AT&T and Verizon have forced some of their customers to abandon DSL service in favor of fiber upgrades that are sometimes not actually up and running or leave customers with no phone service during power outages.

Wall, N.J. resident James Hallock found his DSL service suddenly stopped working earlier this month, so he called Verizon Communications to get service restored.

“A Verizon tech explained that the service was no longer being offered,” Hallock said.

The termination of his DSL service came with no prior notification, complained Hallock, and Verizon told him his only way back to broadband with the phone company was a forced upgrade to a more costly FiOS package that included phone service that won’t work during power outages.

“In the last outage I saw, people were out of electricity for weeks,” Hallock told the Asbury Park Press in an email. “I don’t believe it’s true that we have to give up traditional phone service, but try spending hours on the phone with Verizon to find out.”

Verizon spokesman Lee J. Gierczynski told the newspaper, “We don’t discontinue a customer’s service without notification, so we’ll have to find out more about what specifically is going on with this customer.”

But Verizon’s CEO says the company is embarked on a plan to rid itself of its copper wire network, especially where FiOS fiber exists.

“Every place we have FiOS, we are going to kill the copper,” Verizon CEO Lowell McAdam told attendees of an investor conference last year. “We are going to just take it out of service. Areas that are more rural and more sparsely populated, we have got LTE built that will handle all of those services and so we are going to cut the copper off there.”

Jackie Patterson, another Verizon customer, found her DSL service suddenly stopped working on Christmas Day.

“Verizon said that they were discontinuing the service and we had to get FIOS Internet (no more DSL) and FiOS phone service,” Patterson said. “I liked the idea that we still had phone service during blackouts — like during Sandy — but now we won’t be able to have that with FIOS.”

AT&T has been doing its part to cut off DSL customers as well. One AT&T customer reported her AT&T DSL service was suddenly terminated without notice in October, 2012 because her neighborhood was scheduled to be upgraded to U-verse, AT&T’s fiber to the neighborhood service. Five months later, AT&T’s U-verse network is still not available, despite the “forcible upgrade,” and nobody at AT&T can tell when it ultimately will be.

“It’ll be resolved on February 22nd,” AT&T promised back in December — two months after Brie’s service initially went dead, she tells The Consumerist.

“A representative showed up today to complete our installation,” complained Brie. “Guess what he found? The lines outside aren’t working. And guess what he told me? He’d talk to his manager. He’d escalate it. He’d get engineering out. He didn’t know how to fix it. He couldn’t tell me when or how or what needed to be done and no timetable as to when the work would be complete.”

Unfortunately for Brie, switching to the local cable company isn’t an option – it doesn’t offer service to her home.

Phillip “Do you want to depend on AT&T for phone service that could be gone with the wind for weeks?” Dampier

Superstorm Sandy is getting credit for exposing the thin veneer of the “wireless future” some phone companies want to give their most rural customers after disconnecting their home phone lines in favor of wireless service.

Unfortunately for the providers selling you on the wireless revolution, reality intruded last month when Category 1 Hurricane Sandy arrived. In its wake, the storm obliterated a significant amount of wireless phone service for weeks in some of the most urbanized sections of the country, while leaving underground, traditional wired phone service largely untouched.

The storm that blew into the northeastern U.S. Oct. 29 left a legacy of interrupted or inadequate cell service that lasted more than two weeks. AT&T and Verizon Wireless reported their networks were not fully restored until Nov. 15. Sprint and T-Mobile are still addressing some issues with their networks as of today.

Although the storm was enormous in scope, it was only a Category 1 hurricane. It could have been much worse.

So where did things go wrong?

Although some sites lost their wired backhaul connection which connects the tower to the provider, the biggest problem was commercial power interruption. Without power, many providers were caught flat-footed with inadequate on-site backup plans to keep cell towers up and running until regular power could be restored.

The wireless industry fought tooth and nail against common sense regulations proposed by the Federal Communications Commission after Hurricane Katrina devastated infrastructure and power facilities in southern Louisiana and Mississippi.

The FCC proposed that every cell tower be equipped with on site battery backup equipment that could sustain service for a minimum of eight hours — sufficient time for power to be restored or company engineers to arrive with more robust generators.

Providers howled about the cost of outfitting the nation’s 200,000 cell sites with even a conservative amount of backup power. The cellular industry lobbying group and Sprint sued, calling it a wasteful and unnecessary mandate. The Bush Administration eventually dropped the whole matter in November 2008 as part of its war on “burdensome” regulation.

