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Customers Flee Frontier FiOS: Company Loses A Stunning 10,000 Customers in 3rd Quarter

Phillip Dampier November 3, 2011 Broadband Speed, Competition, Data Caps, Frontier Comments Off on Customers Flee Frontier FiOS: Company Loses A Stunning 10,000 Customers in 3rd Quarter

Now selling for the "go away" price of $500 for installation.

Frontier Communications has proven it can successfully herd customers off the award-winning advanced fiber network it inherited from Verizon Communications just by increasingly gouging customers until they call and cancel.

The phone company reports success in ridding itself of 9,900 FiOS TV customers in the third quarter alone, and 3,100 FiOS Internet customers left with them in Indiana and Oregon.

Frontier CEO Maggie Wilderotter and other company executives made it known last spring that FiOS fiber optics was the unwanted stepchild best left forgotten when telling investors the company considered the fiber network unprofitable.  The company has since taken to hike rates and raised the price for service installation to as much as $500.  The combined increases have made the cable competition — Comcast — blush and look downright cheap by comparison.

Where did Frontier’s customers go?  Several left for Comcast, but others were persuaded to switch to an aggressively-priced satellite TV promotion, at least until it expires.  Frontier added 12,200 satellite subscriptions nationwide last quarter and 16,200 new DSL customers, many in ex-Verizon service areas that currently have no other choice for broadband.

The Consumer’s Guide to Universal Service Fund Reform: You Pay More and Get Inadequate DSL

Phillip Dampier November 1, 2011 Broadband Speed, Competition, Consumer News, Editorial & Site News, Public Policy & Gov't, Rural Broadband, Video, Wireless Broadband Comments Off on The Consumer’s Guide to Universal Service Fund Reform: You Pay More and Get Inadequate DSL

Phillip Dampier on USF Reform: It might have been great, it could have been a lot worse, but ultimately it turned out to be not very good.

Last week, the Federal Communications Commission unveiled their grand plan to reform the Universal Service Fund, a program originally designed to subsidize voice telephone service in rural areas deemed to be unprofitable or ridiculously expensive to serve.  Every American with a phone line pays into the fund through a surcharge found on phone bills. Urban Americans effectively subsidize their rural cousins, but the resulting access to telecommunications services have helped rural economies, important industries, and the jobs they bring in agriculture, cattle, resource extraction, and manufacturing.

The era of the voice landline is increasingly over, however, and the original goals of the USF have “evolved” to fund some not-so-rural projects including cell phone service for schools, wireless broadband in Hollywood, and a whole mess of projects critics call waste, fraud, and abuse.  For the last several years, USF critics have accused the program of straying far from its core mission, especially considering the costs passed on to ratepayers.  What originally began as a 5% USF surcharge is today higher than 15%, funding new projects even as Americans increasingly disconnect their landline service.

For at least a decade, proposals to reform the USF program to bridge the next urban-rural divide, namely broadband, have been available for consideration.  Most have been lobbied right off the table by independent rural phone companies who are at risk of failure without the security of the existing subsidy system.  Proposals that survived that challenge next faced larger phone company lobbyists seeking to protect their share of USF money, or by would-be competitors like the wireless industry or cable operators who have generally been barred from the USF Money Party.

This year, FCC Chairman Julius Genachowski finally achieved a unanimous vote to shift USF funding towards the construction and operation of rural broadband networks.  The need for broadband funding in rural areas is acute.  Most commercial providers will candidly admit they have already wired the areas deemed sufficiently profitable to earn a return on the initial investment required to provide the service.  The areas remaining without service are unlikely to get it anytime soon because they are especially rural, have expensive and difficult climate or terrain challenges to overcome, or endure a high rate of poverty among would-be customers, unable to afford the monthly cost for the service.  Some smaller independent phone companies are attempting to provide the service anyway, but too often the result is exceptionally slow speed service at a very high cost.

The new Connect America Fund will shift $4.5 billion annually towards rural broadband construction projects.  Nearly a billion dollars of that will be reserved in a “mobility fund” designated for mobile broadband networks.

The goal is to bring broadband to seven million additional households out the 18 million currently ignored by phone and cable operators.

The FCC believes AT&T will take a new interest in upgrading its rural landline networks, even as the company continues to lobby for the right to abandon them.

