudden intransigence to cover its share of the underground project, despite being a part of a joint planning process underway for nearly seven years.

“Basically you don’t have any money?” Goss asked two Frontier representatives during a public hearing in front of the Board of Supervisors on Nov. 4.

Born complained the county was asking Frontier to pay $275,000.

“With 10 working lines, that’s about $27,000 per line,” said Born. “This chunk of money is a hard pill to swallow. We choose to put our money into improving services.”

In November, Goss publicly pondered Frontier’s refusal to invest in the project while finding plenty of money — $10 million — to spend on a high-profile campaign with its satellite partner DISH Network that claimed would “invigorate rural communities.”

The Plumas County News noted Frontier’s America’s Best Communities is a multistage, three-year contest that provides $4 million in seed money and other support to assist communities as they develop growth and revitalization plans. The top three communities will receive a total of $6 million in prize money.

Goss read from a statement written by Frontier CEO Maggie Wilderotter introducing the contest.

“Frontier is committed to the small cities and towns we serve, and one of the best ways to demonstrate that is through our new America’s Best Communities prize competition,” read Goss. “I don’t think she’s very committed when the rug is getting pulled out from under us in our small town. It’s frustrating to me; absolutely frustrating.”

The county is now hoping the California Public Utility Commission will intervene, but that has not happened yet, leaving the project in limbo.

“We’ve had no feedback from the California PUC in regard to our concerns with Frontier not financing,” said Public Works director Bob Perreault. “PG&E is in a holding situation and is supportive of the county.”

Fiber Games: AT&T (Slightly) Backtracks on Fiber Suspension After Embarrassed by FCC

HissyfitwatchAT&T CEO Randall Stephenson’s public hissy fit against the Obama Administration’s sudden backbone on Net Neutrality may complicate AT&T’s plans to win approval of its merger with DirecTV. forcing AT&T to retract threats to suspend fiber buildouts if the administration moves forward with its efforts to ban Internet fast lanes.

Hours after Stephenson told investors AT&T wouldn’t continue with plans to bring U-verse with GigaPower fiber broadband to more cities as long as Net Neutrality was on the agenda, the FCC requested clarification about exactly what AT&T and its CEO was planning. More importantly, it noted responses would become part of the record in its consideration of AT&T’s proposed acquisition of the satellite television provider. The regulator could not send a clearer message that Stephenson’s statements could affect the company’s $48.5 billion merger deal.

AT&T responded – four days after the FCC’s deadline – in a three-page letter with a heavily redacted attachment that basically told the Commission it misunderstood AT&T’s true intentions:

The premise of the Commission’s November 14 Letter is incorrect. AT&T is not limiting our FTTP deployment to 2 million homes. To the contrary, AT&T still plans to complete the major initiative we announced in April to expand our ultra-fast GigaPower fiber network in 25 major metropolitan areas nationwide, including 21 new major metropolitan areas. In addition, as AT&T has described to the Commission in this proceeding, the synergies created by our DIRECTV transaction will allow us to extend our GigaPower service to at least 2 million additional customer locations, beyond those announced in April, within four years after close.

Although AT&T is willing to say it will deliver improved broadband to at least “15 million customer locations, mostly in rural areas,” it is also continuing its fiber shell game with the FCC by not specifying exactly how many of those customers will receive fiber broadband, how many will receive an incremental speed upgrade to their existing U-verse fiber/copper service, or not get fiber at all. AT&T routinely promises upgrades using a mix of technologies “such as” fiber to the home and fixed wireless, part of AT&T’s broader agenda to abandon its rural landline service and force customers to a much costlier and less reliable wireless data connection. It isn’t willing to tell the public who will win fiber upgrades and who will be forced off DSL in favor of AT&T’s enormously profitable wireless service.

Your right to know... undelivered.

Your right to know… undelivered. AT&T redacted information about its specific fiber plans.

Fun Fact: AT&T is cutting its investment in network upgrades by $3 billion in 2015 and plans a budget of $18 billion for capex investments across the entire company in 2015 — almost three times less than what AT&T is ready to spend just to acquire DirecTV.

The FCC was provided a market-by-market breakdown of how many customers currently get U-verse over AT&T’s fiber/copper “fiber to the neighborhood” network and those already getting fiber straight to the home. But this does not tell the FCC how many homes and businesses AT&T intends to wire for GigaPower — its gigabit speed network that requires fiber to the premises. Indeed, AT&T would only disclose how many homes and businesses it plans to provide with traditional U-verse using a combination of fiber and copper wiring — an inferior technology not capable of the speeds AT&T repeatedly touts in its press releases.

That has all the makings of an AT&T Fiber Snow Job only Buffalo could love.

