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Midcontinent Communications Completes Acquisition of US Cable in Minnesota, Wisconsin

Phillip Dampier October 10, 2011 Consumer News, Midco, US Cable 1 Comment

One of the country’s smallest cable operations grew a little bigger this month with the acquisition of 113 US Cable-owned systems in rural Wisconsin and Minnesota.

Approximately 33,000 customers in communities like Brewster, Heron Lake, Okabena, and Round Lake will be transitioned from New Jersey-based US Cable to Midcontinent this fall.

They will join over 275,000 Midcontinent customers in North and South Dakota, Minnesota, and Wisconsin.  US Cable sold the cable systems as the company continues to unwind its partnership with Comcast.

Midcontinent intends to beef up its customer service operations by opening a new call center in West Fargo, N.D.

Eventually, US Cable subscribers will find their Internet services transitioned to Midcontinent, which delivers service over a reasonably advanced hybrid fiber-coaxial network.

Frontier Tells Consumers They Can Buy Metro Ethernet Service Most Can’t Afford

Frontier Communications has announced the availability of Metro Ethernet service to a total of 55 cities in 11 states, with one Frontier representative describing it as perfect for individuals “who are serious gamers, people who download videos and those who watch TV and movies on their computers.”  Apparently Diana Anderson, technical supervisor for Frontier in Kennewick, Wash., has not read Frontier’s Washington State service tariff (5.7.7b) to understand the cost implications of signing up for the service.

Metro Ethernet falls between DSL and fiber optic connectivity, and delivers service at speeds that can approach 100Mbps or more, depending on telephone company facilities and the distance of copper between your home or business and the central switching office.  There are Metro Ethernet services that work over fiber networks, fiber-copper hybrid networks, and even traditional copper landlines — the ones Frontier uses to deliver its MetroE service.

Frontier is pitching Metro Ethernet primarily to medium and large-sized businesses who need more speed than the phone company can offer over its traditional DSL products.  The reason it’s not marketed to consumers is the cost.  Frontier’s Metro Ethernet service is included in Frontier’s tariff for Washington with an installation fee of $320 and a Metro Ethernet-Special Transport fee of $75 a month per DS1 (1.544Mbps).  Customers can get additional speed above 1.544Mbps by paying for additional DS1’s.

We called Frontier’s customer service and asked about service pricing in the Rochester area.  A residential customer service representative had to transfer us to the business products office — they do not sell “residential” Metro Ethernet.  A representative there said the service was available in several parts of Rochester, but was “completely unfeasible” for residential customers because of its cost.  Frontier DSL is the recommended solution for all residential customers in western New York, despite the fact the service does not exceed 3Mbps in our neighborhood (although it is marketed at speeds up to 10Mbps locally).

The following communities now have access to Frontier MetroE service:

  • Coeur d’Alene, Idaho
  • Bloomington, Carbondale, DeKalb, Freeport, Jacksonville, Lincoln, Marion and Olney, Illinois
  • Elkhart, Fort Wayne, Lafayette, Richmond, Terra Haute and Valparaiso, Indiana
  • Adrian, Coldwater, Mount Pleasant, Muskegon and Sturgis, Michigan
  • Bryson City, Burnsville, Cherokee, Creedmoor, Durham , Hayesville, Marion and Murphy, North Carolina
  • Gardnerville, Nevada
  • Athens, Bowling Green, Delaware, Jackson, Marion, Medina, Troy and Wilmington, Ohio
  • Beaverton, Coos Bay, Gresham and Hillsboro, Oregon
  • Myrtle Beach, South Carolina
  • Everett and Kennewick, Washington
  • Merrill, Sun Prairie and Wausau, Wisconsin

Let us know what kind of pricing and promotions you can get from Frontier for Metro Ethernet in your area in our comments section.

