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New Product Lets Broadband Providers Notify Customers When They ‘Use Too Much’ Internet

Phillip Dampier August 31, 2011 BendBroadband, Buckeye, Data Caps, WOW! 5 Comments

Are you using too much Internet service?  If your service provider thinks you are, it can alert you by barging in on your web-browsing sessions with forced notification messages warning you are about to be the latest victim of Internet Overcharging.

PerfTech, a maker of browser messaging systems has teamed up with Active Broadband Networks to deliver providers a way to notify up to two million subscribers about their broadband usage from just a single rack-based system.

“Feedback from ISPs who have deployed usage-based Internet tiers has confirmed that two factors are key to success: accurate usage measurement and quick, proactive notifications,” PerfTech vice president of sales Jane Christ said in a statement.

Most browser message injection systems are used to warn customers when they are approaching monthly usage limits or excessive use charges.  Some can even redirect web users to a single ISP-administered website to alert them their service has been suspended or request payment for additional usage with a credit card.

So far, only smaller U.S. providers are using PerfTech’s system, including WideOpenWest, BendBroadband in Oregon, and Buckeye Cable in Ohio.

  • WideOpenWest doesn’t appear to limit usage except for newsgroups.  According to their FAQ, users may download up to 5GB per month of newsgroup content;
  • Bend Broadband has a 100GB monthly limit on all but its highest speed Internet plan, which carries a 150GB monthly limit.  The overlimit fee is $1.50 per gigabyte.
  • Buckeye Cable favors “network management” techniques, which can slow down customers deemed to be using too much, at its discretion.  But the company does have a 3GB strict usage cap on newsgroup access.  Exceeding it is very costly.  The overlimit fee is a whopping $45 per gigabyte.

Knology’s Embarrassing Fact Lapses in Lawrence, Kansas

Knology's Shakedown in Lawrence

Pesky facts have a way of getting in the middle of silly marketing campaigns.  Knology of Kansas (actually Georgia) has run into this problem in a big way with its glitzy, carefully-crafted welcome website KnologyKnows.

Some of the company’s facts are uncoordinated.

Lawrence blogger Joe Davis sure noticed:

Knology put up a new website to help build their brand in Lawrence, Kansas. In big capital letters, they write:

Allow us to introduce ourselves. We’re Knology, the new (115-year-old) kid on the block.

Sounds eerily familiar to the beginning of “Sympathy for the Devil” by the Rolling Stones.  Trust me… I have no sympathy for the Devil (in this case, a non-local company), also known as Knology. Their website is called KnologyKnows.com. But considering how many “facts” they’ve put out this past week that have been wrong, they really don’t know.

[flv width=”640″ height=”253″]http://www.phillipdampier.com/video/Sunflower Broadband is Now Knology.flv[/flv]

Knology’s opening welcome video to residents of Lawrence, Kansas has some fact-checking problems. (1 minute)

Davis caught a fact-checking lapse in the company’s introductory video, which claims the world record for handshakes was 13,372.  Oops.  In 2002, while campaigning for office, soon-to-be Gov. Bill Richardson set a world record for the most number of handshakes in an eight-hour period: 13,392.

The only thing Knology has been good at so far in Lawrence is shaking down their customers with Internet Overcharging schemes.  The company has plenty of money to invest in promoting itself, but has so far retained Sunflower Broadband’s costly usage limits and overlimit fees.

Knology hasn’t been around for 115 years either — a company it bought out was.  The Interstate and Valley Telephone Company was one of many independent phone companies created to serve areas AT&T dismissed as rural backwaters not worthy of their service.  Knology itself has only been around since 1994, owned by ITC Holding Company — the people who also brought you Mindspring, a defunct Internet Service Provider sold to Earthlink one month before the dot.com crash.

Did you know Lawrence omits several states?

Davis is also unimpressed with the company’s sell-out of its customer support staff, many of whom will lose their jobs as part of the company’s “rightsizing” initiative.

For Davis, first impressions mean a lot, and Knology is doing themselves no favors.  Some of their other trivia isn’t always accurate, either:

This “fact” is told to anyone who first comes to Lawrence. However, it is wrong. Truth is, 14 states are missing from the Lawrence street grid. The first thing I did when I was told this in 2006 was to find where Connecticut street was located. The funny thing is… Of the 36 state streets in Lawrence, Georgia is not included. Knology is based out of Georgia. Whoops.

Davis says Knology has turned Sunflower’s well-regarded Twitter customer support account into an automated marketing spambot, spewing out continuous tweets telling customers to enter its giveaway and visit its newly branded website.

Stop the Cap! reader Brian, also from Lawrence, agrees with Davis.

