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Your Cable TV Bill in 2020: $200/Month — Just for Television Shows, Says New Report

Phillip Dampier April 10, 2012 Competition, Consumer News, Online Video Comments Off on Your Cable TV Bill in 2020: $200/Month — Just for Television Shows, Says New Report

If you thought paying an average of $86 a month for basic pay television and premium movie channels in 2011 was out of line, just wait.  A new report predicts you could pay $123 by the year 2015 and $200 by 2020 — and that only includes the TV portion of your bill.

That is in keeping with typical annual rate increases, typically blamed on “increased programming costs,” which currently run an average of six percent a year.

The NPD Group, who published the findings, predicts consumers may not sit still for that kind of monthly cable television bill, especially as household incomes for the middle class continue to remain stagnant, even as high fuel and health care prices continue to march higher.

The pay television industry isn’t entirely responsible for the annual rate hikes that nearly always outpace the rate of inflation.  The real money is in programming production and distribution, which is why giant companies like Comcast, Bell, Rogers, and Viacom are buying up programming studios, distributors, and networks at a rapid pace.

With new players like Netflix, Amazon, and Redbox joining traditional pay television and broadcast network bidders, auctions for exclusive licensing agreements bring higher and higher bids.  Ultimately, consumers pay the price in the form of higher bills.  Even cable networks, sensing an increase in the value of their programming, are extracting higher monthly fees at contract renewal time.

The last to arrive at the programming money party?  Local over-the-air broadcasters that used to beg cable companies to carry their channels on the local lineup.  Now some are demanding as much as $5 or more per month per subscriber to allow the cable operator to keep carrying the stations.

“As pay-TV costs rise and consumers’ spending power stays flat, the traditional affiliate-fee business model for pay-TV companies appears to be unsustainable in the long term,” said Keith Nissen, research director for The NPD Group. “Much needed structural changes to the pay-TV industry will not happen quickly or easily; however, the emerging competition between video on demand and premium-TV suppliers might be the spark that ignites the necessary business-model transformation of the pay-TV industry.”

In other words, the more consumers cut cable’s cord and go find other ways to watch their favorite shows, the more unsustainable the traditional pay television business model will become.  Some industry watchers believe cord-cutting is not a major issue.  Others believe continued rate increases will drive customers to cancel service, particularly when alternatives are available. But NPD believes economic factors are the biggest reason for cable cord-cutting.  Those ex-customers are switching back to free “over the air” television, which now delivers better picture quality and often includes additional channels that increase the number of viewing options.

NPD Group research shows most consumers don’t want to exert too much effort to hunt down online programming. Most will put up with their current provider as long as they deliver the shows they want at a price they can afford.  What could change that?  Easy-to-access to a-la-carte programming, perhaps available from services that may soon come built-in with the newest television sets.

“Pay-TV providers offer a convenient, one-stop shop for subscribers, and the majority of customers like it that way,” said Russ Crupnick, senior vice president of industry analysis for The NPD Group. “There is an open window for the industry to meet consumer needs and become to television what iTunes is to music; however, there is also a definite risk if pay-TV providers don’t capitalize on the opportunity — and soon.”

Harrisburg, Buffalo and Beyond to Verizon: Your Customer Service Sucks!

Phillip Dampier April 3, 2012 Consumer News, Verizon, Video 1 Comment

"You are not subscribed... to any channels."

An angry commentator on WHP-TV in Harrisburg summed up his recent misadventures with Verizon’s customer service on the 6pm nightly news:

“Verizon Service Sucks!”

R.J. Harris was just one of thousands of Verizon FiOS customers across the northeast who found themselves without FiOS television service March 23rd, forcing many to miss NCAA basketball tournament games and the season premiere of “Mad Men.”

Because of a software glitch, Verizon’s media hubs in Buffalo and Harrisburg, Pa., shut off cable networks in FiOS cities across the northeast.  Viewers were told they were “not authorized” to receive cable networks, which brought many to the phones to call Verizon for help.

Harris joined enormous call queues that extended one, two, even three hours before most gave up.  Even worse: Verizon’s automated customer service agent provided voice synthesized non-answers regarding the FiOS outage.

“Lots of ‘press one,’ ‘press three,’ blah blah blah and then a talking computer,” Harris recounts. “One day later I tried to use Verizon’s ‘in home agent’ on my PC to get help.  Verizon took almost two hours to update my software before I could use the agent.”

Harris finally ended up in a chat session with “Sandeep,” half a world away.  But Harris found the offshore customer service agent was the first person to actually explain the problem.

“I told Sandeep I wanted management to know how I felt about my customer service experience,” Harris said. “He obliged by getting his boss Muhammad to join the chat. Muhammad — the manager — added one word to the chat: ‘OK.’ That’s it.”

“If you are starting a new company in America and you want the worst customer service policy you could possibly have, model your company after Verizon.”

[flv width=”360″ height=”290″]http://www.phillipdampier.com/video/WHP Harrisburg Common Sense 3-29-12.mp4[/flv]

WHP-TV commentator R.J. Harris is furious at Verizon for its FiOS and customer service failures.  (3 minutes)

Customers around the northeast shared one thing in common: they couldn’t talk to anybody at Verizon about the mishap.

Barbara Adams in Latham, near Albany, found that to be the case.  Adams called the local newspaper for help instead, which they gave her.  A Verizon FiOS customer near Buffalo ended up getting technical support from a friend’s Facebook page.

Harris

Verizon’s technical glitch required customers to follow a fairly complex set of instructions to fix the problem:

  1. With the TV and set-top box on, press Menu on the remote.
  2. On the TV screen scroll to Customer Support, selecting In-Home Agent.
  3. Select STB Auto Correct and follow any directions after that.
  4. The process should take several minutes.