Comcast Tells Widow to Go Stand In Line With Death Certificate to Make Account Changes

Phillip Dampier October 6, 2011 Comcast/Xfinity, Consumer News, Editorial & Site News Comments Off on Comcast Tells Widow to Go Stand In Line With Death Certificate to Make Account Changes

A Comcast customer in San Carlos, Calif., wanted to change her Comcast account so she need not be reminded of the recent passing of her husband, under whose name the account was listed.  A simple call to Comcast to request a change met with resistance from a representative, who told her to get in her car, drive to Redwood City, and go stand in line with an original copy of his death certificate.

Judy did as she was told, and Comcast didn’t.  The following month, another bill in his name arrived.  Judy ended up telling the whole story to the San Jose Mercury News:

I again called customer service and was told, “Don’t worry, the change is in the system and will show on your next bill.”

Well, I received the bill dated Aug. 28, and it is still in his name.

On Sept. 1, I mailed a letter to the customer service manager at the Redwood City service center and to this date have had no response.

On Sept. 6, I emailed to the “We Want to Hear from You” address telling them about this, and I received an automatic response: “Thank you for your comments,” but nothing since.

In my letter I told them I will not pay that bill until I receive the bill in my name accompanied by a written apology for this gross insensitivity and complete lack of “customer service.”

A Comcast representative eventually called her back and told her the company doesn’t do written apologies, but did apologize over the phone.

After the newspaper intervened, attitudes changed dramatically.

“On Monday morning Debbie called me and after much apologizing on her part, we agreed on a month of our service deducted from my current bill,” Judy reports.

Cable companies who have earned the scorn of their customers could go a long way towards correcting their dismal record of customer service by using some common sense and sensitivity.  A family tragedy should never force someone to hike down to the local cable office with an original death certificate just to change a name on an account.  It also should not take media intervention to get someone to do the right thing.  Stop the Cap! has covered at least a dozen cases of customers running into brick walls with front line service representatives who are not authorized to do what needs to be done.  When that changes, consumers will be grateful.

 

iPhone Owners Start Bugging AT&T for Special Upgrade Discounts

Phillip Dampier October 6, 2011 AT&T, Competition, Consumer News, Wireless Broadband 4 Comments

Courtesy: Gottabemobile

Just two days after the less-than-overwhelming unveiling of the incrementally-upgraded Apple iPhone 4S, the “must-have-it” crowd has begun melting down the customer service lines of AT&T looking for special discounted upgrade pricing, even though many are months away from the end of their contracts.

AT&T customers are being invited to dial *639# from their phones for an upgrade text message in response.  Others are visiting AT&T’s Phone Upgrade website.  Many are not happy to find AT&T isn’t automatically throwing out the rules for two-year contract upgrade pricing, and are being offered phones that include an early upgrade penalty and a new two year contract.:

  1. $250 early upgrade penalty fee;
  2. $199 for the iPhone 4S (8GB model) on a new two-year contract (other models available);
  3. $18 upgrade activation fee;
  4. Shipping, handling, and taxes extra.

For the benefit of having the latest iPhone, AT&T customers will pay at least $467.  That $250 early upgrade fee appears to be different from the company’s standard early termination fee: $325 minus $10 for each full month of your two year contract that you complete.

Several customers are unhappy to hear that, so they are calling up AT&T and demanding the same discounts a new iPhone customer would get.  AT&T has a history of bending over backwards for their iPhone customers, because they often spend more than other customers on higher-priced service plans.  In many cases, customers got their current generation iPhone months before contract renewal time, scoring significant savings and avoiding penalties other phone owners face when attempting early upgrades.  Many customers expect they’ll get the same treatment again, but AT&T is showing signs it has few reasons to agree to every request.

Surveying several message boards, it appears AT&T is granting early upgrades only to their best, biggest-spending customers.  Everyone else gets to wait.  For those who managed to acquire the iPhone 4 on the day it was released, discounted upgrades without the $250 penalty will become available the day after Thanksgiving.

Telephone Companies Bilking Consumers for Fatter Revenue Is as Simple as “ABC”

The primary backers of the ABC Plan

Today, Federal Communications Commission Chairman Julius Genachowski is scheduled to deliver a major announcement on reforming the Universal Service Fund (USF) — a federal program designed to subsidize the costs of delivering telecommunications services to rural America.