“Knology has no concept of the truth in their marketing campaign. This is a scary test of things to come. Fortunately, we just switched to AT&T’s U-verse.”

Perhaps Knology should learn from the ghost of Mindspring, which used to have legendary customer service and a list of:

By filling out Knology's survey, you can give the company a piece of your mind over its Internet Overcharging schemes and possibly win this 32" Samsung flat panel TV.

The 14 Deadly Sins of Mindspring (a/k/a “the ways that we can be just like everybody else”)

  1. Give lousy service- busy signals, disconnects, downtime, and ring no answers.
  2. Rely on outside vendors who let us down.
  3. Make internal procedures easy on us, even if it means negatively affecting or inconveniencing the customer.
  4. Joke about how dumb the customers are.
  5. Finger point at how other departments are not doing their job.
  6. Customers can’t get immediate “live” help from sales or support.
  7. Poor coordination across departments.
  8. Show up at a demo, sales call, trade show, or meeting unprepared.
  9. Ignore the competition, they are far inferior to us.
  10. Miss deadlines that we commit to internally and externally.
  11. Make recruiting, hiring, and training a lower priority because we are too busy doing other tasks.
  12. Look for the next job assignment, instead of focusing on the current one.
  13. Office gossip, rumors, and politics.
  14. Rely on dissatisfied customers to be your service monitors.

Readers can share their views about Knology’s unjustified Internet Overcharging schemes and enter to win a 32″ Samsung flat panel TV in the process.  You need not be a customer to participate.  Just complete their survey, and be sure to let them know in the box labeled “other” that you will never do business with an Internet provider that doesn’t provide truly unlimited, full speed, flat rate broadband service.

Knology Retains Internet Overcharging Ripoff for Lawrence, Kansas Customers

"If you have to ask how much, you can't afford it."

Knology, which bought out Sunflower Broadband last year, has elected to carry forward the old owner’s Internet Overcharging schemes, charging broadband customers penalty rates for exceeding their usage allowances.

The company’s explanation for their overpriced bandwidth comes with a tall tale about their competitors they simply made up out of thin air:

Data transfer allotments allow Knology to offer higher speed service with lower prices. Unlimited, open usage plans offered by other providers typically employ network controls to slow down the high usage customers.

That’s news to us, and to their nearest competitor AT&T.  They deny speed throttling any of their U-verse or DSL customers.

While the company’s download speeds are impressive — up to 50Mbps — their upload speeds are not, topping out at a paltry 1Mbps.

Knology's pricing is nearly identical to its predecessor Sunflower Broadband, except for the $5 rate hike for its most popular Silver plan.

Knology claims they expand usage allowances based not on network capacity, but by the percentage of customers they gouge with overlimit fees:

Data transfer allotments: Each level of internet above includes the amount of data transfer indicated measured in Gigabytes (GB). The data transfer allotments are increased regularly, based on usage patterns, to ensure the number of customers who go over their allotments remains under 10%. Additional GB of data transferred beyond the allotment is billed at $1.00 per GB if not purchased at a discount before the end of the billing period. The percentage of Knology customers charged for extra data transfer beyond their allotment was 6.1% in April 2009.

Paul Bunyon, Knology's new director of marketing

Bemusingly, customers with time machines who can travel into the future and determine they will exceed their allowance for the month can pre-purchase an increase in their usage allowance at a discount.

No time machine?  Then you either pay the standard overlimit rate, watch your usage like a hawk, or potentially over-buy excess usage that expires at the end of the month.

Customers tell Stop the Cap! the company’s single, unlimited use package is “the same piece of garbage it always was,” writes Larry who lives in Lawrence.  He had high hopes Knology would do the right thing and abandon Sunflower’s overcharging schemes.

“Apparently not, and after a month with their unlimited service, I have scheduled my U-verse installation with AT&T,” Larry writes. “Even on Knology’s limited packages, they don’t provide the speeds they promise.”

Larry also says the higher speed tiers Knology offers deliver diminishing returns.

“If their uplink is congested, or the web sites you visit are busy, it won’t matter if you have 10Mbps or 50Mbps — the speed is effectively the same,” he says. “Besides, upload speed is more important these days and 1Mbps is just plain lousy in 2011.”

“Bye, bye SunKnology.”

Sunflower's Old Broadband Plans & Pricing (February 2010)

Salisbury’s Fibrant Proposes Near-‘Turn-Key’ Headend Network for Community Fiber Projects

Phillip Dampier December 16, 2010 Broadband Speed, Community Networks, Competition, Fibrant, Public Policy & Gov't, Video, WOW! Comments Off on Salisbury’s Fibrant Proposes Near-‘Turn-Key’ Headend Network for Community Fiber Projects

Crowell

Fibrant, Salisbury, N.C., community-owned fiber to the home network, shares advice to other communities considering building their own self-reliant, locally-owned broadband networks: work together and outsource the headend.