Since then, providers have been free to design their own emergency backup plans, or have none at all. Few have made those detailed plans public, giving customers information about how likely their cell phone will work in the event of a disaster.

Verizon Wireless has been the most aggressive, voluntarily adopting the proposed FCC standards and outfitting all of their cell sites with a minimum of eight hours of battery backup power. Other providers have backup facilities at some sites, often with lower capacity batteries that won’t last as long.

Sandy illustrated that even eight hours might be inadequate. Many cell sites were on generator power for more than a week, assuming engineers could regularly reach each tower with equipment and fuel.

Other cell sites could not be returned to service immediately because of major wind damage or flooding. Those that were in service were often overburdened by enormous call volumes.

Meanwhile, unless your landline provider’s central office was flooded, your phone line kept working during and after the storm, especially if your neighborhood wiring is buried underground.

In many cases, it was the only thing working, because traditional phone lines are independently powered and not dependent on electric service in your home to operate. That is what kept your dial tone humming even as your smartphone’s battery ran out.

Ironically, the network that performed the best through the storm is the same one AT&T and Verizon would like to phase out, starting in rural areas. AT&T wants to completely abandon wired service in its most rural service areas, where calling and waiting for emergency assistance is already a hindrance. AT&T plans to spend billions to bolster its rural cell tower network to cover the landline areas it wants to abandon, but those communities would be entirely dependent on the reliability of that network, because AT&T’s competitors are unlikely to build additional infrastructure to compete.

As Sandy just demonstrated, if high-profit Manhattan customers could not be assured of reliable cell phone service from any company that provide service there, how likely is it that a customer in rural Kansas will be in real trouble summoning help over AT&T’s wireless infrastructure in the event of a cell tower failure, wiping out the only telecommunications service available in nearby towns?

The darker the color, the higher percentage of CP&L customers without electric service. Areas in gray are served by other electric utilities.

Although less hard-hit than New Jersey, Connecticut residents will wait almost as long as customers further south for restoration of electric service, with AT&T getting its own services back up and running only after electric utility repair crews finish work.

Customers across the state are experiencing power outages that range from a handful of homes to near-complete blackouts that utility companies predict will take at least a week to repair. For a second day, AT&T continued to leave its customers in the dark, with nothing more than a general statement it continued to “assess the damage” to its wired and wireless networks that “have issues” across Connecticut.

In fact, AT&T’s most visible effort for Connecticut customers waiting for service is a website promotion asking for $10 donations for the American Red Cross, conveniently billed to your AT&T account.

“Why did I expect anything more from AT&T when they never seem to be terribly interested in customer service generally,” complains Stop the Cap! reader Bethany Johnson, also a U-verse customer e-mailing us from a friend’s phone on Verizon Wireless. “AT&T customer service won’t say anything to us and you can’t find a thing on their website with the same old statements on the news.”

Johnson says Connecticut Light & Power (CL&P) restored her electric service early this morning, but U-verse is out and her AT&T cell phone no longer has any signal from her home.

“When you call AT&T, one of their call centers answers and they just read out some statement that tells you nothing,” she says. “Verizon Wireless and Cablevision are falling all over each other trying to give us updates, but AT&T can’t be bothered.”

Johnson says her friends with Verizon Wireless seem to have weathered Hurricane Sandy better than she did, with much more sporadic AT&T cell service afflicting customers across Connecticut.

“My husband drives for a living and he says AT&T’s cell network as of today along the roads he travels really took a beating and he often can’t get in touch with me,” Johnson said. “AT&T says they have ‘issues’ in Connecticut and I am getting to the point where I am having an issue with them. Just tell us what is going on, we can take it.”

United Illuminating is reporting 137,983 customers without power; more than 43 percent of its service area. Nearly all of UI’s customers in the Southport section of Fairfield have no electric service, followed by Weston at 90 percent, Trumbull with nearly 85 percent, Monroe at nearly 82 percent and Bridgeport at 71 percent.

CL&P is reporting 351,910 or about 28 percent of its customers without power. In southwestern Connecticut, more than half of CL&P’s customers are in the dark in Darien, Greenwich, New Canaan, Westport, Wilton, Weston, Newtown, Monroe and Danbury.

Tribune-owned WCCT was seen on certain Cablevision systems in Connecticut.

Tribune Broadcasting Corporation’s WPIX-New York, KWGN-Denver, WPHL-Philadelphia, and WCCT-Waterbury/Hartford, Conn. were all dropped from Cablevision’s lineup late last week in the latest fee dispute between TV station owners and cable systems.

Tribune says the stations were taken off Cablevision as the two sides were in a negotiating session, even after offering the cable company an extension of their current agreement to avoid upsetting viewers.

