(Courtesy: Pando Networks)

Bears who fancy a good rub up against wireless Internet transmission towers were blamed for knocking out service for customers in the Potlatch area one day, a problem unique to rural communities who make due with whatever broadband access they can find.

Such is life in rural Idaho, deemed by Pando Networks to be America’s slowest broadband state, with average Internet speeds of just 318kbps.

Stop the Cap! reader Jeff in Pocatello is happy the big city New York Times has noticed Idaho’s online challenges.

“Please take notice of this newspaper article about our online experience here in Idaho,” Jeff writes. “While it underplays the near-total failure of our state legislature to recognize there –is– a broadband problem here, at least the rest of the country will understand just how bad Internet access remains in rural America.”

Jeff should know.  Pando Networks calls Pocatello America’s slowest Internet city.  It’s no surprise why.  Pocatello residents are stuck between a rock — the infamous Internet Overcharging leader Cable ONE (incidentally owned by NY Times‘ rival The Washington Post), and a hard place — Qwest/CenturyLink DSL.

Nobody does Internet Overcharging better than Cable ONE, which baits customers with high speed access and then ruins the deal with an $8 monthly modem rental fee, infamously low usage caps and a two-year contract plan that subscribers call a ripoff.

“Cable ONE never heard of a square deal because they break every consumer rule in the book,” Jeff says. “Although the company pitches speeds up to 50Mbps, they tie it to a two-year contract that only delivers one year at that speed.  After 12 months, they reduce your speed to just 5Mbps for the entire second year, and if you cannot convince the customer service representative to renew and reset your 50Mbps contract for an additional year, there is nothing you can do about it.”

THE Internet Overcharger

Cable ONE has written the book on usage limits.  Customers paying for “blazing fast 50Mbps speed” get to consume a maximum of just 50GB per month (100GB for triple play customers) before overlimit fees of $0.50/GB kick in.  Other Cable ONE plans include daily usage limits of just 3GB, which can make Netflix viewing difficult.

“Cable ONE makes you ration your Internet like satellite providers do, and it’s very irritating because they tease you with fast speeds you literally cannot use unless you are willing to pay a lot more,” Jeff says.

The alternative for most Idahoans is DSL, if Qwest/CenturyLink provides it.  In many areas, they don’t.

“You can be a mile out of Pocatello’s city center and be told there is no DSL, and those that do get it often find it working at 1-3Mbps,” he adds.

In a country now rated 25th in terms of Internet speed, Idaho is comparatively a bottom-rated broadband disaster area.  The state secured 11 federal broadband grants to deliver some level of service in communities across the state, at a cost of $25 million.

The Slow Lane

But ask some local officials about the quality of broadband in Idaho and you find a lot of denial there is even a problem.

The Times got a brusque response to their inquiries about broadband service from the executive director for the Bannock Development Corp., a business development group.  Gynii Gilliam told the newspaper things were just fine, at least for large businesses in cities like Pocatello.

“The last thing I need is a report that says we don’t have the capacity and speed, when I know it exists,” Gilliam said. She noted that Allstate Insurance was opening a $22 million call center in Pocatello and that the Federal Bureau of Investigation has a service center there. “We have not lost any business because of Internet speeds,” she said.

Which proves the old adage that you can have just about anything, for the right price.  The disparity between residential and business broadband — urban and rural — is particularly acute in mountain west states like Idaho.  Verizon was considering rural Wyoming for a multi-billion dollar high speed Internet data center, until it found it could purchase an alternative already up and running elsewhere.  Meanwhile, much of the rest of Wyoming has no Internet, slow speed wireless or DSL, or limited cable broadband in some larger communities.

Even Gilliam admitted her home broadband account was nothing like the service Allstate Insurance was likely getting.

“It feels like it’s moving in slow motion,” she told the Times. “A lot of times I’ll start downloads and not complete them.” She said she was happy as long as she could get e-mail.

But not everyone is satisfied with an Internet experience limited to occasional web browsing and e-mail.

Qwest (now CenturyLink), is Idaho's largest Internet Service Provider.

“With countries like Latvia getting better broadband than we have, it’s only a matter of time before we start to lose even more jobs in the digital economy over this,” Jeff says. “This is one more nail in the coffin for rural economies in the west, which are being asked to compete with bigger cities and eastern states that have much better infrastructure.”

