Deutsche Telekom AG is in talks to acquire MetroPCS in a stock-swap transaction that would give T-Mobile USA control over the upstart regional carrier.

MetroPCS shares jumped nearly 30 percent on the news, reported by Bloomberg.

MetroPCS operates a CDMA and LTE 4G network incompatible with T-Mobile USA’s GSM service, but would be an asset to T-Mobile’s prepaid phone unit, which could co-exist with T-Mobile’s existing network. MetroPCS primarily operates in the Boston-New York-Washington corridor, Southern California, Florida, southern Michigan, northern Georgia, and northeastern Texas. It is best known for delivering aggressive pricing on no-contract service plans, much like Leap Wireless’ Cricket.

Analysts predict T-Mobile would have little trouble winning approval for a merger between the two carriers. MetroPCS maintains an inconsequential 2.7% market share in the wireless industry. Speculation immediately increased that Leap Wireless’ Cricket unit could be the next target for a merger, potentially with Sprint or T-Mobile.

If T-Mobile sought to assume control of MetroPCS’ spectrum for its own operations, it would have to supply existing MetroPCS customers with new phones that operate on T-Mobile’s network standard.

Mayweather

Stop the Cap! reader Nick in Grand Rapids dropped us a line to share yet another Comcast customer service bungle.

Last Saturday, several Comcast customers who paid an incredible $60 to watch the pay-per-view Floyd Mayweather Jr.’s fight against Miguel Cotto were themselves knocked out when their screens went dark with six rounds yet to be fought.

Mayweather is a Grand Rapids native.

Outraged, customers called Comcast late Saturday night looking for an explanation and a refund (after they called friends to find out who won).

Comcast couldn’t be bothered.

‘Call back Monday,’ came the response from Comcast customer service reports Shaun DeWolf.

Monday came and went and Comcast still had not refunded his money.  He called WOOD-TV 8 looking for some justice.

“It’s done and over with now,” DeWolf told 24 Hour News 8. “But at least [give me a] refund and a reason why it went out.”

The newsroom called Comcast.

A Comcast spokesperson told WOOD-TV the cable system had no major outages Saturday.  DeWolf assumed that might be the response and took snapshots of the TV screen showing Comcast’s general pay-per-view information… and no fight.

Other viewers reported similar problems.

Comcast said it is looking into the matter, but there has been no definitive decision about whether DeWolf will get his $60 back. That is ultimately all he cares about, DeWolf told the station.

If this happened to you, Comcast recommends calling customer service at 1-800-COMCAST or go online to file a complaint.

[flv width=”360″ height=”290″]http://www.phillipdampier.com/video/WOOD Grand Rapids Comcast users Mayweather fight cut out 5-7-12.mp4[/flv]

WOOD-TV in Grand Rapids intervened to help get a Comcast customer a refund for an expensive pay per view event he never got to watch.  (2 minutes)

As Stop the Cap! first reported last summer, the state of West Virginia is embroiled in a growing scandal over how the state spent more than $126 million in federal institutional broadband expansion funds it was awarded in 2010.

Sources inside two small community libraries and a regional government office collectively contacted Stop the Cap! this week warning that some of the targets for broadband funding including schools, government offices, and libraries have been handed world-class broadband networks they cannot operate without ongoing support not included in the grant.  With little chance of funding, many institutions will be unable to pay the monthly service rates and maintenance fees charged to keep the networks running.

“We are getting a Hummer network on a Kia operating budget,” one community library official tells Stop the Cap! “The network sounds great, but in our case we have to find the money to pay the bill to run it every month, and that money is hard to find in a library with five outdated public terminals.”

Another source tells us installers left more than one library with equipment nobody knew how to operate.

The Cisco 3900 router series

“They installed it over the course of a few days and just left, and nobody here knows how it works,” the librarian tells us. “We’ve quietly gone back to our old Wi-Fi system until we can figure these things out. We don’t even have their phone number.”

At a library in Hurricane, librarian Rebecca Elliot said workers who showed up to install the router didn’t leave behind instructions or a user manual either.

“I don’t know much about those kinds of things,” Elliot told the AP. “I just work here.”

