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.

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

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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)

Time Warner Cable has begun a review of operations at its latest completed acquisition, Insight Communications, as it begins to transition customers away from the Insight brand towards Time Warner Cable.

Insight’s customers in Kentucky, Ohio, and Indiana won’t see changes immediately.  Time Warner says it will be “business as usual” as the company begins to manage its newest service areas.  Time Warner Cable spokesperson Mary Jo Green said the company plans no immediate channel or price changes, but some Insight subscribers are worried about the long term fate of the NFL Network, which has been a part of Insight’s cable lineup but has not been carried by any Time Warner Cable systems.

Time Warner says its engineering staff will be examining the current state of Insight’s infrastructure — a key factor in determining what services already familiar to Time Warner customers can be extended to Insight customers.  Most of them involve the cable television operation.  Features like “Look Back” and “Start Over” have not been available on Insight’s cable systems.  Insight broadband offers tiers of 10, 20, 30, and 50Mbps — same as Time Warner.  The phone service is similar as well.

Kentucky will become one of Time Warner’s largest service areas as the company absorbs Insight.  Time Warner and Insight traditionally operated as neighbors in different parts of the state. Insight served most of the city of Henderson while Time Warner Cable covered most of Henderson’s suburbs.

Time Warner Cable’s acquisition of Insight adds more than 760,000 customers, including 550,000 broadband, 670,000 cable, and 290,000 phone subscribers across three states.

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WTVQ in Louisville tells Kentucky Insight subscribers to get ready for the Time Warner Cable logo.  Time Warner completed its acquisition of Insight Communications last week.  (1 minute)

Every Arab citizen should have access to broadband by the year 2015.  That is the declaration of Dr. Hessa al-Jaber, secretary general of Qatar’s Supreme Council of Information Technology (ictQATAR), who described broadband as an absolute “citizen right” at the opening of the Connect Arab Summit 2012.

“Our target by 2015 should be that no one is denied access to any form of digital communication, and everyone is part of the connected web regionally and globally,” al-Jaber said, noting the target was consistent with her belief broadband should be considered “the simplest form of digital communications we will accept for our times.”

The Middle East is one of the fastest growing regions for broadband development as Arab governments increasingly deploy technology in an effort to grow the economy in the region.  While many oil-producing states have invested the earnings from high oil prices in technological infrastructure, most governments believe the Middle East cannot be economically sustained through the sale of fossil fuels alone.  Economic diversification is a key to sustained growth, and al-Jaber explained broadband is an absolutely essential component in those efforts.

al-Jaber

“If we want to grow our economies at a pace exceeding 7% year-on-year and over sustained periods so that income and output double every decade, create 75 million jobs by 2020, and create societies that can achieve the level progressiveness that our century demands, then we must be equipped with the digital technologies that will support our march into this prosperous future,” al-Jaber said.

Research obtained by ictQATAR found that just a 10% improvement in digitization can trigger a 0.6% gain in GDP and nearly a 1% decline in unemployment.  Broadband can also deliver a marked increase in innovation.

al-Jaber also noted many Arab region countries have made substantial progress in broadband development, some threatening to exceed the broadband rankings of countries in North America and Europe.

But the Internet can also remain a threat to countries in the region that maintain strict control on information and see the Internet as a potential threat.

“We find it disheartening that other Arab nations are severely falling behind in terms of network readiness, even in relation to their economic standing,” al-Jaber said, sidestepping the politically sensitive issue.

Other attendees noted broadband expansion in the region is outpacing that in more developed countries, and could deliver a “game-changer” for the Arab world to leap ahead of countries like the United States and Canada.

Jeffrey Sachs, director of the Earth Institute and a member of the Broadband Commission for Digital Development told the Gulf Times developing countries could leverage broadband as “a chance for convergence of progress, and for poor countries to leap ahead” of more developed societies and economies.

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Egypt, one of the focal points of the “Arab Spring” movement, is set to transform itself in part through embracing broadband as a democratization tool and resource for the country’s citizens. Nagwa El-Shenawy, Information Center Director of Egypt’s Ministry of Communications is interviewed about broadband development in Egypt.  She cited a need to expand broadband service into more parts of Egypt and keep the price affordable for all citizens.  Capacity building is key to building robust infrastructure across the Arab Region.  (6 minutes)

Subjects covered include: capacity building and the state of ICT’s within the Arab Region. The new internet Portal announced at the Connect Arab Summit 2012.

California AT&T customer Matt Spaccarelli can’t understand why his wireless phone company is selling him an “unlimited data plan” for his iPhone that is subject to being throttled to dial-up speeds after as little as 13 minutes of Netflix viewing per day over the course of a month.

Spaccarelli argued his case with several AT&T representatives, who recommended he “upgrade” his account to a tiered plan that would guarantee him at least 3GB of an unthrottled experience for the same price he was paying for an ostensibly “unlimited use” plan.

