A typical crowd at a Charter/Spectrum store still displaying Time Warner Cable signage. (Image: Sherry T.)

Your patience is appreciated as I spent the last two days more offline than online, courtesy of “problems” with Charter Communications and their confusion factory.

The good news: The local employees I have dealt with have been both polite and professional and are trying to be helpful, and I’ve always recognized this as true with both Time Warner Cable and now Charter.

The bad news: Corporate policies, the merger, and confusion over glacially slow integration of Charter and TWC’s separate billing and provisioning systems can leave customers caught in the middle. Also, despite the well-intentioned assistance provided by the offshore call center workers (Sandheep, Moanwalla, and someone I think was named Sunshine), their abilities to navigate Charter’s own service and provisioning systems properly left plenty to be desired. Much of their efforts had to be redone from the beginning stateside.

Phillip Dampier’s Charter/Time Warner Cable Account — Born 2004, Died 2017.

We will be back with regular articles tomorrow, assuming our internet service is functioning properly, and look for a write-up of my experiences navigating around Charter’s new policies towards their adopted TWC and Bright House customers.

To be sure, I was not alone having problems with Charter. I have never seen such crowds at Charter Cable Stores, where 20 people were ahead of me in line at one location, almost 30 at another. Nearly half brought their equipment back with new, higher bill in hand. They had enough after their bill increased $20-80(!) dollars, all thanks to Charter’s “pro-consumer merger benefits.”

Yes, a higher bill and a package of fewer channels.

It was stunning to think Charter had lost several hundred thousand TWC customers in just three months, but not after what I witnessed yesterday. It is entirely believable they will be losing a lot more, all thanks to higher prices and intransigence on giving loyal customers the kind of deals new customers get.

Charter/Spectrum: Same s***, different name.

John Oliver returns to defend Net Neutrality, and provide a simpler way for ordinary Americans to share their views with the FCC.

John Oliver is back.

As Donald Trump’s FCC chairman Ajit Pai lays the groundwork for an all-out repeat of Net Neutrality, Oliver spent 20 minutes of his HBO show “Last Week Tonight” this past weekend pleading for Americans to come out and protect a free and open internet, just as he did three years earlier.

“It seems that the Trump-era will basically Ctrl-Z everything that happened on Obama’s watch,” Oliver said. “I genuinely would not be surprised if one night Trump went on TV just to tell us he personally killed every turkey Obama ever pardoned.”

“Every internet group needs to come together like you successfully did three years ago,” Oliver told his audience. “Gamers, YouTube celebrities, Instagram models, Tom from MySpace — if you’re still alive. We need all of you. You cannot say you are too busy when 540,000 of you commented on Beyonce’s pregnancy announcement.”

To help ordinary Americans navigate the FCC’s arcane electronic comments filing system, Oliver launched GoFCCYourself.com, a website dedicated to getting comments about Net Neutrality registered with the FCC.

His viewers responded, and promptly crashed the FCC’s website with an overwhelming amount of traffic. The same thing happened in 2014 when Oliver’s public plea helped produce millions of comments in favor of Net Neutrality. As of this afternoon, the FCC website is still slower than usual and the likely deluge of comments will keep FCC staffers busy for weeks to come.

Oliver took direct aim at Pai, noting the former Verizon lawyer said he would take a weed whacker to telecom regulations and has already threatened that Net Neutrality’s “days are numbered.”

“‘Days are numbered’ and ‘take a weed whacker’ are serial-killer talk,” Oliver said.

Oliver lampooned Pai over his repeated tweets quoting lines from the 1998 film The Big Lebowski and his oversized Reese’s Peanut Butter Cup coffee mug.

“Ajit Pai is the kind of guy who has a fun, oversized novelty mug and he is really proud of it,” Oliver said.

But despite the fun-loving façade, Pai’s claims that Net Neutrality regulations were burdensome and unnecessary are not a game to internet content providers and startups that fear large telecommunications companies could rig the marketplace against them. Pai complained at a gathering held April 26 at the Newseum, sponsored in part by FreedomWorks — a group with direct ties to the Koch Brothers, that “special interests” were pushing Net Neutrality and causing a reduction in private broadband investment.

Oliver responded that Title II enforcement was essential for Net Neutrality policies to have any teeth. Pai’s desire to return to an earlier Title I enforcement mechanism for Net Neutrality was overturned by the D.C. Court of Appeals, ruling the FCC could not enforce Net Neutrality policies under Title I, and suggested Title II enforcement instead.