Christopher Mitchell from Community Broadband Networks alerted us to a video from TelecomTV interviewing Michael Crowell, Fibrant’s Director of Broadband Services.  In it, Crowell shows off Fibrant’s GPON fiber network and explains what the city has learned from the experience of building its own network.

Ironically, a significant part of Fibrant’s network came cheap thanks to Windstream.  It seems what the residents of Salisbury won was also a loss for those living in Concord, N.C.

Crowell explains Concord was served by a small independent phone company — Concord Telephone.  They had decided to build their customers an advanced fiber to the home network similar to Fibrant, until the company was sold to Windstream.  Windstream has no interest in delivering world-class fiber broadband to Concord (or anywhere else), and left Concord with dismal DSL, selling the fiber network equipment to Salisbury dirt cheap — for around 10 cents on the dollar.

But not everything has come so easy to Fibrant, says Crowell.  One of the company’s largest expenses is its headend, which receives, monitors, and distributes the hundreds of video channels Fibrant customers receive.

“What we think would be a better model going forward is for the other cities and counties to do what is called an open access network.  They build and maintain the fiber but get other providers to provide the service,” Crowell said.

Crowell proposes allowing the state’s two largest municipal broadband projects — Wilson in the east and Salisbury in the central-west part of the state, handle the headend, as well as customer service calls and billing on behalf of other communities interested in building their own municipal fiber networks.  Both cities can deliver bulk feeds of video channels to different parts of the state and that saves other communities from spending money to hire employees to monitor redundant, expensive equipment.

That is more or less what is happening further south in Opelika, Ala., where work is underway constructing a fiber to the home network.  But in Opelika, city officials have decided to let cable overbuilder Knology run the network.

Knology’s network is already up and running in nearby Auburn, according to Royce Ard, general manager for Knology.  Ard told WRBL TV:

“We met our scheduled date for installing our first Auburn test customers and the test is progressing nicely. We will begin adding our first paying customers by the end of October,” Ard said. “Initially, our services will be available in a limited number of neighborhoods, but as we build out our network we will contact homeowners and let them know when services are available in their area.”

Knology projects being able to offer service to its first Opelika customers by the second quarter of 2011.

“Knology is very excited about entering the Opelika market,” Ard said. “The technology that we are deploying in the Auburn/Opelika markets will allow us to offer consumers a much better product than they have today. This, along with Knology’s commitment to customer service, will greatly improve the overall experience for consumers in Auburn and Opelika.”

[flv width=”512″ height=”308″]http://www.phillipdampier.com/video/Salisbury Discusses Motivation Behind Fibrant on TelecomTV 12-16-10.flv[/flv]

Fibrant’s Michael Crowell, interviewed by TelecomTV, walks viewers through Fibrant’s fiber network and discusses community-owned fiber networks.  (7 minutes)

Opelika Endures Silly Opposition to Municipal Broadband: Zombie Appliances, Internet Takeovers, Socialism

Citizens of Opelika, Beware!  Your city government wants to take over control of your appliances, censor and control the Internet, and plant the red flag of socialism at the new Kremlin building — the Opelika City Hall on South 7th Street.

Welcome to another classic battle against municipal broadband competition.  All of the usual players have assembled, and the opposition has a overstuffed bag full of tricks — many old, some new, to convince Opelika that bringing additional cable competition to the region is just the worst thing… ever.

The proposal: to spend $33 million dollars, financed by revenue bonds (not taxpayers), to build a fiber to the home platform to deliver 21st century broadband service and competition to incumbent, recently-bankrupt Charter Cable.  The city of Opelika itself would probably not get into the cable business directly.  It proposes to work with Knology, a credible cable overbuilder already providing cable and broadband services in Alabama, to manage the day to day operations and handle customers.

Why: (from the City of Opelika website) “For many years now – not only during Mayor Gary Fuller’s Administration, but during Barbara Patton’s Administration before him and even Mayor Freeman’s administration before her – numerous complaints were received from citizens about the high prices and poor service they were receiving, while others have complained that they can’t get any cable service in their neighborhoods at all.  After years of trying to get other cable/Internet providers to come into Opelika and give Charter Communications competition – to no avail – we decided that the best way to give our citizens competitive services was to offer competition ourselves.”  No surprises there.  Large cable operators have never challenged one another in their respective markets.  Why ruin a good thing by launching a price and services war?