While the original purpose of the grant was to “improve broadband” in the Mountain State, the funding came with significant restrictions that targeted the money exclusively for institutional broadband networks that do not serve individual residences or businesses. While West Virginians languished with some the country’s worst broadband service, state officials were green-lighting spending on grossly oversized equipment that institutional users simply don’t need and sometimes cannot afford to operate.

Martin

One critic, Jim Martin, president of business broadband provider Citynet said last summer the state gave preferential treatment to Frontier Communications to construct networks that ultimately favored them as the logical choice of service provider, but left small institutions with service bills they can never hope to pay.

“Where is the accountability,” Martin asked this week.

His fears appear to be justified. This week, a consulting firm has been hired by the state to audit how more than $126 million in taxpayer funds were spent after reports in the Charleston press brought news the state paid millions to deploy equipment to facilities that did not need any service improvements.

The Charleston Gazette reports it found 366 unused routers valued at more than $22,000 each in storage.  They have been there for two years.  In fact, at least $24 million was spent on routers designed to be used by large corporations or universities that were installed in libraries and public safety centers with just a handful of personal computers. Experts say a basic retail router priced at $50 could have provided more than acceptable service to these locations.

West Virginia’s state Commerce Secretary Keith Burdette on Monday admitted, more than two years after the state won the grant, now might be a good time to hire a consultant that does not work for a company trying to sell the state broadband equipment or services.

Despite the suggestion the state designed its network improvements based on the recommendation of equipment vendors, Burdette sought to move on and avoid “finger-pointing” and “dwelling on past decisions.”

Burdette

“I don’t want to spend a lot of time on things we cannot change,” Burdette told the Gazette. “If we made mistakes, then we need to look at how do we take lemons and make lemonade.”

“That’s the most expensive glass of lemonade in the history of West Virginia,” replies our source inside a regional government office. “Imagine what that money could have done extending broadband service to the homes and businesses that do not have it today.”

Our source says the state government is engaged in classic “butt-covering” with the announced state audit.

“Of course the report will blame people lower down in government while leaving the oversight failure for another day,” he tells us. “What’s a hundred million in taxpayer money, right?”

Burdette and other state officials might have listened to the state’s own Office of Technology, whose administrator warned that the routers — the Cisco series 3945 — “may be grossly oversized.”  Other state and library officials also questioned the purchases.  Burdette said the state should have hired a consultant before purchasing the equipment and launching the expansion project, which will not deliver a single broadband connection to any resident or business in the state.

Martin said in 2011 the entire grant process was wrong-headed from the beginning.  Martin says the state should have spent the money on a stronger middle-mile network to boost capacity for everyone in the state.

Now West Virginia is in a hurry to spend the remainder of the grant award — an undetermined amount — before the grant spending expiration date is reached. Unspent funds must be returned to the federal government.

State officials promise they will find a home for every unused router by the time the stimulus grant expires. That could leave a rural county sheriff’s office with a router designed to serve a minimum of 500 concurrent users in a facility with fewer than a dozen aging personal computers.

A Comcast discount mix-up leaves customers with substantial rate hikes. (Image: KVAL News)

Several Comcast customers in Springfield, Ore. are facing a whopping $100 rate increase on their Comcast service after the cable company discovered they were getting a company-applied discount Comcast later determined they were not entitled to receive.

Elizabeth Thornton, a pensioner living on modest military and social security benefits is among them. When her latest cable bill arrived, instead of the usual $95.28, Comcast raised the price by almost $100 to $193.23.

That’s a lot more than expected, and it left Thornton upset trying to figure out how to cover the bill.

It turns out an undetermined number of Comcast customers in Springfield were given discounts for fire stations, which enjoy 50% off regular Comcast prices. Thornton agreed to a one-year contract at the lower price Comcast employees offered, even though the company later determined she was unqualified to receive that price.

Comcast has been discovering the error when customers call regarding their accounts.

Now affected customers want to know why it is okay for Comcast to lock people into price-guaranteed service contracts they later renege on.

Comcast spokesperson Theressa Davis told KVAL News the fire station discount was the company’s mistake, and the cable company will now reach out to affected customers to offer “an appropriate discount.”

