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Mexico One Step Ahead of USA: Fines Big Telecom Companies for Delivering Lousy Service

Cofetel is Mexico's equivalent to the American Federal Communications Commission

When Big Telecom companies deliver customers little service, Mexico is one step ahead of the United States in hitting bad actors right where it hurts — in their wallets.

Mexico’s telecommunications watchdog Cofetel announced it was recommending fines for a cell phone company that dropped more calls than it completed and a cable system that promised upgrades but delivered weeks of service outages instead.

Telcel/America Movil, Mexico’s largest cellular provider controlled by Mexican billionaire Carlos Slim, was called out for dropping calls at a rate that would make AT&T customers wince.  Cofetel found more than half of all wireless calls placed over Telcel went nowhere, forcing customers to redial, sometimes repeatedly.

Cofetel reported the carrier blamed a “glitch” it failed to inform the regulator of back in November.

Cablevision (no relation to the American company of the same name) was called out for launching a system “upgrade” that left thousands of Mexico City customers with no cable or broadband service for weeks between October and November.

Cablevision's "upgrades" = outages

Cofetel said the cable company failed to get permission for the upgrade, which the regulator would have reviewed before granting permission.

Cofetel lacks the power to directly fine offenders, but has recommended the communications ministry consider imposing close to the maximum fines allowed, ranging between $93,000-$187,000 in American dollars.  The regulatory body recognizes the fines may not deliver much of a sting to either America Movil ($1.85 billion in third quarter earnings) or Televisa ($174 million in the last quarter), which is why is it asking lawmakers to authorize much higher fines for offenders.

Cofetel caught Telcel dropping more calls than it completed.

For Mexicans accustomed to bad service, major fines could provoke relief.  Mexican telecommunications companies have notoriously poor service records.  Service disruptions from light rain or wind can disrupt service across large neighborhoods.

The United States has systematically removed government oversight from telecommunications providers, suspecting consumers will simply switch providers if one fails to deliver good service.  But if both companies fail, Americans often find they have little recourse.

Time Warner’s Rate Increases Arrive in Western NY: Almost Everything Going Up

Phillip Dampier December 27, 2010 Consumer News, Editorial & Site News 13 Comments

Time Warner Cable has begun notifying western New York cable subscribers their rates are going up, effective in about three weeks.

The cable company includes the notification in customer bills arriving throughout December and early January in the Rochester and Finger Lakes region of upstate New York.

The new prices are the result of higher programming costs, the development of new innovative features, and continued investment in our infrastructure and investment.

Rates for Road Runner, Time Warner’s broadband service, are increasing as much as five dollars per month.  This represents the third increase in broadband rates for Time Warner customers in the last 13 months, and should finally bury any notion the cable operator needs to implement Internet Overcharging schemes to recoup usage costs.  Time Warner Cable’s Road Runner Turbo package was priced at just under $50 a month two years ago.  Today, the same service costs $64.90 per month for standalone customers — a $14.90 increase.

2011 Pricing: Turbo - up to $64.90, Standard - up to $54.95, Basic - up to $37.95, Lite - $25.99

Customers on bundled service packages will see rate increases of around $5 for a digital cable-only package, $7 for a cable-broadband package, $6 for a cable-phone package, and $9 for “All the Best” which delivers cable, phone, and Internet service.  Those with multiple televisions will see a doubling of rates for each additional TV hooked up to digital cable (was $0.50, now $1.00), a $0.16 decrease in the monthly rental cost of a traditional cable box, and a $0.04 increase in the cost for the remote control.

A rate increase for the Rochester, N.Y. area

Existing and new customers might find a year of savings with the company’s current Triple Play $99 promotional offer, which some report to be good for existing subscribers adding additional services.  For one year, subscribers will pay $33.33 each for broadband, video, and phone service (you must take all three).  For a subscriber with cable and broadband, adding the phone service actually will cost you nearly $20 less per month, even if you never bothered to use it:

Choose the speed that's right for you at the price that's not.

2011 Rates

  • Watch N Surf: $118.99 per month
  • Triple Play Promotion: $99 per month

Customers are reminded Time Warner’s retention agents are authorized to provide discounts and better offers to those threatening to take their business elsewhere.  If your rates are increasing, it might be a good time to threaten to walk and see what kind of offers the cable company provides to get you to stay.

