Frontier Communications left dozens of businesses in the city of Rochester without phone service for well over a week because of a flooded cable the company struggled to repair.

Frontier says a flooded manhole along Interstate 490 was responsible for the outage, which primarily affected customers in the Park/Meigs Avenue District in southeastern Rochester.

But businesses are wondering why it took more than a week to bypass the damage and get phone service restored.

“We haven’t been able to get calls at all,” Stacy Ercan, owner of Stacy K Floral told WHAM News. “They have to forward our calls to the cell phone. But the cell phone can only answer one call at a time, so we’re definitely missing calls.”

“I’ve called 27 times in the last week [about the outage] and every time I get a different answer,” reported another business owner.

Some businesses say the Frontier service outage cost them more than inconvenience.  One owner reported up to an 80% drop in her business while others complained they were unable to process credit card transactions.

[flv width=”480″ height=”290″]http://www.phillipdampier.com/video/WHAM Rochester Park Avenue Shops Still Waiting for Phone Service 2-28-12.mp4[/flv]

WHAM in Rochester covers Frontier’s extended service outage that afflicted customers in southeast Rochester for over a week.  (2 minutes)

Cable "Digital Phone" Subscriber Numbers (Source: SNL Kagan)

Rick Munarriz has a bone to pick with Comcast after discovering his cable television and broadband service was out of commission.  It was the fourth prolonged outage in four weeks.  But the Comcast customer of more than a dozen years was surprised when he called the cable company and they immediately tried to sell him Comcast’s “digital phone” service:

[…] An otherwise cordial representative tells me that he’s looking into my account. I could save some serious money if I switch my landline to Comcast’s XFINITY Voice offering.

“If I did that, how would I be reporting this outage?” I asked.

“Don’t you have a smartphone?” he responds, not realizing that he has just killed his own sales pitch.

Who needs a landline when you have a wireless phone? Who needs a Comcast triple play — especially when I’m already dealing with two outs?

Although not losing customers as fast as traditional landline phone companies, cable-delivered phone service is no longer growing as fast as it once did.  Most companies picking up “digital phone” customers are winning them these days from product bundling, with aggressively priced triple-play packages of phone, Internet, and cable service.  Many of these packages include the phone line for less than $10 a month more than a double-play package of Internet and cable-TV.

SNL Kagan collects statistics from cable operators who pitch phone service and documents the highest growth in cable-provided phone service came during 2004-2009.  Now that growth has slowed.  Customers who were willing cut their landline phone off in favor of a cell phone don’t need wired phone service from the cable company either.

It seems Comcast is willing to admit the same, even when pitching its own phone product.

While some Internet Service Providers claim their broadband customers don’t need faster speeds, that is not what customers are telling surveyors.  A new British survey of over 800 Internet users found 71% would happily pay extra for a “superfast broadband connection” at speeds of 25Mbps or higher if only they could get it.

Over half of the respondents (55%) reported they could not get fast speeds even if they wanted them.

The survey, conducted by ISPreview, found price was only a barrier for around 16% of customers and only 6.2% of respondents claimed they were satisfied with the speeds they received from their current provider.

Prices in Britain for broadband are historically lower than what North Americans pay, averaging around $27 per month, according to UK regulator Ofcom.  Customers were willing to pay at least $8 more per month if they could get the speeds they crave.

“Ofcom’s own data appears to suggest that the UK is one of the lowest priced countries in the world for broadband,” said ISPreview.co.uk’s Founder, Mark Jackson. “As a result it’s quite encouraging that so many people, most of which will be use to paying very little for their current service, would still be willing to pay more for the next generation of superfast connectivity.”

Jackson reports the highest demand for the fastest speeds actually comes from rural areas in the United Kingdom — areas long deprived of suitable broadband.  Jackson says most operators are focused on upgrading urban areas which already receive better service than rural communities.

The government has plans in place to reach 90% of the country with superfast broadband by 2015.

[flv width=”360″ height=”290″]http://www.phillipdampier.com/video/WJBK Detroit 750 Verizon Wireless Workers Displaced 3-8-12.mp4[/flv]

At least 750 Verizon Wireless customer service representatives in Michigan will either have to relocate to another state or begin looking for a new job this June, as the wireless phone company announces it is shutting down its call center in Southfield.  WJBK in Detroit reports.  (2 minutes)

If you are customer of Charter Cable, chances are you are paying a lot more than $60 a month for a complete package of cable television with a DVR box and 30Mbps broadband, price locked for two years.  But Charter is selling precisely that package to customers in Monticello, Minn.  Why do they get a deal you can’t have?  Because your town probably doesn’t have a community-owned broadband provider delivering competition.

Charter’s website offers new customers a six-month cable/broadband promotion for $64.98 a month, but that does not include a DVR box and delivers half the speed Charter pitches to the chosen few in Monticello.  After six months, the deal ends. A package including what Charter sells in Monticello for $60 a month costs more than twice as much elsewhere — $145 a month for customers in Rochester and Duluth.

"For the BEST prices in town, you must call your 'In-Field' representative," the flyer declares, including the name and number of a local Charter representative.

The cable operator is keeping the two-year special offer quiet as much as possible with the use of door flyers hand-delivered to potential customers. If Charter’s five million customers nationwide find out, they may wonder why they are paying dramatically more for the exact same service.

The city of Monticello already knows why.  The local community decided the incumbent providers — TDS Telecom and Charter Communications — were not giving the city the attention it deserved, so it built its own 21st century fiber to the home system to bring faster broadband to the region.  Now the incumbent commercial operators appear to be stopping at nothing to put FiberNet Monticello out of business.  Charter’s pricing takes fat profits from customers in nearby Minnesota cities and appears to cross-subsidize the heavily discounted service on offer in Monticello.  While that delivers short-term savings to customers in Monticello, other Charter customers are helping cross-subsidize those low rates on their own high cable bills.

If you are a Charter Cable customer, why can’t you have the same deal residents in Monticello are getting?  Why not call Charter at 1-888-438-2427 and ask them?