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Time Warner Cable & Comcast Sued for Violating Ex-Customers’ Privacy

Phillip Dampier June 7, 2012 Comcast/Xfinity, Consumer News, GCI (Alaska), Public Policy & Gov't, Video Comments Off on Time Warner Cable & Comcast Sued for Violating Ex-Customers’ Privacy

Time Warner Cable and Comcast are facing class action lawsuits filed in California federal court alleging both cable operators retain Social Security numbers, credit card information and contact information after customers stop doing business with the companies.

The two lawsuits claim Comcast and Time Warner Cable are in violation of the 1984 Cable Communications Policy Act which, among other things, requires cable operators to “destroy personal information when it is no longer needed for the purposes for which it was collected (and there are no pending requests for access).”

According to the plaintiffs, both companies are retaining personal information about their ex-customers indefinitely, and are not sending required annual privacy notices to former customers disclosing this fact.

The CCPA allows individuals to collect $100 for each day the cable company is in violation of the law.

The lawsuit argues that this non-essential information exposes former customers to possible identity theft or illicit action by company employees that could potentially lead to unauthorized charges or account withdrawals.

That fear is not far-fetched. Just two weeks ago, GCI — a cable company in Alaska, found itself contacting at least 400 customers who had their personal financial information stolen by an employee.  Some customers were also contacted by their credit card issuers over incidents of unauthorized credit card charges.

[flv width=”512″ height=”308″]http://www.phillipdampier.com/video/KTUU Anchorage GCI Warns Customers of Fraud 5-24-12.mp4[/flv]

KTUU in Anchorage reports a GCI employee accessed cable customer account information to commit identity theft and credit card fraud.  (3 minutes)

Nine Upstate NY Mayors Accuse Verizon of Avoiding Urban Poor In Fiber Upgrades

Verizon has a moratorium on further expansion of its fiber to the home service except in areas where it has existing agreements to deliver service.

Virtually every mayor in the urban centers of upstate New York is accusing Verizon Communications of redlining poor and minority communities when deciding where to provide its fiber-to-the-home service FiOS.

Now they are telling the Federal Communications Commission and Department of Justice to become more closely involved in reviewing a proposed anti-competitive marketing partnership between the phone company and some of the nation’s largest cable operators.

The mayors are upset that Verizon has chosen to target its limited FiOS network primarily on affluent suburbs surrounding upstate New York city centers.

“Verizon has not built its all-fiber FiOS network in any of our densely-populated cities. Not in Albany, Buffalo, Syracuse, Binghamton, Kingston, Elmira or Troy,” the mayors say. “Yet, Verizon has expanded its FiOS network to the suburbs ringing Buffalo, Albany, Troy, and Syracuse, as well as many places in the Hudson Valley, and most of downstate New York. As a result, the residents and businesses in our cities are disadvantaged relative to their more affluent suburban neighbors who have access to Verizon’s FiOS, providing competitive choice in high-speed broadband and video services.”

The mayors fear the reduced competition that will come from the marketing partnership between the phone and cable industry will eliminate any pressure on Verizon to expand its fiber optic network into more New York cities. The agreement allows Verizon Wireless customers to received significant bundled discounts when they sign up for cell phone service and a cable package from Comcast, Time Warner Cable, Cox, or Bright House Networks. No corresponding discount is available to a Verizon Wireless customer choosing to bundle Verizon FiOS, putting the fiber service at a competitive disadvantage.

“These commercial agreements appear to eliminate any incentive that Verizon might have had to expand its all-fiber network to our high-density urban centers,” the mayors say. “After all, Verizon Wireless, a subsidiary of Verizon Communications, will now be able to sell Time Warner’s video and broadband service as part of their bundled package in our communities.”

That leaves most with Verizon’s DSL service, a product Verizon has been marketing less and less to its customers. The company recently announced it would no longer sell standalone DSL broadband, another point of contention for the mayors.

The mayors are concerned that Verizon’s deteriorating landline network will have profound implications for city centers, where tele-medicine, education, business, and entertainment services will all be left lacking if the fiber network is not extended.

“As you are well aware, high-speed broadband is critical to economic development and job creation, as well as improvements in health care, education, public safety, and civic discourse which is so essential to communal life,” say the mayors. “The economic health of our cities and our upstate region depends upon access to the same first-rate communications infrastructure available to the New York City metropolitan region and the suburban communities that ring our cities.”

The nine mayors are also questioning whether Verizon executives misled them when they claimed Verizon’s strong financial performance would allow the company to reinvest profits into further expansion of its FiOS network. Verizon executives have since admitted the company is indefinitely finished with FiOS expansion, except in areas where it already committed to build the fiber network.

Signing the letter were:

  • Byron W. Brown – Mayor, City of Buffalo
  • Stephanie A. Miner – Mayor, City of Syracuse
  • Gerald D. Jennings – Mayor, City of Albany
  • Matthew T. Ryan – Mayor, City of Binghamton
  • Shayne R. Gallo – Mayor, City of Kingston
  • Susan Skidmore – Mayor, City of Elmira
  • Brian Tobin – Mayor, City of Cortland
  • Robert Palmieri – Mayor, City of Utica
  • Lou Rosamilla – Mayor, City of Troy

(The city of Rochester is served by Frontier Communications, which has no plans to deliver a fiber to the home network within its local service area.)