Last week, that same D.C. Court of Appeals elected not to review and let stand a three-judge panel’s decision that the FCC was within its rights to reclassify ISPs under Title II, a clear victory for open internet proponents.

“[That] decision is a win for consumers,” said Lisa Hayes, general counsel for the Center For Democracy and Technology. “The court agreed that Title II classification is sound, and that the FCC has authority to regulate the marketplace. Net neutrality is essential to a vibrant internet ecosystem, and CDT will continue to defend the open internet in the days and years to come.”

“The D.C. Circuit has once again confirmed that the FCC’s Open Internet rules are lawful and supported by the evidence,” said Public Knowledge senior counsel John Bergmayer. “Now, the primary threat to these important consumer protections is FCC Chairman Pai’s determination to roll them back, and to hand more power to monopolistic internet access providers.”

ISPs like Verizon are also on record stating Net Neutrality had and will continue to have no bearing on internet investment, which directly contradicts Pai’s repeated claims.

“Maybe the best way to gauge Title II’s impact is to listen to what cable companies told their own investors, to who they are legally obligated to tell the truth,” Oliver said, playing a recording of a 2014 Verizon earnings conference call quoting former chief financial officer Fran Shammo who told investors that Net Neutrality “does not influence the way we invest.”

John Oliver takes on FCC chairman Ajit Pai in Net Neutrality II from his HBO series “Last Week Tonight.” (19:32)

An email from Charter/Spectrum announcing minor speed upgrades. (Image courtesy: pspfreak)

Former Time Warner Cable customers that never received Maxx upgrades are now getting a minor consolation prize from Charter Communications: a minor broadband speed boost at no additional charge.

Customers eventually receive an email message from Charter/Spectrum advising them of the upgrade. For Standard Internet customers, the email reads:

Dear Valued Customer,

We just made your fast Internet speeds even faster. And the best part is, you don’t have to do a thing.

We know that today there is more to see, learn, play, share and do online than ever before. That means more streaming video, more music and movie downloads, more photo sharing and more gaming. You have more devices in your home than ever before, from laptops to game consoles, e-readers to smartphones, which means you need more speed so everyone can do what they need to, and all at the same time if they want to. That’s why we have increased your Internet speeds from 15Mbps to 20Mbps.

This speed increase for our customers is just our way of saying thanks. Enjoy your faster speeds!

Customers in western New York were upgraded over the past weekend, while some others have quietly been getting upgrades over the last two weeks. At press time, we have confirmed two tiers have been upgraded, but others may have as well. Customers need to disconnect the power cable from their modem for 10 seconds and plug it back in to get the new speeds:

• Time Warner Cable Standard Internet: Was 15Mbps, now 20Mbps. (Speeds are overprovisioned and may report somewhat faster during speed tests).
• Time Warner Cable Ultimate Internet: Was 50Mbps, now 60Mbps. (Speeds are overprovisioned and generally report 70/6Mbps during speed tests).

Stop the Cap! reader Howard in Albany, N.Y. reported his area was upgraded over the weekend, and we can confirm customers in the Rochester/Finger Lakes region in western New York are now also getting the higher speeds.

Legacy Time Warner Cable customers can report their experiences in the comment section. We’d be particularly interested in knowing if these upgrades also happened for Turbo and Extreme customers.

We’ve heard from several Los Angeles-area readers that Charter/Spectrum has dispatched third-party contractors to customer homes on service calls in plain clothing with no identification of any kind verifying who they are, and in several cases the “technicians” could not explain why they were there.

“This truck pulled up to my door and a man rang my bell to say he was from Spectrum and was there to replace a cable box,” said Stop the Cap! reader Wanda. “We had no idea who he was, he wasn’t in a cable company uniform, and he could not show me any identification showing who he was. We later learned he was some sort of contractor hired by Spectrum to handle service calls, but we did not let him in. I used to have Comcast back in Chicago and one of their technicians raped and murdered someone so I don’t open the door until I’m comfortable, and I wasn’t.”

One thing that hasn’t changed after Charter took over from Time Warner Cable for customer Todd Collins: his Charter technician arrived two hours late, also without a uniform, a truck with a Spectrum logo, or an ID badge. At least Collins knew why Charter was there — to install cable service in the new addition on his home.

“It was amazing to watch because it was a comedy of errors from start to finish,” Collins explained. “He brought the wrong paperwork, didn’t know what he was there to do, and had to make four phone calls to find someone at Charter to help. Two additional cable trucks eventually stopped by, so at least we knew we were dealing with Charter, and between the three technicians the work was grudgingly completed. We still don’t know how much Charter intends to charge us for this service and they admit they don’t know either.”