Pando found the northeast and mid-Atlantic states, excepting Maine, New Hampshire, and Vermont, have the best broadband speeds in the country.  The mountain west has the worst.

Rural states like Montana, the Dakotas, eastern Oregon, Idaho, Wyoming, and Utah are the least likely to have widespread access to cable broadband, which can typically offer several times the Internet speed found in smaller communities with DSL service from dominant provider Qwest (now CenturyLink).  CenturyLink claims 92 percent of their customers have some access to broadband, but didn’t say at what speeds or how many customers actually subscribe to the service.

In Idaho, cost remains a factor, so CenturyLink is planning to sell low-income households a discounted DSL package.  Speeds and pricing were not disclosed.

Jeff says the real issue is one of value.

“Some in the Times article blame lack of access, while others claim it’s all about the cost, but it’s really more a question of ‘is it worth paying this much for the service we actually get’,” Jeff says.

“Cable ONE is simply deal-with-it Internet, with usage caps and contract traps that leave customers feeling burned, but their only other choice is Qwest, and they show few signs of caring about delivering fast broadband in this state,” Jeff says.

“I believe CenturyLink Idaho’s vice president and general manager Jim Schmit when he says, ‘We’re in business to make a profit,’ Jeff concludes. “There isn’t a lot of profit in selling Internet service in rural mountain states, so the company simply doesn’t offer it where they won’t make back their investment quickly.”

“The question is, should profit be the only thing driving broadband deployment in the United States?  If you answer ‘yes,’ Idaho is the result.  If you answer ‘no,’ and think it is an essential utility, profit shouldn’t be the only consideration.”

[flv width=”640″ height=”380″]http://www.phillipdampier.com/video/Cable ONE Countdown High Speed Internet.flv[/flv]

Cable ONE’s ad for 50Mbps leaves out a lot, including the 50GB usage cap and two-year contracts that downgrade service to just 5Mbps for the entire second year.  (1 minute)

Click to Enlarge

Frontier Communications’ DSL service delivers abysmal results for customers looking for quality time with Netflix.  For the second quarter running, the independent phone company’s ability to keep up with Netflix’s high quality video is about on par with a garden slug in a triathlon — yes, it may eventually reach the finish line, but you’ll be dead before it happens.  Even more embarrassing for Frontier, their service is occasionally beaten by Clearwire, a wireless ISP with a bandwidth throttler that can reduce your online experience to the painful days of dial-up if deemed to be using “too much.”

“Frontier sucks,” writes Stop the Cap! reader Doug in Charleston, W.V. “After they took over where Verizon fled, my ability to watch Netflix online became a source of endless frustration, so now I limit myself to mailing DVD’s back and forth.”

Remarkably, Charter Cable, which does poorly in customer satisfaction surveys, is again the runaway winner, followed by Comcast, the heavily usage-capped Cable One, Time Warner Cable, and Cox.  Verizon and AT&T only deliver middling performance.

Cable One or Cellular One?

Cable One is unique among America’s top-10 large cable system owners for its nearly incomprehensible broadband usage policies, only fully disclosed to customers after they sign up for service.

The cable company, owned by the owners of the Washington Post, have been tinkering with their broadband pricing and Internet Overcharging schemes as they embark on upgrades to DOCSIS 3 broadband service.  The result: faster broadband service priced like a cell phone plan.

Currently, Cable One controls usage of their customers with a daily usage ration coupled with a speed throttle.  For customers, it means keeping track of usage, time of day, and whether you are in the over-usage doghouse with speeds cut in half.

Stop the Cap! went through the sign-up procedure offered online at the Cable One website, suggesting we were new customers in the Anniston, Alabama area.  While the company is quick to disclose speeds and plan features, it takes some deep wading through an Acceptable Use Policy for new customers to unearth the company’s extensive and complicated limits on broadband usage.  The company doesn’t even like to disclose they are throttling your speeds in half as a punishment.  Instead they refer to them as ‘Standard Speeds’:

Company officials have been telling Cable One customers some of these complicated usage formulas are about to be relaxed as they introduce their new 50Mbps DOCSIS 3 broadband service.  With Cable One delivering service primarily in small cities and rural areas, the arrival of 50Mbps broadband has generated considerable excitement, until customers learned the cable company has decided to market it like a cell phone plan.