The reform, long overdue, would transition a significant percentage of USF fees every telephone customer pays towards broadband deployment — a noble endeavor.  For years, Americans have paid more than $5 billion annually to phone companies large and small to maintain rural landline service.  Small co-op phone companies depend on the income to deliver affordable service in places like rural Iowa, Kansas, and Alaska.  But large companies like AT&T and Verizon also collect a significant share (around $800 million annually) to reduce their costs of service in the rural communities they serve.

That’s particularly ironic for AT&T, which time and time again has sought the right to abandon universal rural landline service altogether.

Genachowski’s idea would divert USF funding towards broadband construction projects.  The argument goes that even low speed DSL requires a well-maintained landline network, so phone companies that want to deploy rural broadband will have to spend the money on necessary upgrades to provide just enough service to earn their USF subsidies.  The lower the speed, the lower the cost to upgrade networks and provide the service.  Some may choose wireless technology instead.  Since the telephone companies have fought long and hard to define “broadband” as anything approaching 3-4Mbps, that will likely be the kind of speed rural Americans will receive.

At first glance, USF reform seems like a good idea, but as with everything at the FCC these days, the devil is always in the details.

Dampier: Another day, another self-serving plan from the phone companies that will cost you more.

While headline skimmers are likely to walk away with the idea that the FCC is doing something good for rural broadband, in fact, the Commission may simply end up rubber stamping an industry-written and supported plan that will substantially raise phone bills and divert your money into projects and services the industry was planning to sell you anyway.

Stop the Cap! wrote about the ABC Plan a few weeks ago when we discovered almost all of the support for the phone-company-written proposal comes from the phone companies who back it, as well as various third party organizations that receive substantial financial support from those companies.  It’s a dollar-a-holler astroturf movement in the making, and if the ABC Plan is enacted, you will pay for it.

[Read Universal Service Reform Proposal from Big Telcos Would Rocket Phone Bills Higher and Astroturf and Industry-Backed, Dollar-a-Holler Friends Support Telco’s USF Reform Plan.]

Here is what you probably won’t hear at today’s event.

At the core of the ABC Plan is a proposal to slash the per-minute rates rural phone companies can charge big city phone companies like AT&T and Verizon to connect calls to rural areas.  You win a gold star if you correctly guessed this proposal originated with AT&T and Verizon, who together will save literally billions in call connection costs under their plan.

With a proposal like this, you would assume most rural phone companies are howling in protest.  It turns out some are, especially some of the smallest, family-run and co-op based providers.  But a bunch of phone companies that consider rural America their target area — Frontier, CenturyLink, FairPoint and Windstream, are all on board with AT&T and Verizon.  Why?

Because these phone companies have a way to cover that lost revenue — by jacking up your phone bill’s USF surcharge to as much as $11 a month per line to make up the difference.  In the first year of implementation, your rates could increase up to $4.50 per line (and that fee also extends to cell phones).  Critics have been widely publicizing the increased phone bills guaranteed under the ABC Plan.  In response, advocates for the industry are rushing out the results of a new study released yesterday from the Phoenix Center Chief Economist Dr. George S. Ford that claims the exact opposite.  Dr. Ford claims each customer could pay approximately $14 less per year in access charges if the industry’s ABC Plan is fully implemented.

Genachowski

Who is right?  State regulators suggest rate increases, not decreases, will result.  The “Phoenix Center,” unsurprisingly, has not disclosed who paid for the study, but there is a long record of a close working relationship between that research group and both AT&T and Verizon.

But it gets even worse.

This shell game allows your local phone company to raise rates and blame it on the government, despite the fact those companies will directly benefit from that revenue in many cases.  It’s a real win-win for AT&T and Verizon, who watch their costs plummet while also sticking you with a higher phone bill.