Charter also continues to attract complaints from customers about inconsistent information about its pricing and packages. One exasperated customer took to YouTube to declare Charter/Spectrum “thieves” for charging their notorious $199 upgrade charge when customers want broadband faster than the base 60 or 100Mbps package. In the video, the customer was originally quoted $100 to install and upgrade to 300Mbps Ultra service (Los Angeles was a Time Warner Cable Maxx city) which increased to $200 just a few weeks later. For that, the customer was told a technician would take up to two hours and install new lines and equipment. When the technician finally arrived (late), he spent about 15 minutes unwrapping and plugging in a replacement cable modem/router combo, and then left.

“I feel like I was just robbed $200,” the video blogger said.

“Our Ultra Internet unfortunately is $199,” a Charter representative said. “That’s just the installation charge. [The] activation fee is part of overall Ultra pricing and it covers higher network costs.”

Requests to reverse the fee, considering the 15-minutes spent plugging in a cable modem the customer could have accomplished himself were rejected. But because the cable technician was late, the customer got a one-time $20 service credit.

Stop the Cap! readers have had more success getting back the unnecessary and unconscionable $199 upgrade fee (or whatever else Charter calls it this week) by filing a complaint with the Federal Communications Commission.

An exasperated Spectrum customer in Los Angeles documents his displeasure with Charter’s prices, packages, and uniform-less technician. (7:32)

Any opportunity to paint Hillary Clinton as an out-of-touch politician rarely escapes the Beltway crowd and some of the media that covers it. Unfortunately, rural America’s broadband problems also get dismissed in the process.

After a 35-minute Hillary Clinton interview with Christiane Amanpour, one takeaway line about how the former presidential candidate felt about rural job creation was seized on by the folks inside-the-D.C. Beltway and used to mock and belittle her:

“If you don’t have access to high-speed, affordable broadband, which large parts of America do not, [large employers will overlook your town]. If you drive around in some of the places that beat the heck out of me, you cannot get cell coverage for miles. And so, even in towns — so, the president was in Harrisburg. I was in Harrisburg during the campaign, and I met with people afterward. One of the things they said to me is that there are places in central Pennsylvania where we don’t have access to affordable high-speed internet.”

As any reader of Stop the Cap! knows, those are very legitimate points. The video embedded below has several more. Available robust internet access at affordable prices attracts employers. Just ask the city of Chattanooga, Tenn.

Anyone who has traveled mountainous central Pennsylvania knows exactly what Mrs. Clinton is talking about. These communities are served by Frontier Communications and Verizon, and the best either company will offer, if you’re lucky, is basic DSL service. There are significant parts of Pennsylvania with no cable provider, and with terrain that often resembles West Virginia — another difficult-to-serve state — wireless is not so great either.

Long term rural Pennsylvanians decried the day the last analog cellular network was switched off. They routinely outperformed the digital network that replaced it in fringe reception zones. Many residents have to use indoor cell tower extenders provided by companies like Verizon Wireless and AT&T to get stable cellular reception, and many rural towns are either a total wireless dead zone or are filled with dead spots where reception evaporates.

Competition from Sprint and T-Mobile don’t mean much in rural Pennsylvania, because neither offer any reception in significant sections of the state, and AT&T and Verizon Wireless can be only nominally better in some areas.

Areas where at least 25Mbps broadband is available in Pennsylvania (Blue – Cable, Brown – Fiber) (Map courtesy of Pennsylvania Department of Community Economic Development)

So like much of the Appalachians, rural broadband is a very big problem in central Pennsylvania. Candidate Clinton proposed spending billions to augment rural broadband service, presumably by offering matching funds and grants to rural telephone companies. Although saddling rural areas with indefinite DSL service is not an ideal solution, it offers more than the Trump Administration’s apparent willingness to coddle incumbent providers with more deregulation and less oversight.

But the D.C. chattering class ignored the entire question of rural broadband problems in America and according to the Washington Post, selectively edited Mrs. Clinton’s statement into a whiny complaint she couldn’t get enough bars on her cell phone while campaigning in areas across the state where she ultimately lost:

“You cannot get cell coverage for mile,” Clinton says of the places that voted against her.

— Phil Elliott (@Philip_Elliott) May 2, 2017

Elliot is a reporter for Time magazine. If he can take her quote out of context on Twitter, is that a routine practice in Time magazine as well?