Share your views and retention offers in our Comment section.

Will Providers Charge Consumers More Without Real Net Neutrality? ‘Uhhh…,’ Says Wall Street Analyst

Phillip Dampier December 23, 2010 AT&T, Broadband Speed, Consumer News, Editorial & Site News, Net Neutrality, Public Policy & Gov't, Video, Wireless Broadband Comments Off on Will Providers Charge Consumers More Without Real Net Neutrality? ‘Uhhh…,’ Says Wall Street Analyst

[flv width=”640″ height=”500″]http://www.phillipdampier.com/video/Bloomberg Oppenheimer Declares Net Neutrality A Victory for Consumers 12-21-10.flv[/flv]

Wall Street continues to consider Monday’s lukewarm Net Neutrality regulations to be a victory for AT&T and other providers.  Bloomberg News asked Tim Horan, an analyst at Oppenheimer & Co., whether the impact of Net Neutrality would be higher prices for consumers.  “Uhhh,” began the stumbling reply.  Watch as Oppenheimer tries to get back on board with provider-generated talking points, eventually declaring the almost non-existent protections “a victory for consumers.”  Do you think he really believes that?  (3 minutes)

Bad Analogies from MSNBC Columnist Illustrate Lazy ‘Journalism’ from a Future Comcast Employee

No, don't get up. We've got it.

Want an example of the kind of lazy journalism you get from one of America’s largest news operations, about to become a part of the Comcast family?  Look no further than MSNBC’s Wilson Rothman, who shared some serious Net Nonsense in his piece: ‘Open’ Internet just a pipedream.

Rothman apologized in a tweet after publishing the essay, admitting it was “cynical.”  But we want to know where the apology is for being wrong on the actual facts.

The author tells readers it’s a Comcast world this winter:

As long as you buy Internet access via cable provider, wireless carrier or telecom, you’re going to have to play — or at least pay — by their rules. They’ll just have to make sure to tell you what those rules are. That seems to be the real gist of the FCC order that was ratified today.

[…]The only people currently getting throttled by their broadband providers are file-sharing pirates who wouldn’t be protected by any net neutrality regulation anyway; meanwhile, wired and wireless broadband networks are increasingly controlled by a smaller, more powerful cadre of competitors.

Tiered pricing has to happen

You can use as much electricity from the power grid as you want, but you have to pay by the kilowatt hour. If you think of the Internet as a utility — and why shouldn’t you? — network management should look something like that. Prices offered by regulated private companies should be competitive and reasonable, but highly metered. Sadly, that means no more flat-fee unlimited access.

[…]I don’t mean to sound cynical, but I come at this from a technology background, not a legal or political one. What I see are all the ways in which “public” access to utilities become profit centers for increasingly massive companies.

After the break-up of the Bells, the phone companies eventually consolidated and worked their way back together like some kind of liquid-metal Terminator. The good news? Instead of a single monopolistic phone company, we have two Leviathans and some smaller fish. Long-distance service used to be their cash cow; now it’s wireless and broadband, and they’re not going to let those slip so easily.

“Give that man a raise,” said Brian Roberts, Comcast CEO.

Seriously, Rothman might come from a technology background, but he sure doesn’t know his way around the broadband public policy debate. Digging into the reasons for today’s broadband mess would require actual reporting.

Rothman suggests Americans are effectively required to accept today’s decision from the Federal Communications Commission.  That’s akin to telling Time Warner Cable customers they should have just knelt down to the cable company’s 2009 pricing experiments.  Or that North Carolina needed to padlock community broadband networks until they could be sold on eBay to the highest Big Telecom bidder.  Or that Frontier can and should get away with a 5GB usage cap.

We said no.  You said no.  And we won all three of those battles.

Today’s FCC vote has relevance only until the first major cable or phone company (or interested third party) files a lawsuit.  The outcome is predictable — the same court that threw out the FCC’s authority earlier this year will do so again, for many of the same reasons.  For consumers, that isn’t all bad.

Rothman’s claim that only pirates are victims of speed throttling is demonstrably false, and nothing less than journalistic malpractice.  Innocent consumers are routinely throttled on wireless and wireline broadband networks using “network management” technology.  Are Clear’s customers all pirates?  How about Cricket’s clients?  Exceeding an arbitrary amount of usage on these networks guarantees you a spot in the dial-up-like doghouse.