The USF program was designed to provide for the neediest rural phone companies, but under the new industry-written rules being considered by the FCC, just about everyone can get a piece, as long as “everyone” is defined as “the phone company.”  There is a reason this plan does not win the hearts and minds of the cable industry, independent Wireless ISPs, municipalities, or other competing upstarts.  As written, the USF reform plan guarantees virtually all of the financial support stays in the Bell family.  Under the arcane rules of participation, only telephone companies are a natural fit to receive USF money.

Genachowski will likely suggest this plan will provide for rural broadband in areas where it is unavailable today.  He just won’t say what kind of broadband rural America will get.  He can’t, because the industry wrote their own rules in their plan to keep accountability and oversight as far away as possible.

For example, let’s assume you are a frustrated customer of Frontier Communications in West Virginia who lives three blocks away from the nearest neighbor who pays $50 a month for 3Mbps DSL broadband.  You can’t buy the service at any price because Frontier doesn’t offer it.  You have called them a dozen times and they keep promising it’s on the way, but they cannot say when.  You may have even seen them running new cable in the neighborhood.

Frontier has made it clear they intend to wire a significantly greater percentage of the Mountain State than Verizon ever did when it ran things.  Let’s take them at their word for this example.

The telephone companies have helpfully written their own rules for the FCC to adopt.

Frontier’s decision to provide broadband service in West Virginia does not come out of the goodness of their heart.  At a time when landline customers are increasingly disconnecting service, Frontier’s long-term business plan is to keep customers connected by selling packages of phone, broadband, and satellite TV in rural markets.  Investment in DSL broadband deployment has been underway with or without the assistance of the Universal Service Fund because it makes financial sense.  Our customer in West Virginia might disconnect his landline and use a cell phone instead, costing Frontier any potential broadband, TV and telephone service revenue.

Under the ABC Plan, Frontier can be subsidized by ratepayers nationwide to deliver the service they were planning to provide anyway.  And what kind of service?  The same 3Mbps DSL the neighbors have.

If your county government, a cable operator, or wireless competitor decided they could deliver 10-20Mbps broadband for the same $50 a month, could they receive the USF subsidy to build a better network instead?  Under the phone company plan, the answer would be almost certainly no.

Simon Fitch, the consumer advocate of the Federal-State Joint Board on Universal Service, which advises the FCC on universal service matters, says the ABC Plan is a consumer disaster.

“Although a stated goal of the FCC’s reform effort is to refocus universal-service funding to support broadband, the industry’s ABC plan requires no real commitment to make broadband available to unserved and underserved communities,” Fitch writes. “Companies would receive funds to provide broadband with upload and download speeds that are already obsolete. States would be given no real enforcement power.”

Fitch is certain companies like AT&T and Verizon will receive enormous ratepayer-financed subsidies they don’t actually need to provide service.

Back to AT&T.

In several states, AT&T is seeking the right to terminate its universal service obligation altogether, which would allow the same company fiercely backing the ABC Plan to entirely walk away from its landline network.  Why?  Because AT&T sees its future profits in wireless.  Under the ABC Plan, AT&T could build rural cell towers with your money to provide “replacement service” over a wireless network with or without great coverage, and with a 2GB usage cap.

At the press conference, Genachowski could still declare victory because rural America would, in fact, get broadband.  Somehow, the parts about who is actually paying for it, the fact it comes with no speed, coverage, or quality guarantees, and starts with a 2GB usage cap on the wireless side will all be left out.

Fortunately, not everyone is as enamored with the ABC Plan as the groups cashing checks written by AT&T.

In addition to state regulators, Consumers Union, the AARP, Free Press, and the National Association of Consumer Advocates are all opposed to the plan, which delivers all of the benefits to giant phone companies while sticking you with the bill.

There is a better way.  State regulators and consumer groups have their own plans which accomplish the same noble goal of delivering subsidies to broadband providers of all kinds without increasing your telephone bill.  It’s up to the FCC to demonstrate it’s not simply a rubber stamp for the schemes being pushed by AT&T and Verizon.

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