Unfortunately, the FCC has set the bar pretty low in its requirements for USF funding.  The FCC defines the minimum level of “broadband” they expect to result from the program — 4/1Mbps.  That’s DSL speed territory and that is no accident.  The phone companies have advocated a “less is more” strategy in broadband speed for years, arguing they can reach more rural customers if speed requirements are kept as low as possible.  DSL networks are distance sensitive.  The faster the minimum speed, the more investment phone companies need to make to reduce the length of copper wiring between their office and the customer.  Arguing 4Mbps is better than nothing has gotten them a long way in Washington, but it also foreshadows the next digital divide — urban/rural broadband speed disparity.  While large cities enjoy speeds of 50Mbps or more, rural towns will still be coping with speeds “up to” 4Mbps.

The FCC does not seem too worried, relying heavily on a mild incentive program to prod providers to upgrade their DSL service to speeds of 6/1.5Mbps.

The irony of asking AT&T to invest in an aging landline network they are lobbying to win the right to abandon is lost on Washington, and future speed upgrades for rural America from companies like Verizon are in serious doubt when they sell off their rural areas to companies like FairPoint and Frontier and leave town.

Critics of USF reform suggest the program is still stacked in favor of the phone companies, and considering the state of their copper wire networks, would-be competitors are scratching their heads.

The cable industry, in particular, is still peeved by reforms they feel leave them at a disadvantage.  Of course, Washington may simply be recognizing the fact cable companies are the least likely to wire rural America, but when they do, the service that results is often faster than what the phone company offers.  The nation’s biggest cable lobbyist — ironically also the former chairman of the FCC, Michael Powell — still feels a little abused after reading the final proposal.

“While we are disappointed in the Commission’s apparent decision to ignore its longstanding principle of competitive neutrality and provide incumbent telephone companies an unwarranted advantage for broadband support,” said National Cable & Telecommunications Association President Michael Powell, “we remain hopeful that the order otherwise reflects the pro-consumer principles of fiscal discipline and technological neutrality that will bring needed accountability and greater efficiency to the existing subsidy system.  We are particularly heartened by the Commission’s efforts to ensure that carriers are fairly compensated for completing VoIP calls.”

Wireless operators are not happy either, because the arcane requirements that come with the USF bureaucracy were written with the phone companies in mind, not them.  Small, family-owned providers find it particularly difficult to do business with the USF, if only because they don’t have the staff or time to navigate through endless documents and forms.  Phone companies do.

Your phone bill is going up.

Many consumer groups are relieved because it could have been much worse.   The FCC could have simply capitulated and adopted the phone companies’ wish-list — the ABC Plan.  Thankfully, they didn’t, but the FCC has naively left the door open to substantial rate increases for consumers by not capping the maximum annual outlay of the fund.  That follows the same recipe that invited higher phone bills and questionable subsidies awarded in an effort to justify the original USF program even after it accomplished most of its goals. Consumers may face initial rate increases of $0.50 almost immediately, and up to $2.50 a month five years from now.

The FCC, unjustifiably optimistic, suspects phone companies and other telecommunications interests won’t gouge customers with higher prices.  They predict rate increases of no more than 10-15 cents a month.  I wouldn’t take that bet and neither will consumer groups.

“We’re going to press the FCC to ensure that these are temporary increases, because history has shown that these types of costs tend to stick around and go on and on and on,” said Parul Desai, policy counsel for Consumers Union.

An even bigger question left unanswered is just how far the FCC will get into the broadband arena when it refuses to take the steps necessary to ensure it has an admission ticket.  The agency has avoided classifying broadband as a telecommunications service, an important distinction that would bolster its authority to oversee the industry.  Without it, some members of Congress, and more importantly the courts, have questioned whether the FCC has any business in the broadband business.  Just one of the many high-powered players in the discussion could test that theory in the courts, and should a judge throw the FCC’s plan out, we’ll be back at square one.

[flv]http://www.phillipdampier.com/video/C-SPAN Tom Tauke from Verizon on Changes to the Universal Service Fund 10-29-11.flv[/flv]

Verizon’s chief lobbyist Tom Tauke spent a half hour last weekend on C-SPAN taking questions about USF reform and the side issues of IP Interconnection and Net Neutrality policies. Tauke supports consolidation of small phone companies into fewer, larger companies.  He also expands on his company’s lawsuit against Net Neutrality, which fortuitously (for Verizon) will he heard by the same D.C. Court of Appeals that threw out the FCC’s fines against Comcast for throttling broadband connections.  Politico’s Kim Hart participates in the questioning, which also covered wireless spectrum issues impacting Verizon Wireless, AT&T’s stumbling merger deal with T-Mobile, and Verizon’s latest lawsuit against the FCC for data roaming notification rules.  (28 minutes)

An Open Letter from a Frontier Communications Employee

Stop the Cap! received this unsolicited letter from an employee working at Frontier Communications about how the company has been running the business and treating their customers.  We’ve been able to independently verify enough of this letter, by talking with other Frontier employees, to highlight it for our readers. 