Cable One primarily serves small cities and towns in the central and northwestern United States.

“The new 50Mbps plan is downright bizarre here in Fargo, N.D.,” writes Stop the Cap! reader Paul.  “It actually costs less than their 10Mbps plan — I was quoted $45 a month for the broadband-only option, $35 if I signed a two year contract.  That actually saves me money as I currently spend just over $50 a month for their 10Mbps plan.”

But Paul learned the super fast broadband plan comes with some major strings attached.

“It is limited to 50GB of usage per month on what they are calling their ‘data plan,'” Paul shares.  “The customer service representative said it was like ordering a data plan with your wireless phone.”

Currently, the 50GB limit is the only data plan on offer, and the usage cap does not apply to usage overnight from midnight until noon the following day.  But those exceeding it at other times face a $0.50/GB overlimit fee.

Paul also says Cable One appears to be ready to dispense with the complicated speed throttle it uses on its mainstream 3-12Mbps broadband plans.  Cable One traditionally gave customers a daily usage allowance ranging from 1-11GB, after which accounts were subject to throttled speeds for the next 24 hours.

“Customers have complained about the slow speeds, throttles, and usage limits for years, if only because they couldn’t navigate all of them and Cable One’s usage measurement tool is often offline or inaccurate,” Paul writes.

“I first learned about Stop the Cap! when Cable One tried to charge some of our local residents $1,000 for cable equipment lost in a fire,” Paul says.  “Cable One has been so bad my wife was hoping Mediacom… Mediacom, would deliver us from them with a buyout.”

Cable One is an example of a cable company that has gone all out with Internet Overcharging, delivering customers an expensive and speed throttled broadband experience.

“Even though the lower price for the 50Mbps plan looks nice, it’s not if you start going over the limit,” Paul says.  “Sorry, broadband is not cell phone service.”

He is sticking with his current 10/1Mbps service plan.

Cable One representatives argue very few customers exceed any of the company’s plan limits, less than 1 percent exceeding them consistently.

Dora Gonzales may have to explore other options for Internet service, thanks to Cable One.

Dora Gonzales sat down in front of her computer this week to check her e-mail, surf the web and play a little Tetris.

Instead of e-mail, the Albuquerque resident found a message telling her to call Cable One’s Internet security department, because her service was canceled.

“You downloaded a movie illegally and we’re shutting your service off,” came the explanation from Cable One, her local cable company.

Gonzales proclaimed her innocence, noting she doesn’t have the first clue how to download movies online.

After several minutes of conversation, Cable One figured out what was probably happening.  Gonzales not surprisingly didn’t secure the wireless network Cable One provided her with its cable modem broadband service.  Someone, possibly a neighbor, hopped on board her connection for some downloading mischief.  As a result, the illegal download was traced back not to the perpetrator, but to Gonzales — who takes the fall because it was her account.

Cable One manager told KOB-TV that Gonzales was ultimately responsible, even though the situation is not unique.

“What will happen is because they’re using your modem, it’s going to come back to you,” said Cable One manager David Gonzalez. “So the movie company or whoever is going to be trying to press charges will be looking at you because it came from your computer.”

Cable One wants to reduce the risk customers might face using the company’s wireless equipment, so effective immediately, it is requiring customers use passwords to access their wireless networks.

While a noble idea, Stop the Cap! reader Jon notes his Cable One gear only offers him the option of WEP security, a wireless security protocol that was broken back in 2005.

“Any neighbor savvy enough to run peer-to-peer traffic over the neighbor’s Wi-Fi is probably well-equipped to hack their way through WEP-based security in mere minutes,” he writes.  “Even worse, it becomes a lot harder for victims to claim innocence when they were running in a ‘secure mode’ that is anything but.”

A quick check with Cable One shows the cable company is equipping at least some of its customers with more security-conscious modems.  The company now advises customers to use WPA-PSK security, which its newer equipment supports.  Existing customers using older WEP-only modems should consider switching them out with Cable One for newer equipment.

Frontier Communications is another provider equipping some of its DSL customers with WEP-only modems.  We had one at Stop the Cap! headquarters when we tested their DSL service last year.

