Deregulation likely means higher phone bills for CenturyLink customers in Arizona.

CenturyLink has convinced Arizona state regulators local phone service is now competitive throughout the state, allowing the company to raise rates with less regulatory oversight. But some consumers are wondering how deregulation benefits them.

“Once again the phone company has sold us another bill of goods in Arizona,” says Tucson ex-CenturyLink customer Miguel Gonzalez. “First Qwest and now CenturyLink told us that deregulation would bring rates down for phone service, yet both companies fought for years to raise, not lower prices.”

Under the plan approved by the Arizona Corporation Commission, CenturyLink will be able to raise its residential rates up to 10 percent per year, so long as the rate increases do not exceed 25 percent over three years.

Arizona residential landline customers have paid roughly $13.18 for standard urban phone service since the 1990s, when Qwest was the local phone company. Now CenturyLink is free to raise those prices $1.30 a month in any of the next three years or up to $3.30 overall, even as customers continue to disconnect service across the state. Business customers face potentially higher rate hikes — 15 percent annually or 25 percent over three years.

Regulators expect the company to file for a rate increase before you finish reading this article.

Oddly, both CenturyLink and some members of the commission called the change a victory for consumers, despite the likely higher rates to follow. The plan won approval in the Republican-controlled body in a 4-1 vote.

“It should be a win-win for the consumer (and the company),” said Democrat commissioner Paul Newman, who represents southern Arizona and voted for the plan with reservations. “That’s yet to be seen, but I hope it will be.”

The Arizona Daily Star reports CenturyLink will not be able to charge different rates in competitive and less-competitive areas, which consumer advocates say will protect ratepayers in areas where wireless coverage is poor and cable companies do not compete.

CenturyLink said it needs “rate flexibility” to compete as people disconnect landlines and head for cell phones and cable company “digital phone” products. Although the company did not elaborate, it argues the right to raise rates will allow it to compete more effectively with dominant cable operators Cox and Comcast.

Prior to deregulation, CenturyLink was allowed a guaranteed rate of return based on the true cost of providing landline phone service. The company also guaranteed to provide phone service to any Arizona resident inside of its service territory who asked. Under the terms of the new agreement, CenturyLink will now enjoy more rate flexibility, but will continue serving as the phone company of last resort.

“I’m still scratching my head about how the pointy-heads in Phoenix believe that raising rates makes you more competitive with cable and cell phone companies and not less,” Gonzalez says. “I guess it’s the same kind of New Phone Math that CenturyLink uses to try and keep the customers that are slipping away from them faster than ever.”

Gonzalez says he pulled the plug on CenturyLink last August.

“They offer nothing compelling to me when I can get a better price and better service with more calling features from the cable company, and now they offer even less.”

Comcast unnecessarily worried suburban Philadelphia customers about a “fake Comcast employee” going door to door in Warrington, Pa., that ultimately turned out to be an actual employee of Comcast.

Warrington police issued a media alert warning residents about a suspicious man going door-to-door carrying a clipboard asking to inspect the wiring and company-owned cable modems.

One Deep Path Drive customer reported a visit on a recent Sunday morning by a man with a Comcast ID badge around his neck, driving a pickup with a Comcast sign on it. At the end of the inspection, homeowners were given a questionnaire to be submitted to Michael Birch, a senior director of accounts, that included his phone number and address.

When police called Comcast, they denied anyone was conducting follow-up checks in the area and the man asking to enter customer homes was not a Comcast employee.

But after an extensive investigation (they called the phone number on the questionnaire during regular business hours and followed up with Comcast management), police have now learned that both the mysterious man and Birch were legitimate Comcast employees auditing recent installation and service work done by third party contractors.

In a new twist, Comcast has announced rate increases for cable television that are roughly at the rate of inflation (2.3%) — the lowest rate increase for the company since 2001 — but is also hiking rates for Internet service at a substantially higher rate.

The company claims the Internet rate increase is partly due to the increased number of channels on its cable systems in Oregon and southwest Washington, as well as the cost to launch new interactive applications and multi-platform content that customers want and value.