Frontier Communications is a long way from its progenitor (and namesake) — Rochester Telephone Corporation, which operated locally with excellence for 100 years.  Rochester Tel changed its name to Frontier Communications as it sought to abandon its image as a basic phone company.  It was later sold to Global Crossings, which later sold it to Citizens Communications, which decided to adopt the Frontier name itself.

I work for a major well known utility company and I feel ethically compelled to inform someone that there are practices within my company that are being done without consideration for the consumer. My employment there has extended well over three years now and I have been turning a blind eye to what they call ‘customer service.’ I believe that I have the duty to expose some of these inner-workings to the public. I work for Frontier Communications.

I do not want to be named nor am I going to divulge any names of my fellow employees. I will give details about some of the misinformation given to customers, issues with systems that cause billing problems, and a few other known issues that upper management continues to overlook.

Recently there were a few groups of employees force-fed training on Frontier’s newest [customer support] systems. It was crammed into an eight day course. The majority of the time the training systems were down, certain elements of the systems were overlooked with promises that employees will learn how to manage these while on the floor. Anxiety and panic swept the call center; worried faces riddled with anger and frustration stood out everywhere. All except the higher management. They kept saying, ‘don’t worry, you guys will be OK’ or ‘we have to get this call volume down’. But the statement that never failed was, ‘don’t forget that you need to offer a wide array of services on every call. That’s your job.’ Regardless if a customer is calling in because she/he cannot afford their service as-is, we are required to try and upsell them.

I was employed with Verizon prior to the acquisition to Frontier. It was an exciting day for us because we felt like Verizon’s iron hand was being lifted. But to our dismay the same type of mentality still exists [with Frontier]. The changes Frontier made caused a lot of panic as well. We are trained for sales rather than customer service even though Frontier’s values are “People, Product, and Profit.” A customer may call in with a major issue, often irritated and frustrated.  We are expected to entice them to purchase an additional product that may or may not work.

I will enlighten you on that subject.  Our ‘network congestion’ issue with High Speed Internet has caused a tremendous volume of calls to the call centers and tech support. There were periods when calls to these departments exceeded 30 minutes and even at times close to an hour. Numerous [former Verizon] customers have experienced ‘network congestion’. This issue caused a great deal of frustrated customers to call about their Internet (HSI) service dropping. Some of them experience up and down periods over a few months. I even witnessed some customers that were out for weeks at a time.

How do you sell a product that is not reliable? Netflix made the comment that Frontier has one of the worst broadband services in the nation. Some of us here feel guilty when we sell certain products because we know it may or may not work sometimes. The newest, greatest selling technique we have for HSI is selling it whether or not it is available in a customer’s area. Customers call in livid and frustrated because they were told they can get a service and now they are being told their area is not available for that upgrade to HSI quite yet.

Another odd situation we have going on right now is our new phone systems are Voice Over IP. We are the phone company right? Then why are we using that type of system? Among the numerous issues: dropped calls, noise on the line, being unable to fully understand what the customer is saying & vice-versa, and the system totally freezing up while on a call.

There are some of us who have just sat around because we were unable to access anything. One rep became concerned because their training for the phone system consisted of a learning document they were given minutes before they were expected to use it. A coach was made aware of her concerns and his comment was more or less ‘well then you need to ask if you need help’. That reply was heard by a few different reps and all were taken aback. Why can’t we get the training we need to navigate through all of the madness?

Call volume. How are we going to be able to handle issues like repair and collections, write orders properly, and steer through a calling system that just doesn’t seem to be working correctly? Apparently it doesn’t matter as long as we upsell our customers.

One of the last issues I’m going to share with you is a critical issue that a new rep has brought to our attention and higher management as well. When a service  appointment — repair, new install, etc. — is not fulfilled, the customer is NOT called back to let them know their scheduled appointment will not be kept, much less make an effort to reschedule it. Management and other departments know about this and still no efforts have been made to fix it. I have seen this on my end as well. What do you say to a customer who asks, ’why didn’t anyone call?’ There’s no real honest way to answer that properly.

I don’t know what is going to happen with the pending lawsuit that Frontier has from the $1.50 surcharge for HSI service but I do know that a lot of us here don’t agree with the charge and how it was handled. We were given a document on what to say when the customer calls in and disputes the charge. It was a paragraph, more or less, stating we are imposing this surcharge and there’s nothing we can do to waive it.

I now realize I have a made a poor choice in my career. I have great empathy for the customer and I’m fed up with how they are treated as well as the employees.