“That to me says ‘if you pay more, then you get what we promised you in the first place,’ and that is not cool,” Spaccarelli told the Associated Press.

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The Associated Press talks with Matt Spaccarelli, who successfully sued AT&T over his throttled Internet connection.  (3 minutes)

The Simi Valley man did what few AT&T customers have dared — he took the company to small claims court, and won a judgment of $850.

A Ventura County judge took a dim view of AT&T’s claim that customers can enjoy an “unlimited usage” experience, as long as they understand AT&T never promised what speeds customers would receive along the way.

AT&T lost, according to the judge, because of the legal concept of “justifiable reliance,” which means because AT&T advertises itself as the “fastest wireless network,” a normal consumer with an average understanding of mobile broadband should not expect to have their speeds on an advertised “unlimited use” plan reduced to something akin to an AOL dial-up account.

After AT&T’s representative read the company’s carefully-constructed legalese in its contract and terms of usage in court, even the judge was confused, relates Spaccarelli.

“What does this mean?” Spaccarelli remembers the judge asking.

AT&T's Control Measure for "Heavy Users"

Spaccarelli said he tried it AT&T’s way — switching to a 3GB tiered usage plan to stop the throttling on his “unlimited” plan.

“For one month they switched me to a tiered plan and that month I used the smallest amount of data ever and got the highest bill,” he told KTTV in Los Angeles. “AT&T has not and cannot show that my usage has ever caused damage to their network or caused other people to slow down.”

The AT&T Usage Limbo Dance — Lowering the Bar on Customers With Continuously-Decreasing Usage Allowances

Spaccarelli explained in court his throttling experiences with AT&T have gotten worse over the last several months as part of what he calls AT&T’s “Upside Down Pyramid Scheme.”

“The problem with using the top 5% of data users [as a basis for throttling] is because [customers] are not able to use the services that we would normally use, data usage becomes less and less,” he says. That in turn makes AT&T’s “top 5% usage throttle” engage at perpetually lower and lower usage rates.  Heavy users that used to make the top 5% of data users last fall were consuming a dozen or more gigabytes per month.  Today, AT&T’s “top 5%” consume only 2GB of data.

“When this all started I was getting slowed down after around 10GB of usage, then 8GB and then 5GB,” he says. “[Now] AT&T will admit that 2GB is the average when most people get slowed down.”

“They don’t want my usage to affect other users, which I totally understand,” Spaccarelli says. “But it seems like as long as I pay more they don’t care that my usage might affect other people.”

Spaccarelli pays AT&T around $140 a month for a plan he says AT&T sold him as “unlimited everything.”

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KTTV talked with Spaccarelli about why he decided to sue AT&T, what the experience was like, and why consumers should be concerned about usage-limiting Internet plans.  (5 minutes)

A judge was persuaded by Spaccarelli’s argument and awarded him $850 for the value of his effectively-lost “unlimited use” plan.  But Spaccarelli isn’t waiting by his mailbox — AT&T has indicated it intends to appeal the judge’s ruling and has not sent a check.  (Perhaps he could follow in the footsteps of George Kontos, an AT&T customer in Winston-Salem, N.C. who walked into a local AT&T retail store with a Forsyth County Sheriff’s deputy, to seize the store’s merchandise to satisfy Kontos’ $2,000 judgment.)

Lowering the bar on "unlimited use" customers.

That a customer successfully sued AT&T in small claims court is a potential nightmare for the company, which has worked for years to eliminate consumer protection clauses from its contracts.  AT&T already prohibits customers from pursuing class action lawsuits and typically mandates corporate-friendly arbitration in customer-company disputes.  But AT&T has not yet prohibited customers from suing them in small claims court, where damages are limited.

“I’m not a lawyer and I’ve never done something like this before,” Spaccarelli writes on his website. “I did my own research and took my own time to put together this case against AT&T.”

A case that he has begun documenting in an effort to help consumers pursue their own actions against AT&T.  He says filing a small claims case is simple.

“You give the clerk $85 and the court will give you a court date, that’s it,” Spaccarelli told AP.

Now AT&T has backpedaled on its original plan to throttle unlimited customers who use more than 2GB per month.  Instead, they have announced the throttle will kick in after 3GB of usage, the same amount offered by AT&T’s most popular $30 tiered plan.  That gives customers two choices: a speed throttle or overlimit fees for customers who exceed AT&T’s allowance.

AT&T has at least 17 million customers grandfathered on its now-discontinued “unlimited use” plan.  Any of them face the potential of throttling by AT&T, which could lead others to small claims court, with Spaccarelli’s help.  He told the New York Times he’s willing to travel anywhere in the country to appear as an “expert witness” in future court cases, as long as someone covers his travel expenses.

Spaccarelli says he’s not really interested in the $850, he just wants his unlimited use plan to really mean “unlimited use” again.

“I’d give back the money if they stopped slowing my speed down,” he says.

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Spaccarelli calls AT&T customer service looking for his $850.  (2 minutes)