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Trouble Looms for Smaller Phone Companies As Cable Swipes Away Business Customers

Phillip Dampier June 6, 2012 AT&T, CenturyLink, Comcast/Xfinity, Competition, Earthlink, FairPoint, Frontier, Hawaiian Telcom, Verizon Comments Off on Trouble Looms for Smaller Phone Companies As Cable Swipes Away Business Customers

The cable industry is moving in on the phone companies' best customers: commercial enterprises

The growing competitiveness of the cable industry in the commercial services sector could spell trouble for some of the nation’s smaller telecommunications companies.

A new report from Moody’s Investor Service declares the cable industry is spoiling the business plans of telephone companies to grow revenue selling service to business customers.

With cable companies now investing in wiring office parks and downtown buildings to sell packages of voice and data services to corporate customers, traditional phone company revenue will suffer, declares Moody, which predicts traditional wireline revenue will be flat or decrease this year into next.

Cable Companies Quash Telecom Business-Revenue Rebound,” warns the companies at the greatest risk of revenue declines include EarthLink, Inc., Integra Telecom, Inc., U.S. TelePacific Corp., and CCGI Holding Corp. Among familiar independent phone companies, Frontier Communications, FairPoint Communications, and Hawaiian Telcom are at the biggest risk of losing customers, primarily because all three lack strong business products, according to the Moody’s report.

AT&T, CenturyLink, and Verizon are at a lower risk of losing customers, because all three focus investments on commercial services. CenturyLink’s acquisition of Qwest, a  former Baby Bell, strengthened its business services position, especially in the Pacific Northwest.

The cable companies best positioned to steal away telephone company customers are Comcast and Time Warner Cable, both of which have invested heavily in wiring commercial businesses for service. In the past, cable operators charged thousands (sometimes tens of thousands) of dollars to install service in unwired commercial buildings, but now that initial wiring investment is increasingly being covered by cable operators.

Moody’s declares the business service sector a growth industry for cable. The report notes business revenues only account for $5 billion — just six percent — of the cable industry’s total business in 2011. In contrast, phone companies earn 40 percent of their revenue from business customers.

The report also states individual cable companies are now collaborating to deliver business service to companies with multiple service locations, which used to present a problem when offices were located in territories served by different operators.

If the cable industry continues to erode traditional telephone company revenue, it could eventually threaten the viability of some companies, especially those heavily-laden with acquisition-related debt.

Time Warner Cable Kills Off “Road Runner” – New Speeds & Higher Standalone Pricing

Phillip Dampier May 15, 2012 Broadband Speed, Consumer News, Data Caps, Video 5 Comments

Time Warner Cable's old branding for broadband

Time Warner Cable is nearing the end of a licensing deal that has allowed the company to use a familiar Warner Bros. animated character to promote their broadband service.

The company has spent at least a year transitioning customers away from the Road Runner brand name, now simply referring to their broadband product as “Internet” or, in some markets, “HSI” — High Speed Internet.

The “brand refresh” comes as Time Warner tries to associate all of its products and services around its traditional “eye-ear” logo, according to company spokeswoman Jeannette Castaneda.

Licensing the Road Runner character as the broadband service’s mascot has also been expensive, and the continued need to use the character to educate consumers about the speed benefits of cable broadband over DSL has diminished in importance.

The new look

The transition away from the Road Runner brand has been ongoing since last summer, but Broadband Reports notes numerous markets will see the brand and logo eliminated completely effective May 19th.  The company is also using the occasion to adjust pricing and tiers of its broadband service.  Hardest hit will be standalone broadband-only customers, who will now pay $53.95 a month for Time Warner’s standard 10/1Mbps Internet service. New customers will also pay a modem rental fee of $2.50 a month. Standalone Turbo (20/2Mbps) customers will pay $73.95 for their Internet service.

Time Warner Cable’s a-la-carte pricing for broadband is designed to make their bundled service offerings more attractive in comparison. The company will sell you Internet-only service for $73.95, or sell you a triple play package of phone, Internet, and television service for just $16.04 per month more on a 12-month promotion.