Last week, Verizon began rebooting its home set top boxes remotely to reset them to working order without customer intervention.

But many customers were left without service all weekend long, unable to reach anyone at Verizon to understand why.

The company would not make a definitive statement about providing affected customers with service credits, but if you were affected, we recommend you call or write and ask for yours.

[flv width=”360″ height=”290″]http://www.phillipdampier.com/video/WNLO Buffalo Verizon FiOS Problems 3-27-12.mp4[/flv]

WIVB in Buffalo talked to a local Verizon FiOS customer who found a solution to Verizon’s technical snafu, from a friend on Facebook.  (2 minutes)

Cox Cable Raises Rates 18% in Virginia – Local TV Fees Blamed for 2nd Hike in 10 Months

Phillip Dampier March 29, 2012 Consumer News, Cox, Video Comments Off on Cox Cable Raises Rates 18% in Virginia – Local TV Fees Blamed for 2nd Hike in 10 Months

In late February, LIN Television, owner of Norfolk’s NBC affiliate WAVY and Hampton Roads’ Fox station WVBT was engaged in a high profile battle with Cox Cable over retransmission consent fees — the price the cable company pays to put over the air broadcast stations on the cable dial.  While neither side would say exactly how much money was involved, Cox Cable customers will foot the bill starting April 2nd, when the Virginia cable operator raises rates up to 18.3% for basic cable — the fourth rate hike since 2009 and the second in 10 months.

A breakdown:

  • TV Starter (broadcast basic + a handful of basic cable networks) up 18.3% — was $18, now $21.30
  • TV Essential (local stations + 40 popular basic cable networks) up 5.5% — was $59.99, now $63.29
  • Digital set top box rental up $1 to $6.99
  • Cox Internet Essential (3Mbps) up 16% — was $24.99, now $28.99

LIN Media owns local stations around the country.

Cox officials blamed the rate increases on the cost of programming, notably for local stations.

“Programming costs are rising much faster than the rate of inflation,” Felicia Blow, a Cox spokeswoman, wrote in an email to the Virginian Pilot. “While we absorb much of the increase incurred […] we must pass on a portion of the increases to our customers.”

Local broadcasters across the country are aggressively pursuing retransmission consent fees as the traditional advertising model for free, over the air television, has been challenged by the soft economy and poor ad sales.  Parent companies that own clusters of local stations also see the fees as a lucrative new revenue stream for themselves and their investors.

Over the past decade, Cox generally has raised its prices about once a year, notes the Virginian Pilot. The company began speeding up the timetable in 2010. With the latest change coming in April, Cox will have boosted rates for at least some parts of its service – particularly the cost of its most popular package – four times since November 2009.  Approximately 90 percent of 416,000 Hampton Roads-area Cox customers will be paying more for cable service this spring as a result.

[flv width=”360″ height=”290″]http://www.phillipdampier.com/video/WAVY Norfolk Attention COX Communications Subscribers 2-29-12.mp4[/flv]

WAVY in February reported on its parent company’s battle with Cox Cable in this self-serving story aired on its evening newscast.  (3 minutes)

Time Warner Cable Adding Local Channels to TWC Apps, Starting With NYC

Phillip Dampier March 20, 2012 Consumer News, Online Video 1 Comment

Time Warner Cable’s online streaming apps that deliver dozens of national cable networks to authenticated cable TV subscribers have never included local broadband television channels, until now.

The cable operator announced it has added 26 local stations to the lineup, but they are viewable only if you have Time Warner Cable service in the New York City region.

The new channels include primary over the air stations and digital “sub-channels” that include niche, classic, ethnic, and special interest programming:

  • WCBS HDTV (CBS)
  • WNBC HDTV (NBC)
  • NBC NY Nonstop
  • WNYW HD (Fox)
  • WABC HDTV (ABC)
  • Live Well HD
  • WABC News Now
  • WWOR HD (My9)
  • WPIX-HD (PIX11)
  • WPXN HD (ION)
  • WXTV HD (Univision)
  • WFUT HD (Telefutura)
  • WNJU HD (Telemundo)
  • WFME
  • WLIW (PBS)
  • World
  • WLNY (TV 10/55)
  • WMBC
  • WNJN HD (or WNJB or NJN1) – PBS
  • WNYE (NYC TV Life)
  • WRNN
  • WNET (Thirteen HD)
  • V-ME
  • Create
  • Kids13
  • Rise (Al Jazeera)

Time Warner says they have an interest in expanding local station streaming in other cities sometime this year.  When we know which cities and stations will be included, we will pass them along.

Time Warner Cable Interested In Spending Billions to Buy Los Angeles Dodgers

Phillip Dampier January 9, 2012 Consumer News, Editorial & Site News 2 Comments

At a time when cable television rates continue to spiral upwards in excess of the rate of inflation, Time Warner Cable’s interest in spending several billion dollars to acquire a professional baseball team seems strange.

The Los Angeles Times reports the cable giant is considering buying the Los Angeles Dodgers at a price that could exceed $2 billion.  It would compliment two new regional sports cable channels Time Warner plans to launch in southern California featuring the Los Angeles Lakers.

Time Warner Cable Sports president David Rone confirmed the cable company has a strong interest in carrying the Dodger games.  Purchasing the team outright could be much easier (and eventually cheaper) than negotiating against competing broadcasters and cable networks just to acquire the airing rights.

But at the same time customers are facing higher cable bills after the latest round of rate increases, it is ironic a cable operator complaining about programming costs and expenses would suddenly be willing to part with billions for a single baseball team.  For New York sports fans coping with the loss of MSG, sports programming Time Warner calls too expensive, it could prove counter-productive to complain about the cost of sports on the east coast while considering a $2+ billion purchase out west.

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