[flv width=”432″ height=”260″]http://www.phillipdampier.com/video/KVAL Springfield Its not fair Springfield woman has Comcast bill mix-up 5-5-12.mp4[/flv]

KVAL News visited with the daughter of Elizabeth Thornton, who is upset because Comcast raised her monthly rate by almost $100, leaving her unsure how she’ll pay the bill.  (2 minutes)

Phillip "An Ex-Frontier Customer" Dampier

The other week while sitting in the dentist’s office waiting for my wallet to be drilled, I overheard a conversation at the reception desk over the latest effort by Frontier Communications to shoot itself in the proverbial foot.

“I decided to get rid of my phone line the other day and when I called Frontier to disconnect, I was told I would owe them more than $150 in disconnection fees for a contract I never knew I had with them,” opened the conversation.

“That happened to my sister as well, and she couldn’t believe it because nobody ever told her she was on a contract,” came the reply.

“I never knew I was either, and I told the representative they needed to show me where I signed up for anything like that or else I’m not paying it,” insisted the latest victim of Frontier’s phantom service contracts.

Within a minute or two, all had decided they were done doing business with the phone company that got its start more than 100 years ago as the well-regarded Rochester Telephone Corporation.  In 2012, there was no turning back after $150 “disconnect” penalties and other insults.  They were intent on being rid of Frontier once and for all.

With customer unfriendly policies like that, it comes as no surprise Frontier has been losing customers in the Rochester market for years, mostly to cell phone providers or Time Warner Cable — the latter which delivers more value and far superior broadband speed in western New York communities not served by Verizon FiOS.

Surprise... you're on a contract with a $150 cancellation penalty.

Twenty years ago, Rochester Telephone delivered excellent value, charging about half what then-NYNEX customers in Buffalo and Syracuse paid for telephone service. But as Frontier has increasingly disengaged from being an aggressive contender for telecommunications services in Rochester, people in this region of one million noticed, especially when Verizon’s fiber to the home service arrived in Buffalo, Syracuse, Albany, and beyond.

What did Frontier offer? Not much. Frontier’s local general manager Ann Burr, who used to be in charge at Time Warner Cable locally, told local media Rochester didn’t need faster broadband speeds. That’s a fitting argument for a company that doesn’t deliver them and believes 3Mbps broadband is plenty fast enough.  If you don’t like it, feel free to leave, so long as you aren’t trapped with that long-term service contract you never knew you had. (The New York Attorney General’s office has already spanked Frontier once for the practice, forcing them to issue refunds, and judging from last week’s conversation, it appears the problem has not abated.)

The fact is, Frontier offers little compelling to the landline customers they have left.

Rochester’s experience with Frontier seems apropos when contemplating the phone company’s latest quarterly results, which one analyst called “ugly.” Having listened to at least a dozen of Frontier’s quarterly conference calls with investors over the past three years, there seems to be no shortage of promises of better days to come.  Frontier is among the few companies I have heard call customer losses of 5-11% every quarter “an improvement.”

As one investor put it, the management at Frontier should win an Academy Award for feigned optimism.

This week, the company announced first-quarter earnings fell 51% thanks to lower revenue earned from the dwindling number of residential and business customers. But better days are ahead, really.

Road to nowhere?

Frontier has spent the last year treating their “system conversion” for ex-Verizon territories as the telecom equivalent of the Holy Grail.  Once achieved, the company can do anything. The reorganization underway internally at the company is supposed to improve its lackluster customer service, generate more marketing opportunities, save the company money, and open the door to a new chapter of a unified Frontier family, with ex-Verizon and always-Frontier employees coming together to do things “the Frontier way.”

How much longer investors will stick around waiting for the promised land remains an open question. The stock has already achieved a 52-week low, and if the company cuts its dividend — the primary point of attraction for investors — it will drop much lower.

Frontier’s management decisions have effectively left the company between a rock (Wall Street) and a hard place (its dwindling customers).  Much of the company’s success is predicated on rural broadband/landline service, where the company expects to face little competition.  But Verizon, the company that sold them much of their inherited network, has a little surprise for them.  After selling off the “junk” (a deteriorating copper landline network they no longer care much about), the company’s wireless division is coming back to town to poach Frontier’s customers.