The vote: A referendum on the question will be held this Tuesday, asking citizens to support the project.

Opposition to the project from some quarters has bordered on hysteria, especially from a so-called “consumer grassroots group” and a local website, Opelika’s Smart Grid, that has tried to scare residents into believing city officials are on the verge of taking control of residents’ air conditioners and ovens, unleashing Big Brother on a scale even the most paranoid haven’t even considered.

Stop the Cap! investigated the group claiming to represent the citizens of Opelika, and we came away with more questions than we originally asked.

The local media has accepted, without much challenge, the representations made by these groups opposed to the municipal project.  Few questions have been asked about who belongs to the groups and how they are financed.  As Stop the Cap! has seen over the past two years, opposition to municipal broadband projects usually comes from coordinated campaigns — a direct attack by lobbyists for the cable and phone companies, and efforts by political groups to demagogue such projects hoping to pick up citizen opposition on philosophical grounds.  If Americans for Prosperity, the Heartland Institute, Digital Society, or FreedomWorks is involved, you’ve got political astroturf in action.  Since many of these political groups are on the payroll of phone and cable operators, it’s just one more way to achieve the same thing — protection for America’s broadband duopoly.

Who is “Opelika’s Smart Grid” and the Concerned Citizens of Opelika?

Stop the Cap! has researched both “groups” and discovered they are essentially one and the same.  Some of the members of “Concerned Citizens” are also the authors, and primary participants on “The Opelika Smart Grid” website.  They are strongly anti-government, and their opposition to municipal services borders at times on the paranoid.  Neither group has more than a handful of loosely-associated members, but they do bring along those who share a common, mostly Libertarian/anti-government philosophy.  Think “tea parties against municipal broadband.”

Domain name records show the website was first registered July 4th, 2010 by William Mayfield who lives on 9th Street in Opelika.  Mayfield’s concern about the project’s capability to deliver “smart grid” technology to the local electricity provider prompted him to launch into some pretty far-out conspiracy theories about the implications of the project (taken from Google web cache):

The so-called smart-grid is a government controlled power and information distribution system that combines and monitors the activities of internet, phone and power usage of the customer.  This is the vision of socialists like Al Gore and would be a huge step forward for the watching “big brother”. We need to fight this very hard, very quickly.

[…]In government speak motivate = force. And if they determine that you are not worthy of receiving power for whatever reason, like being a reformed Christian, I can assure you they’ll find authority in the “Patriot Act ” to turn your lights out. While this may sound like borderline paranoid ramblings, keep in mind that history shows that the state always takes every chance to increase its power and ultimately uses that power against its own people. Let’s don’t give them the opportunity here.

Mayfield’s tentative writings on his Citizen 10/Limits on Government blog didn’t stay public for long.  That blog has since gone private and is now unavailable without an invitation.

Privacy is a major concern, not just for Mayfield, but for virtually all of these “concerned citizens” online.  Almost nobody is willing to divulge their real names.  In fact, very little about who backs and runs these groups has been disclosed.

Jack Mazzola claims to be a member of Concerned Citizens of Opelika and has become a de facto spokesman in the local press.  He claims he is “30 years old and have been a resident of Opelika for almost two years.” During that time, he evidently forgot to update his active Facebook page, which lists his current city of residence as Atlanta, Georgia.  Suspicious readers of the local newspaper did some research of their own and claim Mr. Mazzola has no history of real estate or motor vehicle taxes paid to Lee County, which includes Opelika.

The Smart Grid ‘Death Panels-Fear Factor’

Mayfield’s website spends most of its time scaring residents about the implications of municipal fiber as it relates to their electric bills, also ranting about the Kyoto Protocol, carbon footprints, government control of appliances, and socialism generally.  While appealing to anti-government and climate change skeptics, average residents pondering the mayor conspiring to turn off their air conditioners from his office might be a bit too over-the-top, so wild claims about spending increases and municipal broadband failures are included as well.

Most of the arguments made by “The Opelika Smart Grid” website and Concerned Citizens of Opelika obfuscate the larger and more important discussion about municipal broadband.  They have gained plenty of media attention with their claims and accusations, generating considerable controversy that has little to do with the actual proposal.  For cable and phone companies that oppose the project, that represents a gift that keeps on giving.  When city officials and proponents of the project are forced to spend time and energy debating and debunking some of the wilder claims, that’s time lost selling the project and successfully explaining it to constituents.  For many voters, demagoguery breeds doubt and delivers “no” votes.

Ultimately, for most Opelika residents, the real debate is over competition to area cable and phone companies, not whether Big Brother is going to tell you when you can use your hair dryer.