Comcast’s rate increase for video represents the new reality for the cable business — companies continue with 7%+ increases in cable TV rates at the risk of cord cutting, analysts say. With cable television packages increasingly seen as ripe for cutting as they grow more expensive, cable operators are turning to broadband — a service customers can’t live without — to make up the difference.

Comcast had not touched broadband rates in the Pacific Northwest for seven years, until the company began hiking them in 2011. Monthly rates for the popular “Performance” Internet service (15Mbps) are going up again this year, from $48.95 to $51.95, according to The Oregonian. Prices are higher for standalone broadband service. Comcast’s Digital Starter TV package is increasing to $67.49 a month. Rates for customers on promotions will not  increase until those offers expire.

But some customers complain Comcast is now charging nearly $200 a month for its triple-play package.

One customer told the newspaper after his introductory triple play promotion expired, the bill rose to $190 a month for phone, Internet, and cable service with two DVR boxes. The customer does not have any premium movie channels.

The Oregonian has tracked Comcast’s rates in the Pacific Northwest for almost a decade. The staircase of climbing prices for cable television is leveling off as Comcast makes up the difference from its Internet rates.

The newspaper noted Frontier Communications, which provides competition for Comcast in the suburbs of Portland, has given Comcast only a slight headache.

Frontier continues to offer its barely-advertised FiOS television package for around $65 a month, but customer complaints about Frontier’s service in the area have been reflected by Comcast’s growing subscriber numbers.

One Oregonian reader summed up his feelings about Frontier:

Frontier was atrocious. I don’t just mean bad, I mean an embarrassment to humanity […] which chimpanzees and dolphins laugh at us for putting up with. I’ve had Frontier service for a little over a year now only because there is nothing else where I live.

The nightmare started with them coming out hook up DSL at my new house, but instead of hooking me up, [they tore] out the demarc box on the house and left with it,  lost all records of ever having talked to me, much less scheduling an appointment.

After finally getting Internet service a week late, the original [service order] showed up leading them to bill me for multiple accounts, which took five months to  resolve. They never were able to prove to me I actually owed what I ultimately paid (I got them to within one bill’s worth of my calculated value and gave up).

Half of the time I’ve held off paying my bill until a day or two before the due date so it’s too late to mail a check and their online payment system is down, forcing me to call in my payment and pay a $3 service fee.

All of that is on top of the blatant theft of forcing customers who already own modems to pay a “modem rental fee” for a modem they aren’t renting.

CenturyLink is having a tough time competing against Tacoma, Wash.-based Click! Network, so the phone company hired third party vendors who are spreading lies about its community-owned competitor.

Click!, a division of Tacoma Power, recently upgraded its network to begin selling 100Mbps broadband to Tacoma residents. That proved a problem to CenturyLink’s outsourced sales force who cannot begin to offer those kinds of speeds to Tacoma residents over CenturyLink’s copper-wire facilities. So when you can’t compete, the next best thing is to lie.

The News Tribune reports CenturyLink’s door-to-door sales force is misinforming current Click! customers the service is shutting down and offering to transfer their service to CenturyLink.

“Customers have been told that Click! Cable TV is going out of business in the next couple of months,” said Tenzin Gyaltsen, Click! Network general manager. “That is not true. Click! Cable TV is still in business, offering competitive pricing – and will continue to do so for many years to come.”

A complaint will be filed with the Office of the State Attorney General against CenturyLink accusing them of an apparent violation of state law – RCW 19.86.020 – which states, “Unfair methods of competition and unfair or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful.”

“It’s a vendor we’re using,” Meg Andrews from CenturyLink admitted. “When we were made aware of the situation the vendor was told it is not in our best interest. It’s not really in our voice, or tone. It’s not a good thing for us. We’ve never had this type of experience before.”

Although the salespeople are not CenturyLink employees, the phone company hired the firm that employs them.

Tacoma residents enjoy the competition. Prices are lower than in nearby Seattle, and residents can choose from CenturyLink, Comcast, or one of three independent ISPs that provide service over the Click! Network.