Broadband Reports‘ source lists pricing for one unspecified market:

  • $53.95 for Time Warner’s 10/1Mbps Standard Internet
  • $20.00 additional for 20/2 Turbo
  • $30.00 additional for 30/5 Extreme
  • $50.00 additional for 50/5 Ultimate
  • $29.95 for 1/1 Lite (Usually a retention only offer)
  • $42.95 for 3/1 Basic

Customers can avoid paying regular pricing by bundling multiple services together, getting a customer retention deal when threatening to cancel service, or bouncing between a six-month new customer promotion available from Earthlink over Time Warner Cable and the cable company’s own broadband promotional offer, good for 12 months. Both cost $29.99 a month in many markets.

Time Warner Cable's marketing machine pushes customers towards multi-service bundles. New customers pay even less.

[flv width=”480″ height=”380″]http://www.phillipdampier.com/video/Road Runner 2002 Ad.mp4[/flv]

A Time Warner Cable Road Runner advertisement from 2002.  (1 minute)

How to Renew a Broadband Promotion With Bright House/Time Warner Cable

Phillip Dampier February 28, 2012 Competition, Consumer News Comments Off on How to Renew a Broadband Promotion With Bright House/Time Warner Cable

Last fall, our regular reader Scott wrote us about recent rate increases Bright House Networks imposed on broadband-only customers: $50/month for Internet access.  He learned from Stop the Cap! that a virtually identical, but lesser-known provider was ready and willing to provide six months of essentially equivalent Internet service for $20 less a month.

If your new customer promotion with Bright House or Time Warner Cable has ended, Earthlink can deliver essentially equivalent cable Internet service for $29.99 a month for six months. You do not receive the Powerboost temporary speed jump or a Road Runner/Bright House e-mail account, but you do save $120 over the promotional period.

Scott’s six month promotion with Earthlink was almost up, so he started calling Bright House looking for a returning customer promotion from them, and ran into a brick wall.

A Bright House promotion from a third party reseller

“Corporate wouldn’t budge,” Scott shares. “Two people kept giving me the run-around and excuses.”

“I was able to make the switch back to Bright House from Earthlink to keep my $30 a month promotional price for a second consecutive six month period,” Scott explains. “[But] I had to call an authorized [reseller] to give me the price as a ‘new customer.'”

But it wasn’t easy.  Involving third party resellers can become complicated because those independent businesses rely on commissions earned when new customers sign up.  An existing cable customer bouncing between providers may not be eligible for a commission, and can stall the switching process.

Scott spent an hour on the phone with Bright House getting them to apply the promotion to his account.

In general, Time Warner Cable customers have been able to bounce between new customer promotions from Earthlink and the cable company and back again without too much trouble.  Time Warner’s own promotion offers $29.99 a month Internet for a year, which is actually better than Earthlink’s six month deal.  Do a Google search for “Bright House promotions” and you will find third-party resellers all pitching six months of Bright House broadband service for $29.99 a month.

We recommend calling providers directly to establish service where possible, and if they refuse, you can always threaten to walk.  Providers become a little more willing to deal if you’re prepared to pull the plug.

America’s Broadband Ranking Declines Again: #19 and Falling

"Hey, we're #19!"

The United States may be a leader in many things, but broadband isn’t one of them. The country has now fallen two more positions — to 19th place, behind South Korea, Sweden, Denmark, the United Kingdom, and even Iceland, since the Berkman Center for Internet and Society released its last rankings in 2009.

In 2004, President George W. Bush complained about the U.S. falling to 10th place, which he declared was “ten spots too low.”

Now eastern Europe and former Soviet Republics in the Baltics threaten to overtake the United States, and countries in southeast Asia already have.  Innovation in the United Kingdom, Australia and New Zealand means deploying fiber to the home service to the vast majority of the population.  Innovation in North America means conjuring up new pricing schemes to raise prices on broadband service and engage in competition-busting mergers and acquisitions.

But a USA Today editorial this week also places much of the blame on corporate influence inside Washington, which has promulgated legislative policies that favor telecommunications companies and throw customers under the bus.