AT&T also complained about the Obama Administration’s efforts to spoil AT&T’s fast lane Money Party:

At the same time, President Obama’s proposal in early November to regulate the entire Internet under rules from the 1930s injects significant uncertainty into the economics underlying our investment decisions. While we have reiterated that we will stand by the commitments described above, this uncertainty makes it prudent to pause consideration of any further investments – beyond those discussed above – to bring advanced broadband networks to even more customer locations, including additional upgrades of existing DSL and IPDSL lines, that might be feasible in the future under a more stable and predictable regulatory regime. To be clear, AT&T has not stated that the President’s proposal would render all of these locations unprofitable. Rather, AT&T simply cannot evaluate additional investment beyond its existing commitments until the regulatory treatment of broadband service is clarified.

AT&T’s too-cute-by-half ‘1930s era regulation’ talking point, also echoed by its financially tethered minions in the dollar-a-holler sock-puppet sector, suggests the Obama Administration is seeking to regulate AT&T as a monopoly provider. Except the Obama Administration is proposing nothing of the sort. The FCC should give AT&T’s comments the same weight it should give its fiber commitments — treat them as suspect at best. As we’ve written repeatedly, AT&T’s fabulous fiber future looks splendid on paper, but without evidence of spending sufficient to pay for it, AT&T’s piece of work should be filed under fiction.

The Inside Story: He Criticized Comcast and the Cable Company Complained; Result=Termination

The Don't Care Bears

The Don’t Care Bears

A few weeks ago, Stop the Cap! reported on the story of Conal O’Rourke, a Comcast customer billed for equipment he didn’t order, service he didn’t receive, and collection agents he didn’t deserve. When O’Rourke dared to complain to senior Comcast management in the company’s Controller’s Office, the controller himself called a senior partner at his employer and days later O’Rourke was fired.

Now O’Rourke is taking his case to court, claiming he lost his job because Comcast forced his employer – PricewaterhouseCoopers – to weigh his benefit against a $30 million consulting contract Comcast has with the major accounting firm.

The complaint names names and gives plenty of new details about how Comcast ruthlessly deals with customers who dare to bother its top executives with petty little service problems like $1,800 in unjustified billing, credit score-ruining collection activity, and the impossibility of canceling service.

The fateful call to Comcast’s Controller’s Office occurred back in February, and consisted mostly of his complaint that in the almost one year that he had been a Comcast customer, he had not received a single bill in which the charges were correct.

When he mentioned the constant billing errors might be of interest to the independent Public Company Accounting Oversight Board, it was the first time in more than a year Comcast efficiently targeted O’Rourke’s complaint for its brand of resolution: retaliation.

“Unfortunately, instead of redressing Mr. O’Rourke’s grievances, Comcast initiated a scorched-earth assault against him for expressing concerns over the legality of its conduct and the integrity of its accounting,” the lawsuit states. “On information and belief, defendants undertook these actions because they were concerned that Mr. O’Rourke would report them to the PCAOB, were angry that he had accused them of shoddy accounting practices, and wished to punish and destroy him for his temerity.”

O’Rourke claims Comcast ordered a background check on him and the results were forwarded to the controller himself — Lawrence Salva, who also happens to be a former partner at PricewaterhouseCoopers.

Quicker than you can say “rate increase,” Salva was on the phone to Joseph Atkinson, the U.S. Advisory Entertainment, Media & Communications Leader for the accounting firm. He specializes in the cable business, so it was no surprise Comcast reached out to him to vent.

“Less than an hour after Mr. O’Rourke’s second call with Comcast’s Controller’s Office, Mr. O’Rourke received a call from Mr. Atkinson,” the lawsuit claims. “Mr. O’Rourke was shocked to receive the call – he had never before had occasion to deal with Mr. Atkinson. An angry Atkinson informed Mr. O’Rourke that he had received a call from Comcast’s Controller about Mr. O’Rourke. Mr. Atkinson told Mr. O’Rourke that the client was very angry, very valuable, was in fact the Philadelphia office’s largest client, with billings exceeding $30 million per year, and that Mr. O’Rourke was not to speak with anyone from Comcast.”

A few days later, security arrived with cardboard boxes allowing O’Rourke to collect his belongings and exit the building… permanently.

The accounting firm has refused to disclose the contents of email exchanged between itself and Comcast. If Comcast divulged personal information about O’Rourke, it may be in violation of federal privacy laws.

O’Rourke remains out of work and Comcast is alleged to still be refusing all requests to refund him the money it overcharged.

O’Rourke is asking for $1 million plus punitive damages for violation of the Cable Communications Policy Act, defamation, breach of contract, unfair business practices and infliction of emotional distress.

http://www.phillipdampier.com/video/CNN Comcast Dispute Gets Man Fired 10-8-14.mp4

CNN talked with Conal O’Rourke, fired after complaining too much about Comcast, worth $30 million a year in contracts to his employer. (6:43)

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