“Cablevison took this action despite our offer of an unconditional extension of the current carriage agreement with no change in terms while negotiations continued,” Tribune said in a statement. “To be clear, Tribune was willing to provide Cablevision subscribers access to the valuable programming on these stations while working toward a new agreement. Tribune never made any threat to withdraw these stations or any demand that Cablevision remove them.”

Cablevision’s decision to discontinue the New York/Philadelphia stations affects subscribers in suburban Connecticut and New Jersey, Brooklyn, the Bronx, and Long Island. KWGN is a common superstation seen on Cablevision/Optimum West systems in Colorado, Montana, Wyoming and Utah.

Cablevision accused Tribune’s owners of anti-consumer behavior over their demands for higher retransmission fees.

“The bankrupt Tribune Co. and the hedge funds and banks that own it, including Oaktree Capital Management, Angelo Gordon & Co. and others, are trying to solve Tribune’s financial problems on the backs of Cablevision customers,” Cablevision said. “Tribune and their hedge fund owners are demanding tens of millions in new fees for WPIX and other stations they own. They should stop their anti-consumer demands and work productively to reach an agreement.”

WPIX management counters the station is asking for less than a penny extra per day per subscriber.

Both sides are appealing to the public, but city comptroller John C. Liu is fed up.

“These blackouts are happening all too often,” Liu said.  “Cablevision, as a city franchisee and service provider, should do all it can to ensure that this blackout is resolved swiftly because New Yorkers deserve to get what they pay for, not be unfairly punished because of battling corporate interests.  If a swift resolution cannot be achieved, the Department of Information Technology and Telecommunications must step up to hold the provider accountable to the subscribers, who feel the brunt of this irresponsible disagreement.”

Liu adds that New Yorkers are effectively paying Cablevision for channels they no longer receive, and the cable operator is not offering any refunds.

Eventually, both sides will come to an agreement for higher payments, which will be passed along to subscribers with the next rate increase.

[flv width=”640″ height=”380”]http://www.phillipdampier.com/video/Bloomberg Cablevision Blacks Out Tribune Channels in Dispute 8-17-12.flv[/flv]

Bloomberg News talks with Matthew Harrigan from Wunderlich Securities about the impact of the Tribune-Cablevision dispute. Does WPIX and Tribune have enough clout to get Cablevision to cave?  (2 minutes)

Customers sitting down to watch the local news in Louisville, Ky. on Time Warner Cable (formerly Insight) now get to see stories about ongoing bankruptcy woes at Eastman Kodak, house fires in Irondequoit, road work in Greece, and Scott Hetsko’s local forecast… for Rochester, N.Y.

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WLKY in Louisville is no longer seen on former Insight cable systems (now owned by Time Warner Cable). In its place, Louisville viewers are watching WROC-TV in Rochester, N.Y.  Here is why. (3 minutes)

No, it is not some weird sunspot reception and nobody transported you from Kentucky to western New York while you were sleeping. It’s simply another epic battle waged in:

RETRANSMISSION CARRIAGE CONSENT WARS: 2012

“Not getting the channels you are paying for does not necessarily entitle you to a refund, but does require you to pay more when a deal is eventually struck.”

WESH-TV in Daytona Beach/Orlando, Fla. is one of the Hearst-owned stations affected in the dispute with Insight/Time Warner Cable/Bright House Networks.

These skirmishes used to be commonplace around the end of the year, when carriage agreements between cable, satellite, and telephone companies with cable networks and local stations came up for renewal. When the programmer passed a figure written on a folded up piece of paper across the table to your pay television provider, the shock and awe of that number, occasionally 100-300 percent more than the year before, was the opening shot in a battle that now increasingly leads to favorite local stations or cable channels being stripped from your lineup.

In Louisville, that is precisely what happened to WLKY-TV, one of 15 stations owned by Hearst Television, taken off the lineup when Time Warner Cable/Insight/Bright House Networks could not successfully negotiate a renewal agreement. Time Warner complained Hearst wanted 300% more for each of the affected stations, an increase sure to be passed along to cable customers already long weary of endless annual rate increases. That was the same story told in other cities affected by what is now a week-long blackout. In Greensboro/Winston-Salem, N.C., Time Warner customers are doing without WXII-TV. Kansas City customers lost two local stations owned by Hearst — KMBC and KCWE. Two stations are also missing from Bright House’s lineup in Orlando: WESH and WKCF.