“The simple answer is that other countries have policies that promote competition and innovation,” the editors write. “In contrast, policies here have allowed a few dominant players that control the least interesting parts of the broadband landscape (the cables and the wireless spectrum) to dominate.”

Indeed, a series of telecommunications laws enacted by Congress, combined with short-sighted policies at the Federal Communications Commission, have allowed a handful of super-sized players to own and control broadband service in America, resulting in providers establishing non-competing fiefdoms that avoid head-on competition.

The worst policy of all allowed broadband providers to keep competitors from reaching customers over existing broadband networks.  During the days of dial-up, you could purchase Internet access from the phone company, a large provider like MSN or AOL, or thousands of smaller regional and local service providers.  Simply dial a local access number and you were connected to the provider of your choice.  Now, U.S. law gives broadband network operators the right to restrict these independents from selling service over their networks.  Comcast need not sell anything other than Comcast Internet.  Frontier Communications can make a killing selling its own DSL service, while protecting that revenue from other Internet Service Providers who might sell the service over Frontier’s network for half the price.  Time Warner Cable voluntarily allows Earthlink and a handful of other companies to sell cable broadband service over its infrastructure, but at prices equal to or higher than what Time Warner charges itself.

Broadband providers argue that allowing competitors to sell service on their network would discourage future investment and rob shareholders a return on investments already made.  Today, major cable operators and phone companies are falling all over themselves denying they are in anything but the broadband business.  It has become an enormously lucrative enterprise, more profitable than television or telephone service.

USA Today compares the broadband landscape back home with that in South Korea — perennially the world’s fastest, and considerably less expensive than what North Americans pay for service:

South Korea has made broadband a national priority, mandating deployment and in some cases giving private companies incentives to build out. It has also prevented major players from monopolizing their businesses, encouraging competition and innovation. In South Korea, consumers can get broadband service from a cable or telecom company. But they may also choose among myriad independent providers that are given access to the physical infrastructure. This competition keeps prices down and the quality of service high.

[…] But over time, cable and telecom companies worked the courts and Congress to make sure that this competitive world would never come to be [in the United States]. […] Wireless is a bit better. But the market has remained a near duopoly, with none of the smaller players emerging as a strong competitor to AT&T and Verizon.

The same open network concept has fought its way forward in Canada (where Bell has worked furiously to sabotage the business plans of independent providers) and in the United Kingdom, Australia and New Zealand where all three governments have decided the best solution would be to scrap the ancient landline network and start fresh with an open-to-all-comers fiber to the home service.

Back home in the States it is business as usual with increasing broadband prices and the looming prospect of usage-limiting schemes designed to cut capital costs, monetize broadband usage, and stop cord-cutting.

The opposing point of view comes courtesy of dollar-a-holler, corporate-backed think tank The Heartland Institute, who is stuck quoting notorious industry-funded studies and think tanks like the Discovery Institute and the Technology Policy Institute:

The idea that European and Asian countries are lapping America in the race for broadband speed and penetration is a fallacy created with statistics comparing “persons” instead of “households.” Once you make that correction, the USA is firmly planted among the top of industrialized nations, as economist Scott Wallsten pointed out when he was a staffer at the Federal Communications Commission in 2009.

And as tech researcher Bret Swanson of Entropy Economics points out, if you measure Internet usage by gigabytes used per month — a better measure of the speed and utility of networks — the USA has nearly lapped Western Europe once and Asia twice.

Heartland Institute: "By not disclosing our donors, we keep the focus on the issue."

If you measure how many mouse clicks customers in New York make on a Thursday afternoon, we could be number one as well!  Gigabytes used per month does not measure the speed or price of service on broadband networks, considerations that actually do impact broadband rankings.

Mr. Wallsten is a familiar favorite go-to-guy for The Heartland Institute.  He’s also the choice of Time Warner Cable, who paid him $20,000 for a 2010 essay: “The Future of Digital Communications Research and Policy.”