Consumers using wireless routers are advised to use the latest versions of WPA security, which offer better protection.  Be sure to use a password that is easy for you to remember but hard for others to guess.  Using a combination of letters and numbers and avoiding words or phrases is strongly recommended.

[flv width=”480″ height=”290″]http://www.phillipdampier.com/video/KOB Albuquerque Providers Crack Down of Wireless Pirating 11-8-10.flv[/flv]

KOB-TV in Albuquerque reports Cable One is shutting off broadband service for customers not using wireless security.  (2 minutes)

A massive fire raced through 62 apartments at the Galleria apartment home complex in Fargo, N.D., in mid-October leaving two firefighters temporarily trapped and 150 residents with nowhere to stay.

As displaced residents contemplated the loss of their personal possessions, dealt with insurance company red tape in trying to get temporary housing allowances, and coped emotionally through the devastation, Cable One, the complex’s cable operator (owned by the Washington Post), wanted to let fire victims know they were thinking of them… and the hundreds of dollars in cable equipment lost in the fire.

“We’ve been hurt too,” Cable One’s General Manager Scott Geston actually told NBC’s Today show.

Two days after the fire, Cable One started reaching out to some fire victims demanding payment for their lost cable equipment, payable with cash, check (with proper ID of course), or money order… or else.

Cash, check, or money order?

“When may we expect payment?” was the most important question on the cable company’s mind according to several residents infuriated by Cable One’s completely unsympathetic attitude.

In Fargo, local stores, churches, community groups and individuals are donating time, money, and even places to stay for displaced Galleria residents or their pets. Cable One’s disaster recovery plan is to hurry out bills for $1,000 or more for their lost equipment.

“They can… exhale rapidly on me,” writes former Galleria resident Jim who found Stop the Cap! thanks to the Washington Post‘s opposition to Net Neutrality.  “I ‘re-phrased’ that because I am sure your group has readers of all ages, but I think most can put it together.”

Jim said Cable One is trolling around looking for at least $1,000 from him for equipment incinerated in the fire.

“We are staying at a extended-stay motel on an emergency stipend and these bloodsuckers have started demanding money,” he writes. “If only my renter’s insurance agent was as aggressive in handling my claim.”

Other fire victims are reporting similar experiences of unparalleled aggressiveness by the cable operator, literally hours after the fire.

It’s also the talk of Fargo:

Some fire victims say the pain and suffering they endured from the cable company didn’t start with the fire, because Cable One provided bad service all along.  But now that the fire is over, the company’s attitude towards the fire victims shows the true extent of how low this cable company can go.

“It’s all about the money with them — they want their money, and some fellow victims tell me the company has been increasing the dollar amounts demanded,” Jim writes.

When will Jim be paying Cable One?  “When hell freezes over.”

Pets rescued from the fire at the Galleria

That’s an attitude shared by several Galleria residents.

It’s also an attitude expressed by many other cable and satellite companies who would not think of charging fire victims for equipment lost in tragic circumstances like this.  The damage to the company’s reputation would be worth more than the value of the lost equipment.

“If you have a crappy reputation to start with, there is little to lose acting like insensitive thugs in cases like this,” according to Jim.

Many residents have other issues more important than repaying the cable company for cable boxes.  Many Galleria renters with pets are discovering finding a new permanent home may mean giving up their dogs and cats — they are not allowed at most Fargo apartment complexes.

After the local and national media pounced on the story, Cable One retracted their earlier insistence on being paid… slightly.

The Associated Press reported Cable One has now agreed to “eat the cost of damaged equipment for customers with modems, telephones or digital receivers.”

But the company still demands payment for lost DVR boxes, which Geston says are worth $500 new. The company wants residents with renter’s insurance to submit claims. For those without insurance, Geston says Cable One is open to resolving the issue by determining a fair payment plan.

Customer Rick told a Fargo TV station they shouldn’t hold their breath waiting for his check. He won’t be paying them. “No. On principle, I’m not.”

[flv]http://www.phillipdampier.com/video/KVLY Fargo Cable One Wants Their Money 10-17-10.flv[/flv]

KVLY-TV in Fargo shares the story of upset fire victims horrified Cable One is demanding hundreds of dollars to replace lost cable equipment, in some cases just 48 hours after the fire.  (3 minutes)