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Hearst Television’s general manager and president of WLKY has stopped referring to those watching the station simply as “viewers.” Glenn Haygood now calls them “subscribers.” Haygood talks with WHAS Radio about the dispute and what he thinks about Insight/Time Warner Cable. (10 minutes)

Insight/Time Warner Cable customers in Louisville, Ky. are now watching CBS shows on WROC-TV from Rochester, N.Y.

But why are Louisville viewers now watching the boating forecast for Lake Ontario, several hundred miles away? Because Time Warner Cable thinks it has a signed contract with Nexstar Broadcasting Group that lets them turn several Nexstar-owned stations into “superstations,” importing them in cities where contract disputes have knocked the local station off the cable lineup. In Louisville, WLKY, a CBS affiliate, has been replaced by WROC, the CBS affiliate in Rochester. In Greensboro and several other cities, WXII, an NBC affiliate, has been replaced with WBRE in Wilkes Barre, Penn. Some other Time Warner customers are instead watching WTWO out of Terre Haute, Ind., for NBC shows.

It represents a half-measure that Time Warner Cable’s Jeff Simmermon tells Stop the Cap! is “making the best of a tough situation.”

Viewers are naturally outraged.

“I’ve always wanted to know the weather and news in Rochester, Buffalo, Ontario and Caribou,” Kelly Grether teased. “Louisville did make [WROC’s weather] map believe it or not.”

Others are simply confused and engaged in must-flee TV.

“I saw the news coming on,” Greensboro resident Mona Wright told the News & Record. “It didn’t take me but one minute to figure out that these counties were nowhere around us; I changed the channel.”

Some Louisville viewers are even assuming the sales and discounts being advertised on WROC are good in Kentucky as well (often, they are not).

For now, it is difficult for Kentucky viewers to know what WROC is airing because the local on-screen program guide has not been updated to include listings for the Rochester station. Time Warner is pushing a lot of viewers to WROC’s website for program information.

Viewers hoping to practice their Jeopardy and Wheel of Fortune skills during the dinner hour lost that opportunity altogether in some cities, while in the Triad of North Carolina, viewers discovered the two shows on two different channels at the same time.

For now, WROC has completely ignored its new Kentucky audience, but WBRE’s morning anchors now regularly acknowledge and welcome their viewers from several states away.

[flv width=”640″ height=”380″]http://www.phillipdampier.com/video/WFTV Orlando WESH Disappears from Bright House 7-10-12.flv[/flv]

WFTV in Orlando reports on Bright House Networks’ customers being shut out of WESH-TV in Daytona Beach after the cable operator failed to meet Hearst Television’s demands for an increase in carriage payments.  (2 minutes)

The dispute has since enlarged to bring in side players who are unimpressed with Time Warner’s creative problem-solving:

• Impacted stations now off Time Warner’s lineup think the “new” stations on the lineup are about as honorable as employing scab workers during a union strike;
• Nexstar, for the second time, declares Time Warner is illegally importing their stations to unauthorized places. They are threatening to complain to the FCC and possibly sue to stop the practice. Nexstar earlier complained about a similar dispute in upstate New York which left viewers in northern New York watching WBRE in Wilkes-Barre. But the carriage dispute was settled quickly enough for WBRE to go back to being  viewable only in Pennsylvania, ending the dispute;
• Syndicated program owners sell shows like Wheel of Fortune on a “market exclusive” basis, which means competing local stations already paying for syndicated shows do not want out of area stations also carrying those shows to local audiences, diluting their audience.
• Advertisers on stations now off the lineup paid ad rates based on tens of thousands of cable viewers who are now probably watching another station. Some are demanding “make goods” or outright refunds to get the value for money they were originally promised.

But nobody is more caught in the middle than consumers, especially those paying for channels they are no longer getting.

“I want my money back,” says Orlando Bright House customer Luis Fernandez. “I have lost two stations on my lineup and my bill should be going down to compensate, but Bright House is refusing to credit me.”

Time Warner Cable does not usually give refunds either, arguing that its customers pay for a package of channels and the technology that delivers those networks to customers. Giving a refund for the loss of one or two stations would be tantamount to the industry’s worst nightmare: getting customers used to the idea of paying individually for every channel.

One customer willing to make himself a major nuisance in Wauwatosa, near Milwaukee, Wis., finally wore Time Warner down and secured a $5 a month discount on his bill for the length of the dispute that knocked Milwaukee’s WISN off his lineup.

“[I called] Time Warner to voice my disgust in them putting me (the paying customer) in the middle of their negotiation failures, and after reaching a ‘supervisor,’ I was able to get a discount on my monthly bill,” the reader told the Journal-Sentinel. “It wasn’t easy, but I did it.”