One Tacoma resident told Community Broadband Networks the competition can’t afford to charge the usual prices other Washington residents pay:

I have Comcast in Tacoma and all I know is since there is competition down here Comcast is about half the cost as it is in Seattle. They give you a rate good for a year. When your year is up you call up and just say Click! and bam back down you go. A friend in Seattle once called Comcast with both of our bills with similar service and mentioned my price and they said I must live in Tacoma and they wouldn’t match the price.

The city asks anyone who hears a CenturyLink sales representative misrepresent Click! call 253-502-8900 to report it.

Pricing for broadband on Tacoma’s Click! Network

(Image courtesy: FCC.com)

The Department of Justice today announced it had achieved a settlement with Verizon and four major cable operators regarding their efforts to establish a cross-marketing agreement to sell each other’s services, sell wireless spectrum, and develop a technology research joint venture.

Despite criticism that the deal represented a strong case for marketplace collusion that would reduce competition between Verizon’s FiOS fiber to the home service and cable company offerings, the Justice Department signed off on a series of deal revisions it defends as protective of competition and consumers. Among them is a time limit for the cross-marketing deal and restrictions on where Verizon Wireless can cross-market cable company services.

“By limiting the scope and duration of the commercial agreements among Verizon and the cable companies while at the same time allowing Verizon and T-Mobile to proceed with their spectrum acquisitions, the department has provided the right remedy for competition and consumers,” said Joseph Wayland, acting assistant Attorney General in charge of the Department of Justice’s Antitrust Division. “ The Antitrust Division’s enforcement action ensures that robust competition between Verizon and the cable companies continues now and in the future as technological change alters the telecommunications landscape.”

The proposed settlement forbids Verizon Wireless from selling cable company products in areas where its FiOS service is available. That is a major reversal from the original agreement between Verizon and Comcast, Time Warner Cable, Cox and Bright House Networks which restricted Verizon Wireless from marketing FiOS. Under the original deal, Verizon Wireless stores could effectively only sell cable company products, never FiOS. The Justice Dept. will still permit Verizon Wireless to sell cable service, but supposedly not at the expense of the fiber service.

The agreement also specifies that Verizon Wireless can sell cable service in areas where it currently markets DSL only until the end of December 2016, renewable at the sole discretion of the Justice Dept. Antitrust lawyers were concerned Verizon would be unlikely to expand its FiOS network or improve DSL service in areas where it could simply resell cable service.

Justice lawyers also put a similar time limit on the technology joint venture, making sure any collaborative efforts don’t impede competition.

The settlement also approves of Verizon’s proposed acquisition of spectrum from the cable companies and T-Mobile USA’s contingent purchase of a significant portion of that spectrum from Verizon.

The deal has been signed off by Justice lawyers, the companies involved, and the New York State Attorney General’s office. FCC chairman Julius Genachowski also weighed in separately with a positive press statement about the agreement.

But consumer advocates remain concerned that the deal does nothing to enhance competition and allows the companies involved to enjoy a new era of competitive detente from a stable and predictable marketplace. Verizon still has little incentive to innovate its DSL service, free to pitch cable service in those areas instead, and without robust changes to the marketplace where FiOS is sold, cable operators have little to fear from Verizon’s stalled FiOS rollout and recent price increases.

Parts of the agreement may also prove confusing to consumers. An important concession prohibits Verizon Wireless from selling any cable service to a street address that is within the FiOS footprint or in any neighborhood store where Verizon FiOS is available. Consumers likely to receive broadly marketed special offers that offer bundled discounts could be frustrated when they are prohibited from signing up because of where they live.

This concession also requires both Verizon and cable operators collaborate to share information about where Verizon FiOS competition exists currently and where it will become available in the future, so that unqualified customers are not sold cable service in violation of the agreement. That represents valuable information for cable operators, who will receive advance notification that customer retention efforts may be needed in areas where Verizon’s fiber optic service is scheduled to become available for the first time.

Any person may submit written comments concerning the proposed settlement during a 60-day comment period to Lawrence M. Frankel, Assistant Chief, Telecommunications & Media Enforcement Section, Antitrust Division, U.S. Department of Justice, 450 Fifth Street, N.W., Suite 7000, Washington, D.C. 20530. At the conclusion of the 60-day comment period, the U.S. District Court for the District of Columbia may enter the proposed settlement upon finding that it is in the public interest.