Thank you for listening,

“Joan Jones” (Anonymous)

Frontier Sued for Junk Bill-Padding Fees They Claim Are Government-Required

Phillip Dampier October 13, 2011 Consumer News, Data Caps, Frontier, Public Policy & Gov't 1 Comment

Frontier Communications customers may be owed refunds for their Internet service because, a new lawsuit alleges, the company deceptively billed customers fees the company is not entitled to receive.

Four Frontier customers — three in Minnesota and one in New York — are suing the company for add-on charges the company claims are required by the government, but in fact are pocketed by the phone company.

The lawsuit claims Frontier is guilty of fraud, breach of contract, deceptive practices, false advertising and violations of the Federal Communications Act and the Internet Tax Freedom Act.

The plaintiffs claim broadband customers are being billed for certain state and federal taxes, 911 surcharges, and Universal Service Fund fees, even though they don’t apply to broadband service.

“It is merely a junk fee that Frontier imposes on customers,” the lawsuit says.  “The fee bears no relationship to any governmentally-imposed fee or regulation, and is nothing other than an effort by Frontier to increase prices above the advertised price.”

Adding fuel to the fire, Frontier recently imposed a new “HSI Surcharge” on broadband customers, and as Stop the Cap! reported earlier, some company representatives have claimed that fee is government mandated as well.

In fact, federal law bans most taxes on Internet service under the Internet Tax Freedom Act.  Since broadband customers cannot dial 911 from a DSL modem, 911 surcharges should not apply either.  USF fees only apply to voice telephone service.  Frontier, the suit alleges, levies all of these fees on the broadband portion of customer bills.

Frontier has more than 7 million customers nationwide, although the company does not disclose how many of them purchase broadband service.  If the lawsuit achieves class action status, Frontier could be required to return the ill-gotten gains to customers if a judge agrees they were wrongly collected.  That could cost the company millions in retroactive refunds.

Frontier Tells Consumers They Can Buy Metro Ethernet Service Most Can’t Afford

Frontier Communications has announced the availability of Metro Ethernet service to a total of 55 cities in 11 states, with one Frontier representative describing it as perfect for individuals “who are serious gamers, people who download videos and those who watch TV and movies on their computers.”  Apparently Diana Anderson, technical supervisor for Frontier in Kennewick, Wash., has not read Frontier’s Washington State service tariff (5.7.7b) to understand the cost implications of signing up for the service.

Metro Ethernet falls between DSL and fiber optic connectivity, and delivers service at speeds that can approach 100Mbps or more, depending on telephone company facilities and the distance of copper between your home or business and the central switching office.  There are Metro Ethernet services that work over fiber networks, fiber-copper hybrid networks, and even traditional copper landlines — the ones Frontier uses to deliver its MetroE service.

Frontier is pitching Metro Ethernet primarily to medium and large-sized businesses who need more speed than the phone company can offer over its traditional DSL products.  The reason it’s not marketed to consumers is the cost.  Frontier’s Metro Ethernet service is included in Frontier’s tariff for Washington with an installation fee of $320 and a Metro Ethernet-Special Transport fee of $75 a month per DS1 (1.544Mbps).  Customers can get additional speed above 1.544Mbps by paying for additional DS1’s.

We called Frontier’s customer service and asked about service pricing in the Rochester area.  A residential customer service representative had to transfer us to the business products office — they do not sell “residential” Metro Ethernet.  A representative there said the service was available in several parts of Rochester, but was “completely unfeasible” for residential customers because of its cost.  Frontier DSL is the recommended solution for all residential customers in western New York, despite the fact the service does not exceed 3Mbps in our neighborhood (although it is marketed at speeds up to 10Mbps locally).

The following communities now have access to Frontier MetroE service:

  • Coeur d’Alene, Idaho
  • Bloomington, Carbondale, DeKalb, Freeport, Jacksonville, Lincoln, Marion and Olney, Illinois
  • Elkhart, Fort Wayne, Lafayette, Richmond, Terra Haute and Valparaiso, Indiana
  • Adrian, Coldwater, Mount Pleasant, Muskegon and Sturgis, Michigan
  • Bryson City, Burnsville, Cherokee, Creedmoor, Durham , Hayesville, Marion and Murphy, North Carolina
  • Gardnerville, Nevada
  • Athens, Bowling Green, Delaware, Jackson, Marion, Medina, Troy and Wilmington, Ohio
  • Beaverton, Coos Bay, Gresham and Hillsboro, Oregon
  • Myrtle Beach, South Carolina
  • Everett and Kennewick, Washington
  • Merrill, Sun Prairie and Wausau, Wisconsin

Let us know what kind of pricing and promotions you can get from Frontier for Metro Ethernet in your area in our comments section.

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