Clinton NOW talking about Pennsylvania, rural cell service. Uhhh.

— Zach Wolf (@zbyronwolf) May 2, 2017

Zach Wolf manages @CNNPolitics for the cable news channel. That does not inspire confidence in CNN.

Is @HillaryClinton adding cell coverage to “List of reasons not including myself why I lost” list? https://t.co/SaE3lzCkAm

— Clinton Soffer (@clintonsoffer) May 2, 2017

Clinton Soffer is a regional National Republican Senatorial Committee director, so his shot is at least politically predictable, but easy enough to identify as partisan.

Of course, nobody is talking about the real issue, which isn’t whether Hillary Clinton is a limousine liberal or not. It’s the bipartisan problem of downright lousy or non-existent rural broadband, a problem that incumbent providers won’t do much about unless the government arm-twists them into expansion when companies launch another merger or acquisition that needs government approval, or better yet for them, if taxpayer or ratepayer dollars help foot the bill.

At the same time this kerfuffle was going on, a private company selling VPN services decided to embark on a questionable survey asking whether Americans think broadband is a “human right” or simply a nice thing to have if you can get it.

Results of survey conducted by AnchorFree, which sells VPN services to consumers.

In April, AnchorFree surveyed an audience of over 2,000 consumers, ages 18+ about online privacy. This survey was completed online and was completely anonymous — two points that rendered it largely useless for actual opinion measurement. Online surveys are notoriously unreliable because they are heavily weighted toward those that found the survey on a website most Americans would not likely have visited, and AnchorFree offers no reliable evidence of an appropriate measurement of different demographic groups to get a properly mixed sample of opinions. In this case, we predict about 80-90% of respondents were young, male, and paranoid enough about online security to warrant shopping around for a VPN provider. But the survey does at least highlight the real issue of “not my problem” thinking that impacts on rural broadband public policy.

AnchorFree’s study asked these 2,000 visitors to its website whether they felt the internet was a “human right” or a privilege. That question was more weighted than a circus elephant, because it suggests Americans were entitled to a broadband account, presumably paid for by the government. Only one out of three respondents agreed it was “a human right.” The survey mentioned the language came from a United Nations declaration, without linking to it, which is another surefire way to get about the half the country riled up enough over the UN to stampede in the other direction.

Nobody responsible for the survey explained the premise for the UN declaration, which was first to declare broadband an extension of freedom of expression, so long as it was affordable, available, and uncensored.

It is easy to demagogue Lifeline phone service and affordable broadband as a type of welfare, as Drudge Report did in 2015.

“The Special Rapporteur underscores the unique and transformative nature of the Internet not only to enable individuals to exercise their right to freedom of opinion and expression,” according to the report’s summary, “but also a range of other human rights, and to promote the progress of society as a whole.”

It did not say broadband should be free of charge, but at least it should be available. That means just as electricity and telephone service are available today to every American that wants either or both, so should broadband.

The very thought of someone effectively paying for someone else’s broadband service went down about as well as increasing welfare benefits with survey respondents. Some people also love to make decisions on behalf of others, which is why the survey also revealed a lot of broadband selfishness. Among those who told AnchorFree broadband was only a privilege, 64% exempted themselves, declaring it was essential to them, while only 18% said it might be essential for others. How nice.

This is why it can be easy to demagogue broadband expansion programs as an unnecessary luxury. AnchorFree’s study isn’t very useful or credible on its own because the questions asked and the responses given appear in context with AnchorFree’s own agenda of peddling its products and services. Its methodology is suspect, but the results are not completely surprising.

How the rural broadband problem is framed in language can make a significant difference in how the problem is tackled. If the survey asked if Americans were in favor of guaranteed universal access to quality broadband service, the results would likely have been more favorable. Hillary Clinton’s campaign had not pledged this and her broadband platform was based primarily on spending more money to cajole phone companies to expand their networks, perhaps alluding this alone might solve the problem. It won’t for at least the last 1-2% of unserved America, because those last users will be hellishly expensive to reach. But Mrs. Clinton, and rural America, deserved something more than cheap shots about cell phone reception as part of the media’s narrative she was out of touch with rural voters. On the issue of broadband, she put her finger precisely on the problem after just visiting the area. The locals have to live with it and there are no signs this will change anytime soon.

In an interview with Christiane Amanpour at a Women for Women International event, Hillary Clinton spoke about creating jobs and the importance of access to high-speed affordable broadband in rural towns. (Women for Women International) (1:12)