Hearst is encouraging viewers to drop Time Warner like a hot potato and switch to AT&T U-verse or a satellite provider like DirecTV. Negotiations seem to be continuing on a sporadic basis, but one week later, customers heading for the door have already left or are simply watching the local news on another channel.

Satellite Showdown — DirecTV vs. Viacom: Playing Down and Dirty With Everyone

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Viacom turns the tables on DirecTV’s clever ads to lambaste the satellite provider for cutting off more than two dozen cable channels owned by Viacom.  (1 minute)

If a customer took Hearst’s advice, they might find themselves out of the frying pan and into the fire. Newly arriving DirecTV customers can join the Anger Party 20 million satellite customers are now throwing over a much larger, higher profile dispute between the satellite provider and Viacom. Collateral damage: the loss of networks including Palladia, Centric, Tr3s, CMT, Logo, NickToons, VH1 Classic, TeenNick, Nick Jr., Nick@Nite, Spike, BET, VH1, TV Land, Comedy Central, Nickelodeon and MTV.

Some financial analysts are calling the dispute the mother-of-all-program-fee-battles, and as they watch both sides dig in, some warn it could mean DirecTV customers won’t be watching The Daily Show with Jon Stewart until August.

DirecTV says Viacom wants a 30% rate increase to renew its contract to carry the company’s networks. That is comparatively cheap contrasted with the prices Hearst wants Time Warner Cable to now pay. Analysts expect DirecTV and Viacom will eventually settle their dispute by agreeing to a 27% rate increase, but nobody knows how long the two will battle it out before an inevitable agreement is reached.

Regardless of the timing, customers will likely pay the price. Nomura analyst Michael Nathanson informed his Wall Street clients DirecTV will end up paying Viacom $2.85 per subscriber — about 60 cents more per month than it pays today. That’s tough for DirecTV to swallow, and probably even harder to pass along to customers. Satellite TV providers have some of the country’s most-frugal pay television customers who are especially resistant to rate increases.

The dispute is so high profile, both companies are bringing out high-powered executives and show talent to argue their respective cases.

Millions of dollars are at stake, and both Viacom and DirecTV are willing to fight to the death, even leaving customers on the battlefield.

[flv width=”640″ height=”380″]http://www.phillipdampier.com/video/DirecTV Viacom Dispute 7-12-12.mp4[/flv]

Not so fast, says DirecTV CEO Michael White, seen here presenting DirecTV’s position in the Viacom dispute for the benefit of concerned customers.  (1 minute)

“All we are trying to get is a fair deal for our customers and I’m sorry our customers are being forced into the middle of this,” DirecTV’s Michael White said. “We just think we pay a half a billion dollars a year and a billion dollar increase over five years, over 30 percent, is not justified by the marketplace or fair relative to our largest competitors or by their ratings.”

Viacom CEO Philippe Dauman counters, “In the last seven years since we did the last DirecTV deal, we have successfully and peacefully concluded affiliate agreements with every major distributor in the U.S. We are prepared to move forward. It’s unfortunate consumers for the first time are not able to enjoy our channels,” said Dauman, adding, “I don’t want to negotiate in public.”

DirecTV was telling its customers it can watch many of the missing shows for free online, until Viacom reportedly began removing that direct viewing option last week. That hardball tactic could impact everyone trying to stream Viacom’s shows — DirecTV customer or not.

“We’ve temporarily slimmed down our offerings, as DirecTV markets them as an alternative to having our networks,” a Viacom spokesman told CNNMoney. “The online content is intended to serve as a complimentary marketing tool for our partners.”

“At least they were honest about the reasons why they pulled this,” said Stop the Cap! reader Dick Armlo, a DirecTV customer in Idaho. “But fortunately, you can still find a lot of the shows on Amazon’s video on demand and Hulu.”

Customers threatening to switch providers often discover the new neighborhood they move to is just as bad as the one they left.

Dish Network customers are currently enduring a long-standing dispute with Cablevision-owned AMC Networks. The result is no AMC, IFC, Sundance Channel and WeTV on Dish. AMC is telling Dish customers to turn their dish into a birdbath and head elsewhere… perhaps to AT&T U-verse which just recently averted its own blackout with AMC over the same channels. AT&T customers can expect part of their next rate increase to cover the negotiated rate hike AMC won for itself — the one AT&T agreed to on your behalf. After all, it’s your money at stake, not theirs.

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CNBC talks with Viacom CEO Philippe Dauman to get his views about the dispute with one of his best customers — DirecTV.  (2 minutes)