Elmira Spins Its Wheels Negotiating for a Better Deal from Time Warner Cable

Phillip Dampier May 22, 2012 Competition, Consumer News, Public Policy & Gov't, Rural Broadband, Video Comments Off on Elmira Spins Its Wheels Negotiating for a Better Deal from Time Warner Cable

The southern tier city of Elmira, N.Y. is not too happy with Time Warner Cable’s lock on the local cable market.

“There’s no competition so their prices continue to go up, their offers continue to go down, and the people here with no other competition are just paying and paying and paying,” Elmira mayor Sue Skidmore told WETM News.

Skidmore and the city council intend to hold public hearings on the cable operator’s franchise renewal before they attempt to negotiate the next 10-year agreement with the cable company.

“This gives the public an opportunity to come and say anything good or bad pertaining to the cable franchise,” said city manager John Burin. The public meeting is scheduled for 7pm, June 4, on the second floor of Elmira City Hall.

Skidmore

The city’s ability to press Time Warner Cable for lower rates or service changes are extremely limited, however. Wholesale deregulation of the cable television industry has allowed most cable operators to manage their systems as they see fit, with no obligation to accept the recommendations of local government.

This fact of life was underscored when Time Warner mailed its own vision of what a renewal agreement with the city should look like, prior to any public discussion.

The city’s lawyer, John Ryan Jr., told the Ithaca Journal the company deleted several provisions in the proposed renewal agreement that are part of the current agreement. Ryan intends to speak with the operator about those changes, and wants to see changes in the city’s favor.

In most franchise renewal agreements, the only leverage a city typically has is to threaten not to renew a cable franchise. That is a very rare occurrence, however, because it is exceptionally rare for another major cable provider to agree to service a city that cancels a franchise renewal with another company. In the end, most renewal agreements come down to handshake agreements to correct any long-standing service issues, agree to wire certain unserved areas, and negotiate over public, educational, and government access channels and franchise fees payable to the city.

The local telephone company, Verizon Communications, has no plans to provide its FiOS fiber optic service in the city, leaving customers with the competitive option of landline phone service, DSL, and a contract with Verizon’s satellite TV partner, DirecTV.

[flv width=”360″ height=”290″]http://www.phillipdampier.com/video/WETM Elmira City Of Elmira To Negotiate With Time Warner Cable 5-21-12.mp4[/flv]

WETM in Elmira reports city officials are preparing for franchise renewal discussions with Time Warner Cable. The cable company is already on that, preemptively sending the city a franchise renewal agreement it wrote itself. (1 minute)

Vidéotron Secretly Filming Technicians on Fake Service Calls; Watch the Results

Phillip Dampier May 10, 2012 Canada, Consumer News, Video, Vidéotron 3 Comments

Vidéotron, Quebec’s largest cable operator, is secretly filming some of their technicians on fake service calls to verify they are providing professional service to the company’s customers.

But instead of keeping the results to themselves, the company is publishing the resulting videos to their website for customers to enjoy.

A total of 21 technicians were put to the test, and the company set up some outrageous challenges for them to overcome, starting with a single woman trying to convince her mother the technician was her boyfriend, with comical results.

While we are unlikely to see the Vidéotron technicians that failed the tests, the company has launched a publicity campaign to praise itself for excellent service.

“Our conscientious technicians are ambassadors for Vidéotron and its values,” said Manon Brouillette, president of consumer markets. “We are very proud of them. They have achieved an impressive 96% customer satisfaction rate and this campaign is a tip of the hat to their great work.”

Putting technicians to the test, especially those working for third-party subcontractors, might not be a bad idea for some U.S. cable companies to try, especially after some of those technicians were later arrested for sexual assault, theft, and other crimes.

[flv width=”640″ height=”380″]http://www.phillipdampier.com/video/Videotron – The technician trap.flv[/flv]

Watch Vidéotron’s first edition of its hidden camera trap for company technicians, when a single woman gets in over her head with a little white lie.  (2 minutes)

 

Major Time Warner Cable Outage Interrupts Service for Rochester-Area Customers

Phillip Dampier April 30, 2012 Consumer News, Video 1 Comment

Time Warner Cable's office on Mt. Hope Avenue in Rochester, N.Y.

A major service outage Sunday disrupted cable-TV, phone, and broadband service for a large number of Time Warner Cable customers in the Rochester, N.Y. area.

Starting at around 8am, cable channels started to pixelate and freeze, broadband service began to fail, and calls to and from Time Warner Cable phone customers were, in some cases, disrupted.

Time Warner’s local service number was quickly jammed with calls, and the company placed a recording on that line indicating they were aware of the problem, which later was described as a “router problem.”

Service was finally restored in the mid-afternoon.

Time Warner Cable customers can receive credit for the service outage, but only if customers request it.

Customers can call, chat, or e-mail the cable operator and let them know credit is requested for yesterday’s outage.  A customer service representative will usually respond to e-mail requests within hours, with service credits appearing on the next bill.

[flv width=”480″ height=”380″]http://www.phillipdampier.com/video/WHAM Rochester Time Warner Cable Service Restored In Rochester Area 4-29-12.mp4[/flv]

WHAM-TV led Sunday’s evening news with a report about the service outage’s impact on Rochester residents and businesses.  (2 minutes)

 

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