There is big money to be made writing corporate-funded research reports.  Bret Swanson knows that very well, having been involved with the Discovery Institute, a “research group” that delivers paid, “credentialed” reports to telecommunications company clients who waive them before Congress to support their positions.  Swanson is also a “Visiting Fellow” at Arts+Labs/Digital Society, which counted as its “partners” AT&T and Verizon.

The gentleman from Heartland also quotes from the misnamed “Progressive Policy Institute,” which counts among its funding partners, AT&T.

It would have been probably easier (but ineffectively transparent) to simply quote from AT&T and Comcast directly.

The Heartland Institute, unsurprisingly, believes letting existing broadband providers deliver service exactly the way they want is the best option:

The digital economy — one of the only vibrant economic sectors left — doesn’t need more government “investment” or regulation. It needs only for government to butt out and let the market work the magic that continues to bring us the marvels of the modern age.

That magic will cost you $50 a month and rising.  If some providers have their way, while the rest of the world abandons usage caps, American providers can’t wait to slap them on, reducing the value of your service even further.

Time Warner Cable’s Rate Hikes Reach the Carolinas: Still $58/mo for Standalone Broadband

Winston-Salem Time Warner Cable customers can expect to pay around 4% more for cable service in 2012.

Time Warner Cable’s annual rate increases have now reached the Carolinas.

The company is mailing letters to customers that announce rate hikes for off-contract clients in the $2-4 a month range, including price increases for Road Runner broadband that will now cost between $49.45-$57.95 a month.

“Our new prices reflect dramatically higher programming costs, additional programming and features, and continued investment in our network and customer service,” said Time Warner spokesman Scott Pryzwansky. “Time Warner Cable invested more than $350 million in capital in the Carolinas over the past year to make our network even more robust and to enable our customers to get the services and features they want.”

The company also invested heavily in lobbying lawmakers to keep community-owned broadband competition at bay, helping pass a measure through the Republican-controlled legislature that makes municipal broadband competition much more unlikely.

The result is another year of unfettered rate increases for customers in cities like Winston-Salem:

  • Cable TV increases from $10.23 to $11.49 for broadcast basic, $64.99-$69.49 for standard analog service, $80.99-$85.49 for digital cable;
  • Broadband increases from $47.95 to $49.45 for customers who also have digital cable, $52.95 to $55.95 for customers with any other tier of cable TV, $57.95 for standalone broadband service;
  • Telephone rates are unchanged.

Customers can avoid some of the price increases through creative bundling, threatening to take your business elsewhere, or by signing up for alternative providers:

  1. Customers on discounted promotional packages, retention deals, and term contracts will not face the rate increases until their promotional rates or contract expires;
  2. If you are unhappy with the rate increase, consider calling Time Warner and telling them to cancel your service 1-2 weeks from today’s date.  Then wait for them to start calling you with promotional “win-back” offers that deliver at least a year of substantial savings off regular rates;
  3. If you are a broadband standalone customer, consider signing up for Earthlink under their six-month promotion for just under $30 a month.  You will continue to be billed by Time Warner Cable and receive the same speeds and service with two exceptions: no PowerBoost (a temporary speed increase during the first few seconds of downloading), and you lose your Road Runner e-mail address (which you are not actually still using, are you?)  Get a Gmail account, don’t worry about speed gimmicks, and save $28 a month.  At the end of six months, sign up for Time Warner’s Road Runner service under their promotional rate, which is around $30 a month for a year.  Total savings over the 18 month combined promotional rate term: $504!

More than two years after Time Warner introduced DOCSIS 3 speed upgrades in New York, Time Warner is finally completing broadband upgrades for their customers in the Carolinas.  The latest cities scheduled to get the company’s Wideband (50/5Mbps) and Road Runner Extreme (30/5Mbps) services are Wilmington, Jacksonville and Morehead City. The new services will be available by early 2012.

Most customers in eastern North Carolina and parts of South Carolina still get Standard service speeds of 10Mbps download, 512kbps upload.  After the upgrade, a boost in upstream speeds to 1Mbps for Standard service customers is expected.

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