The Very Wrong Arguments Against Municipal Fiber

Mayfield’s website attempts to indict municipal fiber projects with a mix of incomplete storytelling, selective editing, and questionable sourcing.  The larger argument from the group is that municipal fiber projects always fail leaving taxpayers holding the bag.  But the examples provided tell a different story, ranging from ‘comparing apples and oranges,’ condemning systems facing the same financial challenges private providers are coping with during The Great Recession, or even attacking the viability of systems not even operating yet.

Some examples they mention and the part of the story they don’t:

  • The systems in Provo and Memphis didn’t serve a single residential customer.  They were commercial service providers only serving business customers;
  • The Burlington system got caught up in the banking crisis and is trying to restructure and refinance its operations;
  • The attack on the Bristol municipal fiber system comes from The Heartland Institute, a classic political astroturf operation and an outdated 2007 piece from a political blog.
  • The system in Davidson has been written about here before — it is not even municipal fiber.  It’s a formerly bankrupt Adelphia cable operation that required substantial rebuilding — spending the same sums Time Warner Cable and Comcast would have spent had they bought it.  The investment now has a chance to pay dividends… for residents, not Time Warner Cable, going forward.

The website even attacks a municipal fiber system in Salisbury, North Carolina that has yet to begin service.  Calling the project a failure is just a bit premature.  The “Smart Grid” folks were hard pressed to find credible sourcing for their attack on Fibrant, but finally settled for some fact-starved nonsense generated from, of all places, the John Locke Society.  What’s next — Atlas Unplugged: Ayn Rand’s Treatise on Synchronous Broadband?  The group attempted to downplay the connection to the John Locke folks by linking to a content aggregator– Scribd, instead.  Now that we’ve mentioned it, they could have credited us as well.

If you are suspicious about the viability of municipal fiber, simply ask yourself if they are such failures, why do phone and cable companies spend millions to lobby against them?  Why the blizzard of scare mailers, robocalls, astroturf opposition groups, and lawsuits — all to stop what many opponents continually claim are competitive and operational failures?

The answer is, most municipal projects, like co-ops and community owned utilities, are more than viable.  Ask the residents of Wilson, North Carolina who are enjoying the benefits of municipal broadband and cable service even if they don’t become customers.  Time Warner Cable didn’t raise rates on the residents of Wilson this year — the only place in the state not to face relentless rate hikes, all because of that community’s municipal provider keeping their competitors honest.  Those who do become customers enjoy far faster and more reliable broadband service than either the cable or phone company provides in the region.

Chattanooga, Tennessee is a lot closer to Opelika than Provo is, yet somehow “The Opelika Smart Grid” website missed the success story of EPB, a municipal provider delivering the fastest broadband service in the southern United States.  Folks in Lafayette, Louisiana have lots of nice things to say about their municipal provider — LUS Fiber, as well.

Who is Paying for All This?

One important clue that astroturf is being rolled over the municipal fiber debate is the lack of public disclosure about who is financing the muni-broadband haters.

Residents vaguely know the state’s cable companies are bankrolling some of the opposition in the media, taking out full page ads attacking the proposal in the local media “paid for by the ACTA.”  It’s up to readers to discern “ACTA” stands for the Alabama Cable Telecommunications Association, the cable industry’s lobbying group in the state.  Full disclosure that isn’t.

As far as “Opelika’s Smart Grid” website and the “Concerned Citizens” group, funding sources are more murky, if only because they go out of their way not to be specific.

Stop the Cap! posted a comment asking some questions about the website’s funding sources and backers as well as questioning some of their information.  Those questions have not been made public, much less answered, despite subsequent comments written after our own submission.  What are they hiding?

Another matter of concern come from the fact these “grassroots” groups have the ability to finance expensive radio ads.  They claim they are paid for by “concerned local citizens.”  That could easily include Charter Cable, the local phone company, or their representatives.  We don’t know because the owners of the website won’t say who those people are.  In a tight economy, would you be handing over hundreds, if not thousands of your hard-earned dollars to fight for Charter Cable and AT&T by paying for radio ads?  The cable and phone companies and their lobbyist friends sure would.

With no disclosure of real names, no direct statement that there is no industry money or involvement in these opposition websites, and way-too-convenient shared sourcing of “facts” with earlier industry “dollar-a-holler” movements, it would be a major mistake to simply give these “groups” or their arguments the benefit of the doubt.

As we’ve repeatedly uncovered in our own reporting, consumers do that at the peril of their wallets, learning only later they were suckered into opposing competition that could deliver significant savings and better service.

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