The author also misses the point about increasing consolidation in the Big Telecom marketplace.  Cadre?  Sure.  Competitors?  Hardly.  Most Americans endure a broadband duopoly for reasonable Internet access — a cable and phone company.  Cable and phone companies have quite a deal.  They effectively charge around the same price for service and never have to worry about a third cable or phone company entering the marketplace.  Cable companies don’t compete with other cable companies.  Same for telephone companies.  Community broadband networks deliver the only real competition some areas have, which is why Big Telecom wants to ban these upstarts wherever they can.  Big Telecom believes Americans should not get to choose an alternative cable company if Comcast delivers terrible service.  Consumers living in small communities like Penn Yan, N.Y., live with Verizon DSL, if they are lucky.  Outside of the immediate town limits, there isn’t a cable competitor, much less another phone company.  That’s the real “take it or leave it” Americans contend with.

Rothman's electric utility analogy is as valid as charging for broadband by the foot.

Why shouldn’t Americans think of broadband as just another electric utility?  Because it isn’t.  This common talking point/analogy adopted by Rothman’s future employer has as much validity as pricing broadband by how many feet of wire was necessary to install it.

Broadband is neither a limited resource nor a product that requires a utility to purchase raw materials to perpetually generate.  His argument works only if a provider “generated” the actual content you consume online.  They don’t — they simply transport content from one point to another over a network that becomes enormously profitable once the initial construction costs are paid.  Rothman can discover this for himself reviewing the quarterly financials of broadband providers.  After billions in profits are counted, it’s clear this is one recession-proof industry that is hardly hurting.

It’s no mistake these analogies always leave out the one utility that is most comparable to broadband — telephone service.  You know, the one service that is rapidly moving towards unlimited, flat rate — talk all you want.  Providers using the consumption billing argument cannot afford to include phone service in their analogy, because then the ripoff would be exposed.  One would think a reporter for NBC News might have managed to figure that one out as well, but no.

The fact is, there is no healthy competition in broadband.  You know what that means — high prices for limited service.  Rothman seems ready and willing to take whatever Big Telecom wants to dish out, but then his paycheck is about to be paid by one of those companies, so he can afford to be cynical.

Unfortunately for his readers, Rothman is oblivious to the reasons why phone companies have consolidated and consumers are stuck with the results.  The recipe:

  • A multimillion dollar lobbying effort that includes huge contributions to politicians, astroturf “dollar-a-holler” groups paid to front for Big Telecom’s agenda, and a mess of scare tactics predicting horrible things if they do not get their way;
  • A supine media that simply accepts provider arguments as fact, deems the abusive practice that follow as inevitable, and apologizes later for being cynical;
  • An uninformed public that decreasingly relies on media companies that also happen to have direct financial interests in the outcome of these public policy debates.

Consumers have more power than Rothman thinks when they take a stand with elected officials.  When taking AT&T money becomes more costly than voting for their constituents, elected officials will do the right thing.  That takes individuals letting elected officials they are watching them closely on these issues.

Consumers can also tell their local elected officials that the Big Telecom Money Party needs to come to an end.  A community-owned broadband network that throws out the online toll booths and creates a network for Main Street instead of Wall Street is the functional equivalent of handing unruly Verizon and Comcast their coats and escorting them the door.

Required Viewing: Sen. Al Franken Explains Big Telecom’s Big Plans to Charge You More

[flv width=”640″ height=”380″]http://www.phillipdampier.com/video/Franken FCC Net Neutrality Plan Flawed 12-20-10.flv[/flv]

Sen. Al Franken (D-Minn.) took to the Senate floor this weekend to explain his strong opposition to the proposed Comcast-NBC/Universal merger, how some of the nation’s largest telecom companies use limited competition to maintain confiscatory pricing for service, and why feeding the Big Telecom beast with favors requested in multi-million dollar lobbying campaigns will cost ordinary Americans more money for less service in the future.  Franken’s remarks are a refreshing change of pace from the usual Congressional rhetoric, reduced to “Obama’s takeover of the Internet,” “socialist broadband,” and “Maoist net policies” we usually hear about.  It’s well worth the time to educate yourself about Big Telecom’s agenda.  (25 minutes)

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