Verizon’s grand plan is to pitch two products:

1. Home Phone Connect: Verizon’s landline replacement works with the customer’s home phones over Verizon Wireless’ network. Customers can share minutes on an existing Verizon Wireless plan for $9.99 a month or get unlimited calling for $19.99 a month. It comes with most popular calling features included.
2. Verizon HomeFusion Broadband: Verizon Wireless has excess capacity in rural areas, especially on 4G LTE-equipped towers, so why not put it to use? While commanding a premium at $60 a month for just 10GB of usage, customers who value speed over money may tolerate that diamond price.  If Verizon finds a way to relax that usage limit and lower prices, it could present a real competitive threat to phone companies delivering lower end DSL service.

[flv width=”480″ height=”290″]http://www.phillipdampier.com/video/Home Phone Connect – Home Phone Transfer Verizon Wireless.flv[/flv]

Verizon Wireless introduces Home Phone Connect, a product designed to tell landline companies like Frontier to take a hike.  (2 minutes)

While Verizon isn’t likely to immediately grab major market share with either product, it foreshadows an intent to leverage their rural wireless network to remain a player, even in places where they have abandoned selling landline service.

How to Stop the Erosion

Turning things around? Frontier contemplates licensing U-verse from AT&T

Even in a barely-competitive marketplace, companies must invest to keep up. But that investment annoys Wall Street, which can depress the stock (and the all-important dividend). But improved service retains customers (and may even win a few ex-customers back). So news that Frontier was considering licensing U-verse technology to upgrade their major markets is a logical first step to stop the bleeding. Frontier is irrelevant delivering broadband at speeds of 3Mbps at out the door prices that meet or exceed what the much-faster cable competition charges. U-verse would allow Frontier to deliver faster broadband (up to 24Mbps is plenty fast for a lot of consumers), build its own IPTV offering instead of relying on satellite dish reseller agreements, and maintain landline customers, assuming the company prices its bundle correctly.

While we are big proponents of fiber-to-the-home service, it is clear Frontier will never spend the money to deliver it, even to their largest service areas. They will prefer the cheaper route of fiber to the neighborhood, relying on existing copper infrastructure to connect individual homes to the service. It represents a reasonable first step.

Frontier also must continue aggressive investments in their broadband network in more rural areas. Some of the company’s regional backbones remain woefully congested, and the company just doesn’t deliver the speeds it markets on its website in too many areas.

High speed should really mean "high speed"

Jameson, a Stop the Cap! reader, is a good example. He signed up for “Frontier Max DSL” which claims it can deliver up to 6Mbps in his part of east-central Indiana.  He ended up with 1.6Mbps instead, in part of because Frontier’s records were inaccurate.

I called Frontier tech support after reading some stuff on Stop the Cap! and another site, learning that since I live under 5000 feet from the DSL termination point (the Frontier building down the road) that I shouldn’t have any problems getting their highest speeds. I got lucky and got a customer support agent who understood my problem, and a tech support guy who genuinely seemed concerned about my issue. The tech guy checked Frontier’s records and I was labeled as being 30,000 feet from the building, but I’m really only around 4200 feet away, and my speeds were provisioned at 1.6mbps down and around 450kbps up. He put in a support ticket to have my speeds automatically raised up to the max I’m paying for.

Jameson ended up with around 7Mbps — a little better than the advertised speed, but only because he thought to ask and reached the right people at Frontier to follow through.

Some of our readers in West Virginia are not so lucky, having the mediocre speeds they fought to receive reduced further when a technician suddenly remotely adjusts speed provisioning on customer equipment to reduce their maximum broadband speed.

Frontier’s DSL problems don’t just exist in rural areas. We experienced it first-hand in 2009 when the company advertised up to 10Mbps speeds in Rochester, and delivered 3.1Mbps to us instead.

Consumer Reports documents this is not an isolated problem, with only two-thirds of Frontier customers getting the broadband speeds they pay to receive. If and when a competitor does better, Frontier loses another customer.

Finally, Frontier must improve its customer service. The company is notorious for giving inconsistent answers to customer questions, doesn’t always follow through on commitments, and maintains far too many “gotcha” terms and conditions on contracts that leave customers exposed to unjustified early termination fees.

[flv width=”640″ height=”380″]http://www.phillipdampier.com/video/CNET Verizon HomeFusion Broadband May 2012.flv[/flv]

CNET shows off the equipment used with Verizon’s new HomeFusion wireless broadband service.  (2 minutes)